Service Advisor

Job Overview

This role serves as the key connection point between vehicle owners and the workshop team. The Service Advisor gathers customer concerns, communicates repair needs and timelines, and keeps both sides aligned throughout the service process. The position calls for strong customer handling ability, a polished service approach, and a commercially aware mindset.

Operational Responsibilities

• Listen to customer complaints and vehicle issues in a courteous, welcoming manner, then document the required service work.
• Assess the vehicle through a test drive when needed to better understand the reported issue and estimate the likely labour and parts cost.
• Prepare the job details on the T-card, including the repair estimate, and set a delivery date based on spare-parts availability and manpower in the control room.
• Obtain quotation approvals and communicate them to the control room so repair work can begin.
• Track daily vehicle bookings and planned delivery timings to ensure timely follow-up.
• Coordinate with the floor in-charge and monitor delivery commitments regularly.
• Make sure all work recorded on the job card is completed before the promised delivery time.
• Seek customer approval in advance for any additional repair not previously discussed.

Advisory and Commercial Duties

• Recommend other necessary repairs beyond the issue initially reported by the customer.
• Review quotations and, where appropriate, decide on final estimates including discounts based on the vehicle make and model.
• Arrange LPOs and ensure job cards are closed promptly without unnecessary delay.

People and Communication

• Act as the bridge between technicians and customers, translating technical repair recommendations into clear, easy-to-understand language.
• Brief mechanics on customer expectations and help manage repair schedules effectively.

Requirements

• Diploma or degree in Automobile Engineering or Mechanical Engineering.
• 3 to 5 years of experience working as a Mechanical Service Advisor in the automobile industry.

Additional Information

The role is focused on delivering a high standard of customer service while maintaining efficient workshop coordination. Candidates should be comfortable balancing technical discussions, customer communication, and repair follow-up in a fast-paced service environment.