Core duties include greeting customers, conducting vehicle walk-arounds or test drives to document concerns, and preparing detailed repair orders that outline required services and customer complaints Indeed+2. They provide accurate estimates for labor, parts, and completion times, secure customer approvals, and keep clients informed about service progress and any changes in cost or timeline interviewguy.com+1. Additional responsibilities include scheduling service appointments, managing workflow in the service department, and following up with customers to ensure satisfaction Betterteam+1.

Customer Interaction

Service Advisors play a crucial role in maintaining positive customer relationships. They explain technical information in understandable terms, offer service recommendations, and provide guidance on warranty coverage, cost-saving options, and maintenance schedules interviewguy.com+1. They also handle customer complaints professionally and ensure a smooth, transparent service experience thejobexplorer.com.

Required Skills and Qualifications

Successful Service Advisors typically possess:

- Robust communication and interpersonal skills to interact effectively with customers and technicians Betterteam+1.
- Automotive knowledge, including familiarity with vehicle systems and repair processes thejobexplorer.com.
- Organizational and multitasking abilities to manage appointments, workflow, and service documentation interviewprep.org.
- Optional certifications such as ASE Service Consultant (C1) or manufacturer-specific training can enhance credibility and career prospects thejobexplorer.com.




- A high school diploma is generally required, with some employers preferring additional technical training or an associate degree thejobexplorer.com.

Work Environment

Service Advisors usually work in dealerships, repair shops, or service centers, spending most of their time in an office setting but frequently interacting with the repair shop Indeed+1. The role involves direct customer contact and collaboration with service technicians to ensure accurate and timely vehicle repairs interviewguy.com+1.

Career and Compensation

Service Advisors may earn a base salary plus commissions on parts and labor sales, particularly in high-volume dealerships thejobexplorer.com. Career progression can include moving into service management or specialized automotive consulting roles, often leveraging hands-on experience gained as a technician or service porter thejobexplorer.com.

Qualifications

- Successful experience in a position involving attention to detail

- Proven skills and accuracy with figures

Goals

- Promote issues for customer satisfaction involving warranty matters
- Maintain the warranty ledger




- Submit timely and accurate warranty claims in line with the warranty policies and procedures
- Reconcile warranty payments against the warranty ledger
- Meet distributors target for warranty claim first time submission accuracy

Tasks

- Assess vehicles eligibility for warranty work
- Maintain an up to date and accurate warranty claims ledger
- Assess and submit warranty claims in line guidelines as set by the Distributor
- Check that all repair orders:

o have been signed by the owner,

o have recorded technicians clock times,

o have technicians record of work completed o have Parts departments confirmation of parts supplied o have been signed off by the Service Advisor

- Check and confirm that all warranty parts have been tagged and stored by the technicians correctly on a daily basis in the correct area.
- Maintain storage, forwarding and disposal of replaced warranty parts in line with the distributors warranty guidelines and requests
- Follow up on all unpaid warranty claims with the Distributor
- Attend all warranty training courses as held by the distributor
- Read and be conversant with all aspects of the Mercedes Benz warranty policies and procedures manual
- Read and be conversant with all Club Car warranty bulletins and special service campaign information
- Actively follow up on all Special Service Campaign as instructed by the Distributor

Authority and Organizational Position

- Responsible for determining warranty eligibility and the completion of all warranty claims to the Distributor
- Reports to the Service/Aftersales Manager

📌 Aftersales Administration (Helensvale)
🏢 Golf Cars Australia
📍 Helensvale