Service advisor

SUMMARY:
-

POSITION INFO:

Job Purpose

The Service Advisor will be responsible for managing customer enquiries, bookings, job cards, quotations, and customer communication for automatic and manual gearbox repairs. The role requires strong customer service skills, technical understanding of gearboxes, and the ability to coordinate between customers and the workshop to ensure efficient turnaround times and quality service delivery.

• Key Responsibilities
  Customer Service & Communication
• Assist customers with gearbox-related enquiries (manual and automatic).
• Provide professional advice on repairs, services, and maintenance.
• Maintain regular communication with customers regarding job progress and timelines.
• Handle customer complaints and ensure issues are resolved professionally.

Bookings & Job Card Administration

• Book vehicles in for inspection, diagnostics, repairs, and rebuilds.
• Open and manage job cards accurately.
• Ensure job cards contain correct customer details, vehicle information, and reported faults.
• Follow up on job progress and ensure job cards are updated accordingly.

Quotations & Authorisations

• Compile accurate quotations for gearbox repairs, rebuilds, and parts replacement.
• Liaise with workshop technicians to confirm required repairs and parts.
• Obtain customer authorisation before proceeding with repairs.
• Manage additional approvals when further damage is identified during stripping.

Workshop Coordination

• Liaise daily with technicians and foreman to track progress and turnaround times.
• Ensure parts required are ordered and available to prevent delays.
• Prioritise work based on urgency, customer requirements, and workshop capacity.

Warranty & Comebacks

• Handle warranty claims and comeback cases in line with company procedures.
• Ensure proper documentation is completed for all warranty repairs.
• Communicate clearly with customers regarding warranty coverage and limitations.

Invoicing & Documentation

• Ensure job cards are complete and accurate for invoicing.
• Confirm labour and parts usage matches job card information.
• Assist with invoice preparation and customer collection procedures.
• Maintain accurate filing and record keeping of all documentation.

General Responsibilities

• Maintain professional appearance and conduct at all times.
• Ensure customer satisfaction and uphold Mayfair Gearbox service standards.
• Support workshop manager with daily administration and reporting when required.

Minimum Requirements

• Matric / Grade 12 (essential).
• Minimum 2–5 years experience as a Service Advisor (automotive industry).
• Experience working with manual and/or automatic gearbox repairs (advantage).
• Experience in a workshop environment (essential).
• Valid driver’s license (advantage).
• Computer literacy (essential).
• Technical Knowledge (Preferred)
• Basic understanding of manual and automatic gearbox systems.
• Knowledge of drivetrain components (clutch, diff, propshaft).
• Ability to understand and explain technical faults to customers.
• Understanding of diagnostic processes and fault finding reports.

Key Skills & Competencies

• Excellent customer service and communication skills.
• Strong organisational and time management skills.
• Ability to work under pressure in a high-volume workshop.
• Strong administrative skills and attention to detail.
• Good problem-solving and conflict resolution ability.
• Ability to multitask and prioritise workloads.
• Strong teamwork and coordination skills.