Service Advisor - Motor City Service Center

About the role

The Service Advisor acts as the main point of contact between customers and the service center, advising on vehicle maintenance and repair needs, preparing service estimates, negotiating service costs and coordinating with the workshop team. The role aims to deliver a high level of customer satisfaction while meeting service center revenue and operational targets.

Key responsibilities

• Welcome customers, understand their vehicle service, maintenance and repair needs, and conduct initial inspections and job card preparation.
• Explain recommended repairs, labor charges, parts costs and service timelines, then prepare and obtain customer approval for quotations.
• Negotiate and persuade customers to confirm repair orders and maximize service sales.
• Follow up on pending quotations and approvals, coordinate with technicians, parts and service management, and keep customers informed of progress and delays.
• Explain completed repairs at handover, handle complaints professionally and escalate complex matters.
• Promote additional services, preventive maintenance and genuine spare parts sales, and maintain accurate customer records and service documentation.
• Achieve targets for labor sales, service revenue, customer satisfaction, upselling and retention, and comply with company policies, quality standards and health and safety requirements.

Required profile

• Diploma or degree in Automotive Engineering, Mechanical Engineering, Automobile Technology or a related field is preferred.
• At least 3 years of experience as a Service Advisor in an automotive dealership, service center or workshop.
• Good understanding of vehicle servicing, preventive maintenance, repair processes, labor operations and spare parts.
• Experience preparing service estimates, explaining repair requirements and handling customer approvals.
• Proven ability to meet service sales targets and turn enquiries into business.

Required skills

• Excellent English, verbal and written, and strong negotiation and customer-handling skills.
• Ability to explain technical vehicle issues simply and to work under pressure in a fast-paced environment.
• Proficiency in MS Office and familiarity with automotive dealer management systems (DMS) or workshop management software.