Job Description

SERVICE ADVISOR

Location: Montego Bay, Jamaica

Department: Service

Industry: Automotive

Position Summary

Our client, a leading organization within Jamaica’s automotive industry, is seeking a professional and customer focused Service Advisor to join its Montego Bay operation.

The Service Advisor will serve as a key link between customers and the automotive service team. The successful candidate will consult with customers regarding vehicle service requirements, prepare estimates, coordinate with Technicians, Workshop Supervisors and the Parts Department, monitor work in progress, and ensure customers receive accurate information throughout the service process. The role also has responsibility for ensuring that final billing accurately reflects the services performed.

Qualifications and Experience

• Minimum of five O Level subjects, including Mathematics and English
• Tertiary level certification from HEART NSTA Trust, NCTVET or another recognized institution
• Valid driver’s licence, with a General Licence held for a minimum of two years
• Minimum of two years’ experience within an automotive dealership or manufacturer related environment
• Minimum of two years’ customer service experience
• Customer service training would be an asset
• Strong analytical and multitasking skills
• Excellent written and verbal communication skills
• Strong interpersonal and customer relationship skills
• Computer proficiency, including Microsoft Windows, Excel, Access and Outlook

Key Responsibilities

• Greet customers professionally and courteously
• Consult with customers regarding required vehicle servicing and repairs
• Conduct vehicle check off and sanitization procedures as required
• Conduct audits and spot checks
• Prepare preliminary estimates in consultation with Technicians, the Workshop Supervisor and Parts Department
• Prepare final pricing and communicate costs clearly to customers
• Prepare service reports and transfer relevant information to job cards
• Ensure customers are accurately billed for completed services
• Provide customers with accurate vehicle completion and delivery information
• Ensure applicable sublet repairs are accurately recharged
• Ensure invoices are completed prior to closure or payment and that parts and labour are invoiced correctly
• Ensure purchase orders are processed in accordance with established procedures
• Handle customer concerns promptly and professionally
• Monitor estimates against actual billing and investigate discrepancies
• Liaise with the Parts Department and workshop personnel regarding pricing, labour and supplementary work
• Maintain complete insurance estimate files where applicable
• Review, print, update and process repair order information
• Maintain complete and accurate service documentation

Workshop and Service Coordination

• Maintain daily records of work assigned to Technicians
• Track technician hours, start times and promised completion times
• Maintain appointment records and service schedules
• Assign work to Technicians based on skill level, workload and promised delivery times
• Monitor work in progress and proactively advise customers of potential delays
• Convert applicable labour times into billing values
• Assign appropriate labour operation and failure codes to warranty repair orders
• Obtain customer approval where repair costs exceed the original estimate
• Compare final invoices with original repair orders and review quality control information
• Assist with preparing warranty claims in accordance with relevant procedures
• Maintain complete service files
• Administer applicable warranty and mechanical insurance programmes
• Maintain accurate customer and vehicle service histories
• Ensure customers review and sign required repair documentation
• Perform other appropriate departmental duties within the scope of the role

Performance Expectations

• Consistent compliance with established procedures
• Strong attention to detail
• Timely and accurate documentation
• Timely communication with customers
• High standards of customer service
• Minimal customer complaints
• Accuracy and professionalism in all records and transactions
• Timely preparation and submission of required reports