Service Advisor

Ali & Sons Marine Engineering Factory (ASMEF); Dubai; On-site; AED 72,000 - 108,000; Full time

Benefits offered by this job

Career development

Learning opportunities

Exposure to premium brands

Performance-driven culture

Job summary

Ali & Sons Marine Engineering Factory (ASMEF) in Dubai seeks an experienced Service Advisor to welcome customers, document pre-orders, and coordinate with workshop teams for timely repairs. You will review vehicle histories, advise on services, secure customer approvals, and maintain clear communications throughout the service journey.

Ideal candidates have 3+ years in automotive aftersales, a valid UAE driving license, and strong English communication skills.

Qualifications

• Minimum 3 years of relevance experience in an automotive aftersales or service advisor role.
• Bachelor's Degree or Diploma in any discipline or related field.
• Valid UAE driving license is required.
• Strong automotive knowledge and ability to communicate customer concerns to workshop.

Responsibilities

• Welcome customers and create a positive showroom and workshop experience.
• Record pre-orders and DMS job cards with customer and vehicle details.
• Obtain customer signature on job cards before work starts.
• Coordinate with the Foreman to determine required work and prepare job cards.
• Review service history to identify repairs and maintenance requirements.
• Advise customers on services and repairs based on vehicle condition.
• Explain vehicle performance and recommend maintenance or repairs.
• Obtain approvals for repairs and document them during the process.
• Keep customers updated on progress and changes to repair work.
• Maintain WIP reports and assist the Service Joiner Advisor as needed.
• Collaborate with workshop and parts teams to ensure timely completion of work.
• Aim to achieve labour and parts sales targets and foster customer loyalty.

Skills

Customer service

Sales

Communication

English fluency

Driving license

Arabic preferred

Education

Bachelor's Degree or Diploma

Tools

DMS

WIP reports

Job description

Job Description:

Key Responsibilities

• Welcome customers professionally and create a positive showroom and workshop experience.
• Perform accurate write-up of pre-orders and DMS job cards, including customer details, vehicle information, and customer concerns.
• Record customer comments, observations, and any existing vehicle damages or missing items on the pre-order.
• Obtain the customers signature on the job card before commencing work.
• Coordinate with the Foreman to determine the required work and prepare the appropriate job card.
• Review the customers service history to identify previous repairs, recurring concerns, and relevant maintenance requirements.
• Advise customers on the type of service and repairs required based on the vehicles condition.
• Explain the vehicles overall performance and recommend necessary maintenance or repair work.
• Conduct a preliminary assessment to determine whether repairs may be covered under warranty or are customer-pay.
• Obtain prior customer approval for repairs when required and maintain appropriate approval records.
• Keep customers regularly updated on the progress and status of their vehicles.
• Conduct timely follow-up calls and ensure customers are informed of any changes, delays, or additional repair requirements.
• Maintain and regularly update the Work in Progress (WIP) report.
• Assist the Service Joiner Advisor whenever required.
• Coordinate with the Customer Relations Representative (After Sales) to address and resolve customer complaints.
• Work closely with the workshop and parts teams to ensure smooth and timely completion of repair orders.
• Contribute to achieving workshop labour and parts sales targets.
• Maintain strong customer relationships and encourage customer retention and brand loyalty.
• Maintain a professional attitude and appearance at all times.
• Maintain company assets and ensure a clean and organized work environment.
• Adhere to all company SOPs, health and safety procedures, and applicable regulations.
• Perform other duties and responsibilities as assigned by the Service Manager.

Key Performance Indicators (KPIs)

• Labour and Parts Sales
• Customer Satisfaction Index (CSI) Results
• Completion of Online Training
• WIP – Unjustified Job Cards

Quality & Performance Standards

• Ensure accurate and complete job card documentation.
• Provide clear, professional, and timely communication to customers.
• Ensure customer approvals are obtained and properly documented before additional work is carried out.
• Minimize unjustified WIP job cards through effective follow-up and coordination.
• Deliver a high standard of customer service throughout the entire service journey.
• Demonstrate strong knowledge of MG vehicles and basic technical aspects to provide accurate advice to customers.
• Build trust and rapport with customers to support retention and long-term brand loyalty.
• Ensure all customer concerns and complaints are handled professionally and escalated appropriately when required.

What Were Looking For

Experience: Minimum 3 years of relevant experience in a similar Service Advisor or automotive aftersales capacity.

Education: Bachelors Degree in any discipline or Diploma.

Driving License: Valid UAE driving license is required.

Automotive Knowledge:

• Strong understanding of automotive service and repair processes.
• Good knowledge of vehicle maintenance and technical requirements.
• Ability to understand customer vehicle concerns and communicate them effectively to the workshop team.
• Knowledge of MG vehicles and technical aspects of automobiles is an advantage.

Customer Service & Sales Skills:

• Strong customer relationship management skills.
• Proven ability to achieve labour and parts sales targets.
• Excellent follow-up and communication skills.
• Strong interpersonal, negotiation, and problem-solving abilities.
• Customer-focused and target-oriented approach.

Computer Skills: Computer literate with the ability to use DMS, WIP reports, and standard computer applications.

Languages: Fluency in English is essential; Arabic language skills are preferred.

Certification / Training: Relevant automotive or customer service certification is preferred.

Why Join Ali & Sons?

At Ali & Sons, we are committed to excellence, customer satisfaction, and delivering a premium automotive aftersales experience. As part of a leading UAE business group, you will benefit from:

• A professional and customer-focused automotive environment.
• Opportunities for learning, development, and career growth.
• Exposure to internationally recognized automotive brands and workshop operations.
• A performance-driven culture focused on customer satisfaction and business results.
• Opportunities to strengthen your automotive and customer relationship expertise.
• A platform to build a successful long-term career in automotive aftersales.