Service Advisor

About the Role

We are seeking a highly motivated and customer-centric Service Advisor to join our prestigious Jaguar Land Rover dealership. In this pivotal role, you will serve as the primary point of contact for customers, ensuring a seamless and exceptional service experience from the moment a vehicle arrives for maintenance or repair until its successful handover. Your responsibilities will encompass coordinating service and repair activities, optimizing workshop efficiency, and upholding the highest standards of quality and customer satisfaction.

Key Responsibilities

• Repair Order Management: Oversee the entire repair order process, from initial booking to final vehicle handover, ensuring accuracy and timeliness at every stage.
• Workshop Coordination: Collaborate closely with workshop technicians to streamline workflow, prioritize tasks, and ensure timely vehicle delivery without compromising quality.
• Estimate Preparation & Customer Approval: Develop precise repair estimates and secure customer approval before commencing any work, maintaining transparency throughout the process.
• Customer Communication: Provide regular updates to customers regarding the status of their vehicle repairs, addressing any questions or concerns promptly and professionally.
• Quality Assurance: Monitor first-time-fix performance to minimize repeat repairs and ensure the highest standards of workmanship are consistently met.
• Upselling & Revenue Growth: Identify opportunities to promote additional services, maintenance packages, and genuine parts to enhance customer value and drive revenue.
• Cross-Functional Collaboration: Coordinate with Parts and Warranty teams to ensure all necessary components and documentation are available, facilitating efficient repair completion.
• Customer Issue Resolution: Address customer concerns with professionalism and empathy, resolving issues to maintain premium customer satisfaction levels.
• Performance Tracking: Achieve and exceed key performance indicators (KPIs) including labour sales, workshop productivity, efficiency metrics, Customer Satisfaction Index (CSI), and customer retention rates.

Requirements

• Bachelor’s degree in Business Administration, Mechanical Engineering, or a related field.
• 2–4 years of hands-on experience in automotive service advisory or workshop operations.
• Prior experience with premium automotive brands is highly desirable; familiarity with Jaguar Land Rover operations is a significant advantage.
• Exceptional customer service and communication skills, with the ability to engage effectively with clients at all levels.
• Capacity to thrive in a fast-paced environment while managing multiple priorities with precision and efficiency.
• Comprehensive understanding of workshop operations and automotive repair processes.

Preferred Skills

• Proficiency in Customer Relationship Management (CRM) systems.
• Expertise in automotive service advisory and workshop operations.
• Strong problem-solving abilities and meticulous attention to detail.
• Proficient in time management and team collaboration to drive operational excellence.
• Familiarity with Microsoft Office Suite and Dealer Management Systems (DMS).

Why Join Us?

As a member of our exclusive Jaguar Land Rover dealership, you will be part of a dynamic team dedicated to delivering unparalleled luxury customer experiences and operational excellence. This is an exceptional opportunity to contribute to a prestigious brand while advancing your career in a supportive and high-performance environment. If you are passionate about automotive service and committed to exceeding customer expectations, we invite you to apply and become an integral part of our success story.