Service Advisor

AW Rostamani Group (AWR Group); Dubai; On-site; AED 144,000 - 216,000; Full time

Job summary

AW Rostamani Group in Dubai is seeking a results-driven Service Advisor to support customers through their vehicle service journey, outline required repairs, and coordinate schedules with the service team. You will ensure accurate data, clear communication, and a smooth drop-off and pickup experience.

The ideal candidate has a diploma or degree in Automobile/Mechanical Engineering and at least three years of dealer experience, with EV knowledge preferred.

Qualifications

• Degree or 3-year diploma in Automobile/Mechanical Engineering.
• 3 years dealer experience in similar role; EV knowledge preferred.
• Strong customer service and communication skills.

Responsibilities

• Follow OEM standards in customer touch points.
• Attend high profile fleet customers.
• Promptly greet customers and understand their needs.
• Update customer database and record requirements.
• Explain jobs, costs, and delivery times to customers.

Skills

Customer handling

Negotiation

Communication

Organization

Time management

Office software

Education

Degree/3-year Diploma in Automobile/Mechanical Engineering

Tools

MS Office

Service management software

Job description

Job purpose

The Service Advisor is responsible for assisting customers with their service needs, providing detailed information about services offered, managing service schedules, and ensuring a smooth customer experience from drop-off to pick-up. They act as the liaison between customers and the service department, ensuring customer satisfaction and operational efficiency.

Job responsibilities

• Follow the OEM standards in all customer touch points
• Responsible to attend high profile & major fleet customers.
• Promptness in receiving/greeting customers, understand their needs
• Proper inventory of customer’s vehicle and record customers’ requirements.
• Updating customer data base
• Re-confirm the Job requirements/Repair details/cost involved/delivery time etc. and obtaining customer’s approval.
• To arrange test drive as required jointly with customer
• Ensure legible and clear job advice and create job card
• Follow-up the job progress
• Provide feedback to customer for additional repairs, delayed delivery time and obtain approvals.
• Brief the customer on warranty coverage/Service contract coverage
• Promoting Service Contracts/other service products (upselling)
• Ensure job cards are closed on time
• Ensure car is cleaned and ready for delivery as per the promised date and set time.
• Notify customer in in advance in case of delay
• Receive customer, explain jobs carried out and charges, ensure payment and deliver the vehicle
• Achieving financial/non-financial targets (Labour sales/CSI/RO Nos/Service campaign targets etc.)
• Develop and maintain long term relationship to enhance customer retention
• Handle customer complaints on priority and bring it to the notice of the superiors.
• Attend customer queries promptly
• Ensure the pending job cards to be closed within the time limit

Educational Qualification

• Degree/3-year Diploma in Automobile/Mechanical Engineering.

Work Experience

• 3 years practical experience with Dealers in similar positions. Experience with EV automotive brand is highly preferred.

Competencies

• Customer handling & negotiation skills.
• Strong knowledge of vehicle systems, repairs, and maintenance services (preferred in automotive industries).
• Excellent customer service, communication, and interpersonal skills.
• Strong organizational and multitasking abilities.
• Ability to manage time effectively and prioritize tasks in a fast-paced environment.
• Proficiency in Microsoft Office Suite and service management software (preferred).

Languages

• English, Arabic is desirable

AW Rostamani Group is a leading multi-sector family business in the Middle East, driven by a legacy of over seven decades. Its operations span across a diverse range of sectors including automotive, real estate, retail, lighting solutions, travel, logistics, agritech and sustainable packaging, the Group serves over 155,000 customers and 24,000 businesses annually, supported by a diverse team of more than 3,000 employees.

Guided by its purpose to enrich lives across generations, AW Rostamani Group is dedicated to building purposeful businesses that meaningfully impacts people, industries and the planet. By Championing innovation, sustainability, and progress, AW Rostamani Group leads transformative change - creating a future where opportunity and progress go hand in hand.

Rooted in its rich legacy and guided by its values, AW Rostamani Group continues to lead with focus on the future, nurturing partnerships and delivering excellence across its operations.

For more information, visit www.awrostamani.com.