Service Advisor

JOB TITLE:        SERVICE ADVISOR

OBJECTIVES AND GENERAL OVERVIEW OF THE POSITION:

The Service Advisor serves as the primary point of contact for customers throughout the service process. This role acts as the key liaison between the customer and the dealership and is therefore expected to consistently represent the company in accordance with established guidelines and standards. The Service Advisor is responsible for delivering a high-quality service experience to customers of all brands serviced at the assigned location, ensuring expectations are exceeded while maximizing service and parts sales within the department.

KEY RESPONSIBILITIES:

• The individual in this role is responsible for ensuring smooth departmental operations, high levels of customer satisfaction, and full adherence to company and manufacturer standards, including the following:
• Deliver a professional and high-quality Customer Experience (CX), including proper customer welcome, accurate completion of check-in documentation, and completion of Vehicle Physical Inspection forms with all damages, contents, requested work, and required signatures recorded prior to workshop intake.
• Generate, manage, and maintain accurate Repair Orders (ROs) in the Dealer Management System (DMS), including verification of appointment details, documentation of customer concerns, promise times, Operational Codes (Op Codes), and monitoring job progress.
• Obtain and document all required customer approvals (estimates, delivery timelines, payment method, warranty considerations) prior to commencing repairs, and ensure timely communication of additional work, costs, and repair updates, with accurate communication logs maintained.
• Ensure all repairs are completed accurately, within required timelines, and in accordance with quality-control standards, including review of technical comments, MPI sign-off, pre-invoice verification, and monitoring of “ready-to-post” jobs.
• Maximize service and parts sales while maintaining strong professional relationships with technicians, parts personnel, sales representatives, and other stakeholders.
• Maintain accurate departmental records, including repair order files, work-in-progress documentation, daily RO status reports, closure of ROs within 48 hours of vehicle return, and monitoring of in-house new-vehicle job ROs.
• Manage warranty and denied work processes in accordance with manufacturer policies, ensuring required approvals are obtained and claims are submitted within designated timelines.
• Ensure strict adherence to Special Ordered Parts (SOR) procedures, including payment or approved purchase orders prior to opening ROs, timely parts requests, and preventing SOR stock from exceeding 14 working days.
• Conduct active delivery, including invoice and MPI explanation, customer walk-around inspections, verification of replaced parts, confirmation of stamped paid invoices, and key release.
• Manage service appointment scheduling within the DMS and ensure placement of service reminder stickers upon completion.
• To perform any duties which are related but limited to the above as requested by management.

Behavioural Competencies

• Well organized and alert
• Ability to communicate effectively
• Reliable and disciplined
• Ability to lead a team
• Team player