Service Advisor - Motorcycle

Role Overview

As a Service Advisor, you will play a pivotal role in delivering a premium, transparent, and efficient service experience for Harley-Davidson customers. As part of our Abdulla Al Masaood and Sons Motorcycles (Harley-Davidson) Dubai team, you'll work in an ONSITE environment, managing end-to-end customer interactions, supporting seamless workshop operations, and contributing to service revenue objectives. You will ensure that customer satisfaction stays at the highest level in a competitive local market, maintaining Harley-Davidson's legendary standards of service excellence.

Responsibilities

• Customer Experience (Premium Focus):
• Welcome customers in a professional, brand-aligned manner
• Understand rider concerns and accurately capture service requirements
• Provide clear cost estimates (parts, labor, timelines) in AED
• Proactively update customers via calls/WhatsApp throughout the repair process
• Deliver bikes with full explanation of work completed
• Workshop Coordination:
• Open and manage job cards using DMS systems
• Plan workshop loading based on technician skill levels and capacity
• Liaise daily with foreman/master technician for accurate diagnosis and timelines
• Ensure promised delivery times are met (critical in Dubai market)
• Revenue Generation:
• Upsell maintenance packages, wear-and-tear items, and genuine parts
• Promote seasonal campaigns (summer/winter checks, riding season prep, etc.)
• Support service department monthly revenue targets
• Technical & Warranty Handling:
• Interpret diagnostic results and communicate in simple terms
• Ensure correct application of manufacturer warranty policies
• Maintain proper documentation for audits and claims
• Customer Satisfaction & Retention:
• Handle complaints calmly and professionally (high expectations in UAE clientele)
• Maintain high CSI scores and Google review ratings
• Follow up after service to build long-term relationships
  

Must have requirements

• Minimum 2 years of experience as a Service Advisor in automotive or motorcycle industry
• Previous experience with premium or luxury brands, preferably within the UAE
• Excellent communication skills (English required; Arabic is a strong advantage)
• Strong customer-handling skills with premium clientele
• Technical understanding of motorcycles, ideally cruisers or touring bikes
• Proficiency with DMS/job card systems and workshop coordination
• Valid UAE driving license (motorcycle license is a plus)
  
  

Nice to have requirements

• Sales mindset with the ability to upsell without being pushy
• Prior experience in motorcycle aftersales or service campaigns
• Ability to work well under pressure in a fast-paced environment