Service Advisor
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Key skills for this role
About the Role
Lucid Motors is seeking a Service Advisor to act as the primary customer contact, manage service appointments, create job orders, and coordinate with internal teams. The role requires strong customer service skills and automotive service experience, preferably with EVs.
Key Skills for This Role
Responsibilities
- Set up and manage service and mobile appointments in line with Lucid standards
- Perform pre arrival checks for upcoming appointments
- Greet customers professionally and capture language preference, contact details, and preferred communication method
- Perform or coordinate a walk around inspection at check in
- Validate and document customer concerns
- Obtain customer approval for the initial work scope and diagnostic plan
- Create work orders in CRM / Salesforce with complete and accurate details
- Prepare accurate quotations for labor and parts
- Present estimates clearly to customers and obtain approval
- Provide timely status updates to customers throughout the repair cycle
Requirements
- Diploma or Bachelor’s degree in Automotive Technology, Mechanical Engineering, Business Administration, or a related field
- Minimum 2–4 years of experience in a customer facing automotive service role (Service Advisor, Service Consultant, or similar)
- Experience working with Electric Vehicles (EVs) and/or premium automotive brands is preferred
- Strong understanding of automotive service processes, repair orders, warranty procedures, and customer service standards
- Experience using CRM, Salesforce, Dealer Management Systems (DMS), or similar service management platforms
- Knowledge of automotive workshop operations, job coding, labor operations, quotations, and invoicing processes
- Ability to read and interpret technical information, service bulletins, and repair recommendations
- Excellent verbal and written communication skills in English; Arabic language proficiency is preferred
Full Job Posting
Position Overview
- Act as the primary point of contact for customers, manage service appointments (including pre arrival preparation), create accurate job orders, coordinate with internal teams, and ensure timely and quality service delivery while maintaining high customer satisfaction. The Service Advisor also owns t
Key Responsibilities
- Set up and manage service and mobile appointments in line with Lucid standards and Service (Appt Preparation).
- Confirm bookings and reschedule as needed; ensure workshop capacity and technician skill availability are considered.
- Perform pre arrival checks for upcoming appointments (e.g., 48 hours before visit).
- Greet customers professionally, capture language preference, contact details, and preferred communication method.
- Perform or coordinate a walk around inspection at check in.
- Validate and document customer concerns (following Three C’s logic: Concern/Condition).
- Obtain customer approval for the initial work scope and diagnostic plan, including any diagnostic charges.
- Create work orders in CRM / Salesforce with complete and accurate details.
- Coordinate with Team Leader / Workshop Supervisor for job allocation.
- Prepare accurate quotations for labor and parts.
- Present estimates clearly to customers and obtain approval.
- Provide timely status updates to customers throughout the repair cycle.
Skills
- Strong customer service and communication skills, including handling escalations and VOR situations calmly and professionally.
- Basic to intermediate technical understanding of automotive and EV systems.
- Proficiency in CRM / Salesforce / DMS and MS Office; comfortable working with digital forms and photo/video documentation.
- Ability to understand and apply Service & Warranty BRD rules (job codes, pay types, documentation).
- Good problem solving, prioritization, and time management skills, especially under pressure from VOR and high priority cases.
- Attention to detail in documentation, estimates, and system entries.
Minimum Qualifications
- Diploma or Bachelor’s degree in Automotive Technology, Mechanical Engineering, Business Administration, or a related field.
- Minimum 2–4 years of experience in a customer facing automotive service role (Service Advisor, Service Consultant, or similar).
- Experience working with Electric Vehicles (EVs) and/or premium automotive brands is preferred.
- Strong understanding of automotive service processes, repair orders, warranty procedures, and customer service standards.
- Experience using CRM, Salesforce, Dealer Management Systems (DMS), or similar service management platforms.
- Knowledge of automotive workshop operations, job coding, labor operations, quotations, and invoicing processes.
- Ability to read and interpret technical information, service bulletins, and repair recommendations.
- Excellent verbal and written communication skills in English; Arabic language proficiency is preferred.
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