Job Description & How to Apply Below
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 on-site 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 or Whats App 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 or master technician for accurate diagnosis and timelines.
- Ensure promised delivery times are met (critical in the 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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