Job Overview
FAMCO, part of Al-Futtaim Automotive, is seeking an experienced Service Advisor to support customers throughout the vehicle servicing and repair process in Dubai.
The Service Advisor will act as the main point of contact between customers and the workshop team. The role involves understanding vehicle concerns, preparing accurate repair orders, explaining recommended repairs and costs, monitoring workshop progress, and ensuring vehicles are completed and handed over according to customer expectations.
The ideal candidate will have strong automotive aftersales experience, excellent customer service skills, knowledge of vehicle repair processes, and experience working with dealer management systems in an automotive dealership or authorised service centre.
Key Responsibilities
Customer Service & Vehicle Reception
- Welcome customers and understand their vehicle service, maintenance and repair requirements.
- Listen carefully to customer concerns and gather relevant information about vehicle issues.
- Inspect and document customer complaints accurately before sending vehicles to the workshop.
- Maintain professional communication throughout the complete service journey.
- Build positive customer relationships that encourage satisfaction and long-term retention.
Repair Orders & Service Estimates
- Prepare detailed and accurate repair orders based on customer concerns and vehicle requirements.
- Translate customer-reported issues into clear information for workshop technicians.
- Prepare service estimates, quotations and relevant job documentation.
- Explain recommended repairs, service requirements, costs and expected completion times to customers.
- Obtain appropriate customer approval before additional repair work is carried out.
Workshop Coordination
- Coordinate with workshop technicians and supervisors to ensure repair jobs progress according to schedule.
- Monitor vehicle repair status and keep customers informed about progress.
- Communicate additional repair requirements or unexpected findings to customers promptly.
- Follow up on repair orders to support timely vehicle completion and delivery.
- Ensure completed work corresponds with the approved repair order before vehicle handover.
Vehicle Handover & Customer Follow-Up
- Verify completed repairs and relevant charges before delivering vehicles to customers.
- Explain completed work, replaced parts, service recommendations and applicable charges during vehicle handover.
- Ensure customers understand the work performed and any recommended future maintenance.
- Address customer concerns professionally and coordinate with relevant teams to resolve service issues.
- Support customer satisfaction, retention and aftersales business performance.
Service Records & Process Compliance
- Maintain accurate customer, vehicle and service records within the dealer management system.
- Ensure repair orders and service documentation are completed accurately.
- Follow dealership aftersales procedures, quality standards and operational requirements.
- Promote relevant maintenance services and aftersales solutions based on customer and vehicle needs.
- Use Microsoft Office and relevant business systems for service administration and reporting.
Required Skills
- Strong understanding of automotive aftersales and workshop operations.
- Excellent customer service and relationship management abilities.
- Ability to understand vehicle technical concerns and communicate them clearly to workshop teams.
- Strong repair order, quotation and service documentation skills.
- Experience using dealer management systems (DMS) in an automotive aftersales environment.
- Good coordination and time-management skills.
- Ability to manage multiple customer repair orders efficiently.
- Strong communication and problem-solving skills.
- Proficiency in Microsoft Office applications.
- Valid UAE driving licence.
Qualifications & Experience
- Diploma or Bachelor’s degree in Automobile Engineering, Mechanical Engineering, or a related field.
- Minimum 5 years of experience as a Service Advisor or in a similar automotive aftersales position.
- Experience working in an automotive dealership or authorised service centre.
- Practical knowledge of vehicle servicing, maintenance and repair processes.
- Experience preparing repair orders, service estimates and customer quotations.
- Hands-on experience with dealer management systems and enterprise resource planning systems.
- Experience handling vehicle handovers and customer service communication.
- Valid UAE driving licence, with the ability to move or test customer vehicles when required.
About Al-Futtaim Automotive – FAMCO
Al-Futtaim Automotive is a leading mobility business operating across the Middle East, Asia and North Africa. The company represents more than 25 internationally recognised brands across passenger vehicles, commercial vehicles and industrial equipment.
Its integrated capabilities include automotive sales, aftersales, logistics, leasing and financial services, providing customers with comprehensive mobility solutions.
As part of Al-Futtaim Automotive, FAMCO (Al-Futtaim Auto & Machinery Company) provides commercial vehicles, industrial equipment, construction equipment and related aftersales services. The business focuses on delivering reliable products and customer-focused solutions across key markets.
With a large team of professionals and a strong focus on innovation, digital transformation and customer experience, Al-Futtaim Automotive continues to develop its mobility and aftersales operations across the region.
Job Details
Job Title: Service Advisor – Volvo Trucks
Company: Al-Futtaim Automotive – FAMCO
Brand: Volvo Trucks
Job Location: Dubai, UAE
Experience: 5+ Years
Education: Diploma or Bachelor’s Degree in Automobile/Mechanical Engineering or related field