Position: Service Advisor
Department: After-Sales / Workshop
Location: Oman – Muscat / Sohar / Salalah
Employment Type: Full-Time
Reporting To: Service Manager / Workshop Manager
Job Summary
We are looking for an experienced and customer-focused Service Advisor to join our After-Sales/Workshop team in Oman. The Service Advisor will act as the primary link between customers and the workshop, ensuring that customer requirements are properly understood, documented, communicated to technicians, and completed within the agreed time and cost.
The candidate should have good technical knowledge of automotive/commercial vehicles, strong customer-handling skills, and the ability to coordinate multiple workshop jobs efficiently.
Key Responsibilities
Receive customers professionally and understand their vehicle service and repair requirements.
Inspect and record customer complaints, vehicle condition, mileage and required services accurately.
Prepare job cards/work orders with clear details of customer complaints and requested work.
Coordinate with technicians and workshop supervisors for diagnosis, repair and maintenance.
Prepare service estimates and explain required repairs, parts, labour and costs clearly to customers.
Obtain customer approval before carrying out additional or non-authorized repairs.
Monitor workshop job progress and ensure vehicles are completed within the committed delivery time.
Keep customers regularly informed about job progress, additional repairs, delays and completion status.
Coordinate with the Spare Parts Department to ensure required parts are available.
Verify completed work with the workshop team before vehicle delivery.
Review invoices against the work actually completed and explain charges to customers.
Coordinate vehicle delivery and ensure all customer concerns have been addressed.
Handle customer complaints professionally and escalate major issues to the Service/Workshop Manager.
Conduct post-service follow-up calls and maintain customer satisfaction.
Promote preventive maintenance, service packages and other value-added after-sales services.
Maintain accurate customer records, service history and workshop documentation in the ERP/DMS.
Follow up on pending quotations, service contracts and repeat customers.
Monitor open job cards, pending approvals, pending parts and delayed jobs.
Support the workshop in achieving monthly service revenue, customer satisfaction and productivity targets.
Ensure compliance with company workshop procedures, safety standards and manufacturer/service requirements.
Prepare daily/weekly reports on bookings, open jobs, completed jobs, pending approvals and customer feedback.
Requirements
3–5 years of experience as a Service Advisor, preferably in an automotive dealership, commercial vehicle, truck or heavy-equipment workshop.
Diploma/ITI in Automobile Engineering, Mechanical Engineering or a related technical qualification is preferred.
Good understanding of vehicle maintenance, servicing, diagnostics and repair procedures.
Experience with job cards, service estimates, quotations and workshop invoicing.
Experience with ERP, DMS or workshop management software.
Strong customer-service and communication skills.
Good command of English; Arabic is an advantage.
Valid Oman driving license is preferred/required depending on company requirements.
Ability to work under pressure and manage multiple customer/job requirements simultaneously.
Key Performance Indicators (KPIs)
Customer Satisfaction / Customer Feedback
Service Revenue Achievement
Number of Jobs Completed
Workshop Turnaround Time
Job Card Accuracy
Estimate-to-Approval Conversion
Repeat Customer Rate
Pending Job / WIP Control
Additional Service Revenue
Customer Complaint Resolution
Post-Service Follow-up Completion
Preferred Candidate Profile
Candidates with experience in commercial vehicles, trucks, buses, fleet maintenance or heavy equipment will be given preference. Experience dealing with fleet customers, companies, rental fleets and commercial-vehicle operators will be an added advantage.