Commercial Service Advisor

SUMMARY:
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POSITION INFO:

Job Title: Commercial Service Advisor
Job Purpose

The Commercial Service Advisor will be responsible for managing customer service operations within the truck and commercial workshop, ensuring professional communication, accurate job card processing, effective coordination between customers and technicians, and delivering high-quality service that supports workshop productivity and profitability.

Key Responsibilities
Customer Service & Communication

Receive and assist commercial customers professionally, both telephonically and in person.

Accurately diagnose customer concerns by gathering relevant vehicle and fault information.

Provide regular updates to customers on job progress, delays, and completion times.

Ensure high customer satisfaction and maintain strong client relationships.

Workshop Coordination

Open and manage job cards for truck gearbox repairs, diagnostics, and servicing.

Coordinate work flow between technicians, foreman, and workshop manager.

Schedule bookings and ensure effective workshop planning to meet turnaround times.

Follow up on outstanding jobs and ensure deadlines are met.

Quotations & Administration

Prepare accurate quotations for gearbox repairs, parts, and labour.

Obtain customer approval before proceeding with additional work.

Ensure all documentation is completed correctly, including job cards, inspection reports, and invoicing information.

Ensure warranty claims and supporting documents are correctly submitted where applicable.

Parts and Procurement Support

Liaise with the parts department to ensure correct parts are ordered and available on time.

Confirm part availability and lead times to prevent delays.

Verify parts issued against job cards and ensure correct usage.

Quality Control & After-Service Follow-Up

Ensure that completed work is checked and meets Mayfair Gearbox quality standards.

Conduct follow-up calls with customers after service completion to ensure satisfaction.

Handle customer complaints professionally and escalate issues where required.

Reporting

Maintain daily workshop booking schedules.

Provide reports on job card status, turnaround times, and customer feedback.

Support management with relevant workshop and service-related reporting.

Minimum Requirements

Matric / Grade 12 (essential).

Minimum 3–5 years experience as a Service Advisor in a commercial/truck workshop environment.

Strong understanding of commercial vehicle components (gearboxes, diffs, clutches, drivetrain systems).

Experience working with job card and workshop management systems.

Key Skills & Competencies

Excellent customer service and communication skills.

Strong administrative ability and attention to detail.

Ability to work under pressure in a high-volume workshop environment.

Strong problem-solving and coordination skills.

Good understanding of workshop processes and time management.

Ability to work with technicians and customers professionally.

Computer literacy (MS Excel, email, job card systems).

Personal Attributes

Professional and well-presented.

Honest, reliable, and accountable.

Strong work ethic and commitment to customer satisfaction.

Team player with good interpersonal skills.

Ability to multitask and manage competing priorities.