EV Service Advisor

EV Service Advisor - BYD Aftersales
Location: Dubai, United Arab Emirates
Industry: Automotive
Function: Technical Customer Service
Experience: 2‑3 years in automotive service advising or a customer‑facing aftersales role
Job Type: Full‑time

Al‑Futtaim Electric Mobility is hiring an EV Service Advisor for BYD in Dubai. The role manages electric vehicle service visits, explains repair requirements, coordinates workshop activities, supports sales, and communicates with customers throughout the service process. The advisor will represent BYD professionally from vehicle reception through final delivery, strengthening customer loyalty and supporting workshop revenue.

• Welcome BYD customers and create a professional, efficient vehicle‑reception experience.
• Listen carefully to customer concerns and document reported symptoms accurately.
• Review vehicle history, maintenance schedules, warning messages, charging concerns, and previous repair records.
• Explain electric vehicle maintenance, battery care, charging systems, inspections, and repair requirements in clear language.
• Create accurate repair orders containing customer requests, vehicle information, and initial findings.
• Prepare service estimates covering labour, parts, maintenance, diagnostics, and approved additional work.
• Explain estimated costs, repair priorities, expected completion times, and warranty coverage.
• Obtain customer authorisation before beginning chargeable work.
• Coordinate repair requirements with EV Technicians, Diagnostic Technicians, workshop controllers, parts teams, and supervisors.
• Monitor job progress and identify any delays affecting the promised completion time.
• Provide regular and accurate updates to customers throughout the service process.
• Contact customers promptly when technicians identify additional repair or maintenance requirements.
• Translate technical workshop findings into simple, customer‑friendly explanations.
• Ensure customer decisions and approvals are recorded correctly.
• Promote suitable maintenance packages, vehicle accessories, charging solutions, and aftersales services.
• Identify genuine upselling opportunities that support vehicle performance, safety, convenience, or ownership value.
• Contribute to aftersales revenue without compromising transparency or customer trust.
• Build long‑term customer relationships through dependable communication and professional follow‑up.
• Support retention and loyalty by delivering a consistent BYD service experience.
• Address customer questions about electric vehicle operation, charging, routine care, and service intervals.
• Handle complaints and service concerns professionally and coordinate timely corrective action.
• Escalate complex technical or customer issues to the appropriate workshop leader.
• Review completed repairs with the workshop team before vehicle delivery.
• Confirm that inspections, quality checks, repairs, and required documentation have been completed.
• Ensure vehicles are prepared and delivered within the agreed timeline wherever operationally possible.
• Explain the completed work, replaced parts, warranty terms, invoice, and future service recommendations.
• Confirm customer understanding before closing the service visit.
• Follow up after delivery where required to verify satisfaction and resolve remaining concerns.
• Maintain accurate customer details, repair orders, estimates, approvals, invoices, and communication records.
• Follow company policies, standard operating procedures, warranty controls, and data‑handling requirements.
• Use Microsoft Office, SAP, customer relationship management platforms, and workshop systems as required.
• Work with the aftersales team to improve service quality, workshop utilisation, customer satisfaction, and operational efficiency.
• Maintain current knowledge of BYD vehicles, electric mobility, high‑voltage systems, charging products, and new automotive technologies.
• Participate in product, service‑process, sales, and customer‑experience training.
• Support a professional workplace aligned with safety, quality, environmental, and customer‑service standards.

• Diploma or bachelor’s degree in Automotive Technology, Mechanical Engineering, Business, or a related field.
• Between 2 and 3 years of experience as a Service Advisor or in a customer‑facing automotive aftersales position.
• Previous experience supporting electric or hybrid vehicle brands is highly preferred.
• Good understanding of automotive workshop operations, repair orders, service estimates, and vehicle delivery processes.
• Basic knowledge of electric vehicle technology, bat