Service Advisor – Automotive After Sales
Job Description
We are seeking an experienced and customer-focused Service Advisor to join our Automotive After Sales team in Doha, Qatar.
The successful candidate will serve as the primary point of contact between customers and the service workshop, ensuring efficient service coordination, accurate documentation of vehicle concerns, timely communication, and excellent customer satisfaction.
The role requires strong automotive technical knowledge, excellent communication skills, and the ability to effectively manage customer expectations throughout the vehicle servicing and repair process.
Key Responsibilities
Customer Service & Relationship Management
- Welcome customers, understand their vehicle service requirements, and provide professional assistance throughout the service process.
- Respond to customer inquiries, service appointments, and concerns in a timely and professional manner.
- Advise customers on periodic vehicle maintenance requirements in accordance with manufacturer recommendations.
- Explain repair requirements, estimated costs, and expected completion times, obtaining customer approval before proceeding with additional repairs.
- Handle customer complaints professionally and escalate complex concerns to the Service Manager or Workshop Manager when necessary.
- Review and explain final service invoices to customers and recommend future service appointments.
Service Reception & Repair Order Management
- Accurately identify and document customer complaints, vehicle symptoms, and service requirements.
- Prepare detailed and accurate Repair Orders (ROs) to facilitate efficient diagnosis and repair.
- Conduct initial vehicle inspections and coordinate test drives when necessary to identify reported concerns.
- Liaise with workshop personnel to clarify technical issues and ensure proper communication of repair requirements.
- Monitor service progress and coordinate with the workshop to meet agreed vehicle delivery timelines.
- Ensure Repair Orders are properly documented and closed upon completion of service activities.
Service Coordination & Operational Support
- Coordinate with the Workshop and Parts Departments to ensure efficient service delivery.
- Communicate service updates, additional repair requirements, and potential delays to customers.
- Support the promotion of genuine parts, accessories, and available service campaigns.
- Maintain an organized and professional service reception area.
- Share customer feedback and operational concerns with the relevant management team.
Quality & Compliance
- Ensure compliance with manufacturer service procedures, dealership standards, and company policies.
- Maintain accurate service documentation and customer records.
- Keep updated on automotive technical information, service procedures, and manufacturer recommendations.
- Participate in required manufacturer training and certification programs.
- Follow established workplace safety and service quality standards.
Skills
Qualifications & Experience
- College graduate, preferably in an automotive-related or technical discipline.
- Minimum 5 years of relevant experience in the automotive industry.
- Relevant experience in automotive service reception, customer service, or workshop coordination.
- Good technical knowledge of automotive systems, vehicle maintenance, and repair procedures.
- Familiarity with dealership service processes, repair orders, and manufacturer maintenance standards.
- Good communication skills in English and Arabic.
- Relevant manufacturer or dealership training and certifications are advantageous.
Required Skills & Competencies
- Excellent customer service and relationship management skills.
- Strong interpersonal and communication abilities.
- Ability to understand and explain automotive service and repair requirements.
- Strong attention to detail and accuracy in preparing Repair Orders.
- Effective complaint handling and conflict resolution skills.
- Good organizational and time management abilities.
- Ability to coordinate efficiently with workshop and parts personnel.
- Professional appearance and customer-focused attitude.
- Ability to work effectively in a fast-paced automotive dealership environment.
