The service advisor is responsible for interacting with customers to manage their service requests, provide detailed information about repairs and maintenance, and ensure a high level of customer satisfaction. This role involves assessing customer needs, preparing service estimates, coordinating with the workshop team, and handling administrative tasks related to service operations.
KEY ACCOUNTABILITIES OF THE ROLE
Greet customers and listen to their service needs or concerns regarding their motorcycles.
Provide professional and courteous customer service, addressing inquiries and offering solutions.
Explain repair and maintenance procedures, parts, in a clear and understandable manner.
Assess customer issues and service requests, prepare detailed service estimates and repair orders.
Schedule service appointments and manage the workflow to ensure timely completion of repairs and maintenance.
Coordinate with team leaders and technicians to communicate customer needs and ensure accurate and efficient service.
Provide customers with accurate cost estimates for repairs, parts, and labour.
Prepare and process invoices, ensuring all charges are correctly applied and documented.
Review completed work and final invoices with customers to confirm satisfaction and clarify any questions.
Maintain regular communication with customers regarding the status of their service, including updates on repairs and estimated completion times.
Handle customer complaints and service issues professionally, seeking resolutions that enhance customer satisfaction.
Identify opportunities to upsell additional services, parts, or accessories based on customer needs and vehicle condition.
Provide recommendations for routine maintenance and preventative care to extend the life of the motorcycle.
Ensure that all services performed meet high standards of quality and safety.
Monitor customer feedback and service metrics to identify areas for improvement and implement necessary changes.
QUALIFICATIONS
Bachelor's degree or diploma in Automobile Engineering
PREVIOUS EXPERIENCE
Minimum 2 years of experience in a related field.
SKILLS/ TECHNICAL KNOWLEDGE REQUIRED FOR THIS ROLE
Prior Vehicle Servicing Experience from a dealership is mandatory
Familiarity and working knowledge of vehicle maintenance, collision repair, systems, components, and design
Must possess excellent communication, coaching, and leadership skills
Strong verbal and written communication skills
Strong organizational skills and the ability to multi-task
Basic computer navigation skills and knowledge of Microsoft Office applications
Must be able to travel frequently
Ability to communicate in other languages is a plus.