Service Advisor - Commercial Vehicles

Service Advisor - Commercial Vehicles Job Snapshot

Role: Service Advisor - Commercial Vehicles

Location: Dubai, United Arab Emirates

Industry: Automotive

Function: Customer Support-Client Care

Experience: 3-5 years

Job Type: Full-time

Position Overview

Service Advisor - Commercial Vehicles in Dubai, United Arab Emirates is an Automotive hiring opportunity with Al-Futtaim Automotive for an experienced aftersales professional supporting the FAMCO Truck Division. The role focuses on customer service, repair order management, workshop coordination, commercial vehicle servicing, revenue generation, and timely vehicle delivery while maintaining strong customer satisfaction throughout the service journey.

Job Details

Country: United Arab Emirates City: Dubai Industry: Automotive Function: Customer Support-Client Care Salary: Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-time

Role Context

The Service Advisor acts as the primary link between commercial vehicle customers and the workshop team, converting customer concerns into accurate repair instructions and ensuring each service job progresses efficiently from vehicle reception through final delivery. The position has a direct impact on workshop productivity, service revenue, customer retention, and the overall aftersales experience within FAMCO 's truck operations. The role requires a balance of technical automotive understanding and strong customer communication. Accurate diagnosis-related questioning, realistic cost and completion estimates, effective workshop follow-up, invoice clarification, and proactive handling of customer concerns are central to maintaining dependable service standards.

Key Responsibilities

• Welcome customers promptly and establish a professional, service-focused interaction from vehicle reception onward.
• Use structured and open-ended questioning to understand customer concerns, vehicle symptoms, operating issues, and requested maintenance work.
• Record customer complaints accurately so workshop technicians can investigate and resolve issues efficiently.
• Clarify service requirements with customers and ensure expectations are understood before work begins.
• Prepare complete repair orders and job cards based on customer requests and identified service requirements.
• Explain proposed repair and maintenance work clearly, including the scope of work and expected service process.
• Review workshop capacity and coordinate realistic vehicle completion commitments.
• Provide customers with appropriate repair cost estimates and expected delivery times.
• Maintain an adequate flow of repair orders in line with workshop workload and business requirements.
• Coordinate continuously with workshop foremen regarding job progress, technical findings, parts requirements, delays, and completion status.
• Track each assigned vehicle against the promised delivery schedule and intervene promptly when operational issues could affect completion.
• Contact customers when additional repairs or changes to the original scope require clarification or approval.
• Verify that completed invoices accurately reflect the work carried out and authorized services.
• Explain invoice details, completed repairs, replaced components, and applicable charges before vehicle handover.
• Notify customers promptly when vehicles are ready and coordinate suitable collection arrangements.
• Personally support vehicle delivery to ensure the customer understands the completed work and receives a professional handover.
• Promote relevant value-added services that benefit customers while contributing to service department revenue.
• Work toward assigned service sales and revenue objectives without compromising customer trust or service quality.
• Support the control of outstanding payments and maintain monthly overdue amounts within agreed business targets.
• Resolve customer questions and service concerns quickly, coordinating internally where technical or operational escalation is required.
• Maintain accurate service records and customer communication throughout the repair cycle.
• Contribute to strong customer satisfaction results by providing transparent communication, dependable commitments, and effective problem resolution.

Ideal Profile

Candidates should hold a Diploma or Bachelor 's degree in Automobile Engineering, Mechanical Engineering, or a related technical discipline. The position requires approximately 3-5 years of experience within an automobile dealership or distributor environment, including at least 3 years working in a service department as a Service Advisor. Previous exposure to trucks, heavy commercial vehicles, fleet vehicles, or similar equipment is strongly preferred. A sound understanding of automotive dealership and distributor processes is essential, particularly vehicle reception, repair order preparation, workshop workflow, service estimating, customer approvals, invoicing, and vehicle delivery. The successful candidate should combine technical understanding with strong interpersonal skills and be capable of translating workshop information into clear explanations for customers. Logical thinking, practical problem-solving ability, attention to service deadlines, and confidence handling customer concerns are important for this position.

Skills Set

• Automotive aftersales operations
• Commercial vehicle servicing
• Truck service advisory
• Repair order management
• Job card preparation
• Customer complaint documentation
• Vehicle symptom assessment
• Service cost estimation
• Workshop scheduling
• Workshop coordination
• Vehicle repair tracking
• Service invoice verification
• Customer vehicle handover
• Service revenue management
• Value-added service promotion
• Customer relationship management
• Customer complaint resolution
• Automotive dealership processes
• Automotive distributor processes
• Technical troubleshooting
• Commercial vehicle systems
• ERP systems
• SAP
• MS Office
• Accounts receivable follow-up
• Customer satisfaction management

Why Join Us

This opportunity offers practical exposure to the commercial vehicle and truck aftersales business within one of the region 's established Automotive operations. Working with FAMCO provides experience across customer engagement, workshop processes, technical service coordination, revenue management, and fleet-focused service requirements. The position is particularly suitable for an experienced Service Advisor seeking greater responsibility within Dubai 's commercial vehicle market. Exposure to structured dealership systems, recognized automotive and mobility brands, sophisticated aftersales operations, and a large regional organization can support long-term progression into senior service advisory, workshop supervision, aftersales management, or customer experience leadership roles.

About the Company

Al-Futtaim Automotive is a major division of the UAE-headquartered Al-Futtaim Group and operates across multiple markets in the Middle East, Asia, and Africa. Its activities include automotive distribution, manufacturing, leasing, mobility solutions, and aftersales services, with a portfolio spanning passenger vehicles, commercial vehicles, motorcycles, and industrial and construction equipment.

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