Service Advisor

Role purpose

Customer interaction and recommendations

• Greet customers, listen to vehicle concerns, ask relevant questions, and document reported problems.
• Explain automotive issues and recommended work in non-technical language.
• Consult service manuals and technical documentation to make accurate recommendations.
• Recommend services using mileage, manufacturer guidelines, and inspection results; explain preventive maintenance.
• Provide accurate repair cost and completion-time estimates.

Scheduling, estimates, and parts

• Schedule repairs and maintenance and coordinate resource allocation with the service department.
• Keep customers informed about vehicle status and service timeline changes.
• Prepare estimates for parts, labor, and additional services; provide quotes and obtain approval before repairs begin.
• Verify parts availability and order components required for repairs.

Service quality and records

• Address concerns promptly, follow up after service, and escalate complaints to management when necessary.
• Maintain records of customer interactions, service requests, repairs, and parts used.
• Prepare and process service invoices and collaborate with accounting on billing and payments.
• Stay informed about automotive technology, procedures, and industry trends; work with technicians to explain complex issues accurately.
• Record faults and agreed requirements correctly on job cards to avoid ambiguity affecting repair quality.
• Arrange inspection of completed work to confirm prescribed standards and customer expectations are met.

Sales and revenue

• Identify relevant opportunities to offer additional services or accessories based on customer needs and vehicle condition.
• Promote service packages, maintenance plans, and dealership promotions.
• Meet or exceed sales targets and service department revenue goals.

Requirements

• Understand customer vehicle issues and explain automotive concerns and recommended repairs in non-technical language.
• Use service manuals, technical documentation, mileage, manufacturer guidelines, and inspection results to make service recommendations.
• Prepare accurate estimates covering parts, labor, additional services, and completion timeframes.
• Obtain customer approval before initiating repairs.
• Coordinate with technicians, mechanics, the service department, and accounting as needed.
• Record faults and agreed service requirements correctly on job cards to avoid ambiguity affecting repair quality.
• Inspect completed work against prescribed standards and customer expectations.
• Meet or exceed service sales targets and department revenue goals.