Service Advisor - Motorcycle
Abdulla Al Masaood and Sons Group (AMS Group)
Date: 2 weeks ago
City: Dubai
Contract type: Full time
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
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
- 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)
- 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
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