Job Description

About the Role

The Service Advisor is the customer-facing professional in the service department, acting as the bridge between customers, workshop/technicians, and parts departments. For BAIC, this role requires ensuring customer satisfaction, efficient operations, accurate service estimates, and compliance with BAIC / OEM standards.

Key Responsibilities

Greet customers arriving for service, discuss their vehicle issues (symptoms), understand their service and repair needs. Coordinate with technicians to inspect, diagnose, and provide clear service recommendations. Prepare job cards/work orders, detailing customer complaints, proposed repair tasks, parts required, labor time, and costs. Provide cost estimates, get approvals from customers, and explain what the service will cover vs what may be extra. Monitor progress of service jobs; communicate with customers on delays, additional work, or parts back-orders. Track workshop throughput; ensure jobs are completed on time and delivery dates met. Perform final inspection upon job completion; ensure quality standards are met; deliver vehicle back to customer. Explain bill/invoice to customer: what work was done, parts used, cost breakdown, warranty or service contract terms if relevant. Upsell additional services, maintenance packages, accessories where appropriate, in line with BAIC's policies. Maintain accurate customer & vehicle records in the DMS / CRM: service history, parts used, feedback, complaints. Handle customer feedback or complaints; follow up to ensure satisfaction and retention. Liaise with parts department to ensure parts availability and manage delays. Stay updated on BAIC technical bulletins, warranty rules, recall campaigns, service campaigns. Help ensure the workshop environment is clean, organised, and that service delivery meets brand standards.

Qualifications & Experience

Diploma or degree in Automotive / Mechanical Engineering, or related technical field is preferred. Minimum

2-4 years

experience as a service advisor or similar role in automotive dealership/workshop environment; OEM brand experience is a strong plus. Technical understanding of vehicles: engines, transmission, electronics; ability to understand diagnostics reports. Strong customer service skills; ability to explain technical matters in simple terms to customers. Excellent communication (English mandatory; Arabic is a plus). Good negotiation and upselling skills. Proficiency with computer systems: job card systems, diagnostic tools, parts & inventory systems, appointment scheduling software. Valid UAE driving licence.
Job Type: Full-time