Job Description

:
Role Summary
The Motorcycle Service Advisor is the primary point of contact between the customer and the service workshop. This role involves professionally managing the service process, from initial customer reception and booking to final vehicle handover, ensuring clear communication, customer satisfaction, and maximizing service revenue.
Key Responsibilities

• Professionally greet customers and initiate the service process for motorcycle maintenance and repair.
• Actively listen to customer descriptions of vehicle issues, accurately documenting concerns on the Repair Order (RO).
• Conduct a thorough visual inspection and complete the vehicle check-in process with the customer.
• Provide clear, detailed explanations of the work needed, cost estimates, and expected completion times.
• Act as the liaison between the customer and the Motorcycle Technicians, relaying technical findings and customer requests accurately.
• Proactively communicate job progress, delays, or changes in repair costs to the customer.
• Upsell recommended services, maintenance packages, and necessary repairs identified by the technician, clearly explaining the benefits to the customer.
• Prepare accurate and transparent cost estimates and invoices.
• Ensure the highest utilization of the workshop by efficiently scheduling appointments and managing the service workload.
• Follow up on customer feedback and outstanding service issues to ensure repeat business and customer loyalty.
• Open, manage, and close Repair Orders using the DMS/ERP system accurately.
• Coordinate with the Parts Department to ensure the timely ordering and availability of necessary parts for scheduled jobs.
• Conduct the final vehicle handover, explaining the work done and the invoice charges to the customer.
• Maintain up-to-date knowledge of all manufacturer service campaigns, warranty procedures, and technical bulletins.
• Process warranty claims according to dealership and manufacturer guidelines.

Required Qualifications and Skills

• Experience: Minimum 2-3 years of experience as a Service Advisor, preferably within the motorcycle, automotive, or powersports industry.
• Technical Knowledge: A strong foundational understanding of motorcycle mechanical and electrical systems to accurately interpret customer issues and discuss repairs with technicians.
• Communication Skills: Excellent verbal and written communication, interpersonal, and active listening skills.
• Customer Focus: Proven ability to handle customer concerns and conflicts professionally and effectively to ensure high Customer Satisfaction Index (CSI) scores.
• Computer Proficiency: Skilled in using DMS/ERP software (e.g., SAP, CDK, Reynolds & Reynolds) and Microsoft Office Suite.
• License: A valid Motorcycle driving license is highly preferred.

Skills Required