Automotive Service Advisor

About the role

The Automotive Service Advisor acts as the primary liaison between customers and the service team, ensuring vehicle concerns, maintenance needs, and repair requirements are clearly understood and efficiently coordinated. This role blends customer service, automotive knowledge, and administrative coordination to deliver a professional service experience.

Key responsibilities

• Receive vehicle service requests, gather relevant information, and arrange inspections.
• Communicate inspection findings, recommended repairs, costs, and timelines to customers in a clear, professional manner.
• Create and update work orders, monitor repair progress, and check parts availability.
• Coordinate appointments, vehicle handovers, and service priorities with technicians, parts teams, and warranty personnel.
• Maintain accurate service records, inspection results, approvals, invoices, and parts information.
• Handle customer questions, follow‑up inquiries, and complaints while maintaining a customer‑focused approach.
• Support preventive maintenance by reviewing service history, manufacturer recommendations, and inspection results.
• Utilise dealership management systems, CRM platforms, digital inspection applications, and electronic service records to manage information.

Required profile

• Diploma or Bachelor’s degree in Automotive Technology, Mechanical Engineering, Automotive Management, Business Administration, or related field (preferred).
• Strong understanding of automotive systems, vehicle maintenance, diagnostics, and workshop operations.
• Ability to interpret vehicle symptoms, explain technical information, and obtain customer approvals.
• Excellent verbal and written communication with a professional, approachable manner.
• Organisational skills to manage multiple service requests, appointments, and documentation.
• Attention to detail when reviewing service histories, inspection findings, and repair recommendations.
• Problem‑solving and decision‑making abilities, including handling complaints calmly.
• Professional appearance, reliable work approach, and commitment to customer satisfaction.

Required skills

• Automotive systems knowledge
• Vehicle diagnostics
• Workshop management software (DMS)
• CRM platforms
• Digital inspection tools
• Electronic service record systems