Service Advisor

JOB OVERVIEW: The Service Advisor is the primary liaison between customers and the workshop team. Responsible for providing a premium customer experience, the Service Advisor ensures that all vehicle service and repair requirements are clearly communicated, properly documented, and executed to the highest standards. This job involves managing service bookings, advising customers on maintenance and repair needs, preparing cost estimates, and keeping customers informed throughout the service process. KEY DUTIES AND RESPONSIBILITIES• Greet customers in a professional, courteous, and welcoming manner, creating a positive first impression. • Listen to and accurately record customer concerns, symptoms, and service requests.

• Provide advice on routine maintenance, warranty coverage, and recommended services to ensure vehicle reliability and performance. • Schedule service appointments and coordinate workshop capacity based on technician availability and job priority. • Create detailed and accurate job cards using the Dealer Management System (DMS), ensuring clear communication of customer requirements to workshop personnel. • Monitor job progress and proactively update customers on vehicle status, expected completion times, and any unforeseen delays. • Prepare and present service estimates, explaining work needed and associated costs in a transparent manner. • Obtain customer approval for repairs and additional work required, ensuring compliance with internal authorization processes.

• Coordinate with the parts department to ensure availability of required components. • Finalize invoices and review with customers upon vehicle delivery, answering any billing questions. • Ensure all completed jobs meet quality and safety standards before delivery to the customer. • Conduct post-service follow-up to measure customer satisfaction and resolve any complaints or concerns. • Actively participate in continuous improvement initiatives to enhance service delivery and retention rates. • Ensure compliance with Mercedes-Benz service processes, brand standards, warranty procedures, and regulatory guidelines. • Maintain accurate customer records, service history, and feedback logs.

• Provide daily updates to the Aftersales Manager on bookings, customer feedback, and job status. • Uphold company values throughout business practices and utilise sound judgment in decision making. • Any other additional duties as may be required by management based on needs of the business. POSITION REQUIREMENTS WORK EXPERIENCE • A minimum of 1-3 years working experience in a similar role. • Experience working with a premium or luxury automotive brand (such as Mercedes-Benz) is preferred. EDUCATIONAL QUALIFICATION • Diploma or bachelor’s degree in automotive technology, Business Administration, or a related field.

SKILLS/BEHAVIOUR ATTRIBUTES• Solid understanding of automotive systems, maintenance requirements, and repair procedures. • Proficiency in Dealer Management Systems (DMS) and workshop planning tools. • Ability to read and interpret technical documents, estimates, and repair orders. • Knowledge of warranty policies and claims processes is an advantage. • Strong customer service orientation with excellent interpersonal skills. • High attention to detail and accuracy in documentation. • Clear verbal and written communication, with the ability to explain technical information to nontechnical customers. • Professional appearance and demeanor. • Proactive, solution-focused, and able to work under pressure in a fast-paced environment