Service Advisor

Al Ghurair Mobility — Cars Services is expanding its service network across the UAE. We are seeking a professional, customer‑focused Service Advisor to join our workshop teams in Dubai or Abu Dhabi. The role is the primary customer touchpoint for vehicle owners, responsible for diagnosing customer needs, coordinating repairs, and ensuring a seamless service experience that drives retention and revenue.

Details and Responsibilities

Role details

• Locations: Dubai; Abu Dhabi
• Employment type: Full time
• Reporting to: Manager Aftersales / Workshop Supervisor
• Team scope: Service advisors, workshop technicians, parts coordinators, warranty admin

Key responsibilities

• Welcome customers, capture vehicle and service requirements, and accurately log job cards in the DMS/ERP.
• Diagnose customer concerns through structured questioning and initial vehicle checks; translate symptoms into clear work instructions for technicians.
• Provide transparent cost and time estimates, explain recommended repairs and service options, and obtain customer approvals.
• Coordinate with Parts to confirm parts availability and expedite critical items to minimize vehicle downtime.
• Monitor job progress, update customers proactively on status, and manage expectations for delivery times.
• Ensure accurate time capture, labor allocation, and invoicing for completed jobs; verify final invoices with customers at handover.
• Handle warranty claim documentation and liaise with Warranty Administrator for approvals and recoveries.
• Resolve customer complaints and escalations professionally, escalating complex technical issues to Workshop Supervisor or Manager Aftersales.
• Promote service add‑ons, maintenance packages, and accessories to increase retention and average transaction value.
• Maintain accurate customer records, follow up on pending approvals, and log feedback into CRM for continuous improvement.
• Uphold workshop safety, cleanliness, and brand presentation standards.

Requirements

Experience and qualifications

• 2–5 years experience as a Service Advisor or similar role in automotive workshops, dealer networks, or fleet service operations.
• Strong technical familiarity with vehicle systems and workshop processes; ability to interpret technician feedback and translate it for customers.
• Experience with Dealer Management Systems (DMS), ERP, or workshop job‑card systems; confident with MS Office.
• High school diploma required; technical diploma or automotive qualification preferred.
• Valid UAE work authorization; UAE driving license preferred.

Skills and competencies

• Excellent customer service and communication skills in English; Arabic is an advantage.
• Strong organizational skills with the ability to manage multiple jobs and priorities under pressure.
• Commercial awareness and ability to present service options clearly and persuasively.
• Problem solver with calm, professional handling of complaints and escalations.
• Team player who collaborates effectively with technicians, parts, and sales colleagues.
• Attention to detail for accurate job logging, invoicing, and warranty documentation.
• Willingness to work flexible hours including weekends and peak service periods.

About Al Ghurair Mobility

Al Ghurair Mobility is part of the Al Ghurair Group, a diversified UAE conglomerate with a long legacy in industry, retail, and services. Our Cars Services division delivers modern workshop experiences, professional aftersales, and customer‑centric service across the UAE. We invest in training, offer competitive compensation, and provide clear career progression for high performers.

Application Process

How to apply

• Email your CV to: careers.agauto@al-ghurair.com
• Subject line: Service Advisor — Dubai or Service Advisor — Abu Dhabi (please specify preferred location).
• Include a brief cover note with your current notice period and expected salary. Shortlisted candidates will be contacted by our recruitment team for next steps.