Service Advisor

Key Responsibility & Authority:

The Service Advisor endeavors to provide the best possible quality of service, which ultimately will serve to

bring in new customer, ensures responsibility of the Service Reception are carried out according to the

official service guidelines of each franchise.

Key Activities:

• The Service Advisor is fully responsible for any commercial transaction for each vehicle under him. i.e., He is

responsible for the down payment on pro-forma invoice or quotation, parking charges, storage of the

vehicle, cannibalization of the vehicle.

• Greet and attends to the customer as they enter the service reception in a highly professional manner.

• Note down a fully detailed list of the customers’ requirements and complete a visual inspection of the car .

• Ensure that a test drive is carried out with the customer to determine the nature of the problem to issue a

clear diagnosis.

• During delivery he discusses the invoice with the customer and ensures that all the items are covered.

• Inform the Workshop Manager about customer attitude where extra attention is called for under special

circumstances

• Issues a diagnosis report to the Workshop Manager for each vehicle and additional defects founds

• With continuous training and regular updates from Service Information’s he ensures his knowledge is kept

up to date.

• He ensures that the job card closure is timely and with proper documentation

• Talks to the customer on the telephone to understand their requirements, to personalize the call, make the

appointment and agree any mobility solutions (e.g., courtesy car) that will be provided

• Completes the Repair Order (Job Card) to provide an accurate and complete record of the customer’s

requirements.

• Makes a reminder call to the customer before the appointment to confirm the requirement, recap on any

agreed mobility solutions and establish if any additional work is required on the vehicle.

• Liaises with colleagues in the Workshop to understand the progress being made on the vehicle and any

additional work that is required or changes to the time when the vehicle will be ready.

• Talks to the customer to explain the reason for any additional work and get their approval for the costs that

are involved or communicate any changes to the time when the vehicle will be ready (dependable).

• Ensures that any requests from the customer are handled promptly and accurately so that the customer’s

expectations will be met when they collect their vehicle.

• Ensure customer are fully satisfied and understood the job done and call the customer for follow up call

after the customer received his vehicle.

• Achieving daily, monthly targets and KPIs

Requirements

• High school diploma or equivalent; additional technical or vocational training in automotive technology is a plus.

• Proven experience as a Service Advisor or in a customer service role within the automotive industry.

• Strong communication and interpersonal skills to effectively liaise with customers, technicians, and other team members.

• Excellent organizational skills and attention to detail to manage multiple appointments and service orders efficiently.

• Ability to understand and explain complex automotive concepts to customers in a clear and concise manner.

• Proficiency in using computer software and systems related to service management and scheduling, such as CRM software.

• Strong problem-solving skills to address customer needs and find effective solutions quickly.

• Ability to work in a fast-paced environment and handle a high volume of customer interactions.

• A valid driver's license and a clean driving record for test-driving vehicles as needed.

• Strong salesmanship abilities to upsell services and products while maintaining customer trust.