Service Advisor Jobs in Saudi Arabia | Al-Futtaim Automotive – BYD | KSA

Job Overview

Al-Futtaim Automotive – BYD is looking for a Service Advisor to support customers throughout the vehicle aftersales and servicing journey in Saudi Arabia (KSA). The Service Advisor will act as the main link between customers and the workshop team, ensuring a smooth process from vehicle reception and service consultation through repair completion and final vehicle delivery.

The position involves understanding customer concerns, preparing accurate repair orders and estimates, coordinating with technicians and workshop supervisors, providing regular service updates, and ensuring customers receive clear information about completed work and recommended maintenance.

The successful candidate will also contribute to service revenue, customer retention, value-added sales, and customer satisfaction while maintaining high standards of service quality and operational compliance.

Key Responsibilities

Customer Service & Vehicle Reception

• Welcome customers professionally and understand their vehicle concerns and service requirements.
• Conduct a detailed vehicle walk-around inspection during the service reception process.
• Record customer complaints, vehicle conditions, service history, and relevant technical observations accurately.
• Create detailed Repair Orders (ROs) with clear job descriptions, estimated costs, and expected completion times.
• Obtain customer approval before commencing additional repair or maintenance work.
• Recommend relevant maintenance and value-added services based on vehicle condition and manufacturer service intervals.

Workshop Coordination

• Coordinate with Workshop Supervisors and Technicians to monitor repair and maintenance progress.
• Track active Repair Orders and follow up on jobs to ensure vehicles are completed within the promised timeframe.
• Communicate proactively with customers regarding repair progress, delays, additional work, revised estimates, and delivery schedules.
• Obtain customer authorization for additional repairs identified during technical inspection or diagnosis.
• Monitor work-in-progress (WIP) and help prevent unnecessary delays in vehicle delivery.

Service Sales & Revenue

• Work toward monthly targets for labour sales, parts revenue, and value-added services.
• Promote appropriate service packages, maintenance plans, tyres, batteries, accessories, and other approved automotive products.
• Identify opportunities for preventive maintenance and additional services while maintaining transparent communication with customers.
• Support customer-pay, warranty, insurance, and fleet service transactions according to company procedures.
• Contribute to workshop profitability through effective service consultation and customer retention.

Customer Experience & Retention

• Explain completed repairs, maintenance activities, invoice details, and future service recommendations during vehicle handover.
• Maintain professional communication throughout the customer’s service journey.
• Conduct post-service follow-ups to confirm customer satisfaction and address unresolved concerns.
• Handle customer complaints professionally and coordinate with the Service Manager when escalation is required.
• Develop long-term customer relationships that encourage repeat servicing and aftersales retention.
• Support customer satisfaction and NPS/CSV objectives through consistent service quality.

Administration, Warranty & Compliance

• Maintain accurate customer information, vehicle service records, Repair Orders, and related documentation in the Dealer Management System (DMS).
• Process and follow up on warranty-related documentation and claims according to OEM requirements.
• Follow established dealership procedures, OEM warranty policies, audit requirements, and operational standards.
• Monitor credit customer payments and support timely collection of outstanding receivables where applicable.
• Assist with service campaigns, recalls, service reminders, and customer communications in coordination with CRM and Aftersales teams.

Education Requirements

• Diploma or Bachelor’s Degree in Automotive, Mechanical Engineering, or a related field.
• Automotive technical certifications will be an advantage.

Experience Requirements

• 2–5 years of experience as a Service Advisor in a reputable franchised automotive dealership.
• Experience handling customer-pay, warranty, insurance, and fleet service transactions.
• Previous experience working in a busy, high-volume automotive workshop environment.
• Experience with aftersales customer service, repair order management, and workshop coordination is preferred.

Technical & Professional Skills

• Good understanding of automotive systems and vehicle maintenance requirements.
• Ability to understand customer vehicle concerns and communicate technical information clearly.
• Experience using Dealer Management Systems such as SAP, Kerridge, Autoline, or similar platforms.
• Familiarity with OEM warranty systems, service campaigns, appointment management tools, and Electronic Parts Catalogues (EPC).
• Good working knowledge of Microsoft Office, particularly Excel and Outlook.
• Strong customer service, communication, coordination, and problem-solving abilities.
• Fluency in Arabic and English, both written and spoken, is essential for the KSA market.

About Al-Futtaim Automotive

Al-Futtaim Automotive is a major division of the UAE-based Al-Futtaim Group and operates across the Middle East, Asia, and Africa. The business is involved in automotive distribution, manufacturing, leasing, and aftersales services and represents a portfolio of well-known automotive brands.

With a large regional workforce and extensive automotive operations, Al-Futtaim Automotive provides mobility products and services across passenger vehicles, SUVs, electric vehicles, commercial vehicles, and other automotive and industrial solutions.

The company focuses on customer experience, innovation, quality, and value-added mobility services while providing career opportunities across different areas of the automotive industry.

Job Location

Saudi Arabia (KSA)

Job Position

Service Advisor – Al-Futtaim Automotive – BYD