Job Purpose
A Service Consultant at BMW is responsible for receiving customers and their vehicles into the workshop, coordinating service activities, and managing the customer journey from vehicle reception through delivery. The role ensures high-quality service, clear communication, and an exceptional customer experience throughout the service process.
Key Responsibilities
- Welcome customers and provide professional service consultation, including initial fault identification when applicable
- Perform vehicle walk-around inspections with customers and accurately record concerns
- Coordinate test drives when required to support accurate diagnosis with technicians
- Prepare complete and detailed repair orders, including vehicle data, diagnosis, labor times, costs, and expected completion dates
- Ensure parts availability prior to commencing repairs
- Offer additional services, accessories, and dealership products when appropriate
- Obtain customer approval for any additional work and communicate updates to the workshop team
- Monitor repair progress and keep customers informed of status updates
- Review and explain service invoices clearly to customers
- Coordinate warranty job cards with the warranty team
- Ensure smooth vehicle handover upon service completion
- Record and maintain accurate customer and vehicle data
- Prepare cost estimates and reports for repairs not carried out
- Organize service follow-ups and post-delivery customer communication
- Support recall campaigns and ensure proper order settlement
Job Requirements
- Education: B.Sc. in Mechanical Engineering, Mechatronics, or a related field
- Experience: Minimum 1–2 years of experience in automotive after-sales or service consulting
Skills & Competencies
- Strong command of English and Arabic (written and spoken)
- Proficient in Microsoft Office
- Strong customer service and communication skills
- Ability to manage multiple tasks and meet deadlines
- Professional, organized, and customer-focused approach
- Knowledge of service processes, company policies, and quality standards
