Automotive Service Advisor

Role overview

Customer and repair coordination

• Consult with customers and record customer, vehicle, service-history, and repair information.
• Assist with preliminary vehicle inspections and document condition, damage, warning indicators, and reported concerns.
• Explain technical findings, recommended work, parts, labor, costs, and completion estimates.
• Coordinate diagnoses, repair progress, parts, customer approvals, and updates with workshop teams and customers.
• Prepare estimates, quotations, repair orders, job cards, invoices, and required service documentation.
• Recommend appropriate maintenance and services, and follow up on quotations, approvals, reminders, and customer satisfaction.

Service delivery and after-sales

• Coordinate warranty claims, manufacturer campaigns, recalls, service contracts, insurance requirements, quality checks, and vehicle handover.
• Review completed repair orders and explain completed work, replaced parts, warranty coverage, and future maintenance.
• Coordinate payments, deposits, discounts, warranty charges, and other transactions with Finance or Cashier teams.
• Track customer satisfaction, service retention, repair approvals, revenue, and other relevant KPIs.
• Collaborate with Sales, Parts, Warranty, Finance, Customer Service, and Management teams; share operational feedback and support improvements.

Experience and technical knowledge

• Previous experience as an Automotive Service Advisor, Service Consultant, Aftersales Advisor, Workshop Advisor, Service Receptionist, or similar automotive role.
• Good understanding of vehicle servicing, mechanical and automotive electrical systems, diagnostics, maintenance procedures, and common repair requirements.
• Ability to understand technical information and explain problems, recommendations, costs, and service procedures clearly to customers.

Skills and systems

• Strong customer service, communication, interpersonal, negotiation, and consultative sales skills.
• Experience preparing quotations, estimates, repair orders, and invoices and obtaining customer approvals.
• Familiarity with DMS, workshop management systems, CRM, POS, inventory systems, or automotive service platforms.
• Proficiency in Microsoft Office, particularly Excel, Word, and Outlook.
• Strong organization, time management, problem-solving, attention to detail, and ability to manage multiple workshop activities.

Preferred and advantageous qualifications

• A diploma or degree in Automotive Technology, Automotive Engineering, Mechanical Engineering, Business Administration, or a related field is preferred.
• Manufacturer training, automotive technical certifications, recognized Service Advisor qualifications, and experience with premium, luxury, commercial, electric, or hybrid brands are advantageous.

Workplace and schedule

• The role coordinates vehicle reception, workshop scheduling, repair progress, quality checks, and final handover in a workshop or dealership environment.
• Flexible schedules, weekends, public holidays, or extended hours may be required.