Service Advisor Spartan

SUMMARY:
Service Advisor
Spartan

Job Summary

POSITION INFO:
Job Description:

Customer Interaction & Relationship Management

• Greet customers courteously and identify their service requirements accurately.
• Listen carefully to customer complaints or vehicle issues and record them clearly on the job
• Provide professional advice on necessary maintenance, repairs, and manufacturer recommended services.
• Explain repair procedures, costs, and estimated time for completion in detail.
• Maintain constant communication with customers regarding job progress, changes, or delays.
• Handle customer queries and concerns with empathy and professionalism.
• Conduct post-service follow-ups to ensure customer satisfaction.
• Promote goodwill and long-term customer relationships for repeat business.

• Open and manage job cards for all vehicles entering the workshop.
• Clearly document customer complaints, requested services, and observed issues.
• Allocate jobs to appropriate Foreman based on skill level and workload in team.
• Coordinate with the workshop foreman and technicians for job scheduling and timely completion.
• Track each job card's progress and ensure all repair and maintenance tasks are performed as agreed.
• Ensure all additional work found during inspection is approved by the customer before execution.
• Ensure to do a walk about the yard every morning to see any vehicles that might have been towed or came in after hours

• Perform preliminary inspections and assist in identifying technical faults.
• Interpret diagnostic reports and communicate results to customers.
• Liaise with technical staff to clarify repair requirements and technical instructions.
• Ensure that warranty and recall jobs follow OEM standards and guidelines.
• Support the workshop team in sourcing technical bulletins and service manuals when required.
• Ensure technical report is understood and discussed with Foreman and supervisor before sending the report to the customer.

• Prepare detailed service estimates (labour, parts, consumables).
• Explain estimates and billing clearly to customers to ensure transparency.
• Obtain customer approval for repair estimates before commencement.
• Monitor parts availability and coordinate with the pans department to prevent delays.
• Verify all job card entries and labour codes before final billing.
• Ensure invoices are accurate and match the approved estimates.
• Ensure that payment received for all cash jobs before vehicle is released.
• Payments received must have an invoice attached and submitted to the branch administrator same day as received.
• Supplier invoices to be received same day as purchase order made and processed asap.

• Verify warranty status of vehicles and apply warranty policies appropriately.
• Ensure all warranty claims are properly documented with required evidence.
• Coordinate with OEM warranty departments for claim processing and approval.
• Maintain up-to-date knowledge of manufacturer warranty policies and recall campaigns.

• Ensure jobs are completed on time with proper quality checks.
• Coordinate road tests, ensure test drives are done before vehicle collection.
• Work with technicians to identify repeated failures and report recurring issues.
• Maintain service standards as per OEM guidelines and internal SOPs.
• Assist in implementing safety and housekeeping standards in the service reception area.

• Maintain daily service logs, job progress reports, and performance metrics.
• Update service records and vehicle history in the system accurately.
• Track service revenue, job closures, and customer feedback reports.
• Provide management with daily/weekly/monthly service performance reports.

• Identify opportunities to upsell value-added services, AMC (Annual Maintenance Contracts), or accessories.
• Promote preventive maintenance and service packages to customers.
• Support sales and parts teams with aftersales leads and coordination

• Work collaboratively with technicians, foremen, parts advisors, and service managers.
• Participate in OEM or dealer training programs to stay updated on new models and systems.

• Customer satisfaction index (CSI)
• Average turnaround time (TAT)
• Job card accuracy
• Service upselling ratio
• Repeat repair rate
• Workshop utilization and efficiency

• Matric or higher
• Minimum 5 years’ experience in similar role
• Code 08 license.

• Strong organizational skills and attention to detail.
• Read and write in English
• Must be a team player
• Confident and proactive approach- anticipates issues and requirements