JOB SUMMARY
The Service Advisor / Workshop Supervisor will manage the customer service experience while overseeing day-to-day workshop activities. The role requires strong automotive knowledge, customer advisory skills and the ability to identify service needs, recommend repairs and maintenance, and convert these recommendations into workshop business.
KEY RESPONSIBILITIES
Receive customers, understand vehicle complaints and conduct preliminary vehicle assessments.
Advise customers on required repairs, servicing and preventive maintenance based on the vehicle’s condition and service history.
Explain technical issues and recommended repairs clearly to customers and provide accurate service estimates.
Follow up on quotations and recommendations to secure customer approval and increase service sales.
Identify opportunities to recommend relevant additional services while maintaining customer trust.
Coordinate daily workshop activities and allocate jobs to technicians.
Monitor repairs to ensure work is completed correctly and within agreed timelines.
Inspect completed jobs before vehicles are released to customers.
Ensure proper use of job cards, service records, tools and workshop equipment.
Handle customer enquiries and complaints and ensure timely resolution.
Maintain strong relationships with customers to encourage repeat business and referrals.
Provide regular updates to the General Manager on workshop activities, sales, customer issues and operational challenges.
QUALIFICATIONS & EXPERIENCE
B.Sc./HND in Mechanical Engineering, Automobile Engineering, Automotive Technology or a related field.
Minimum of
1 year experience
in an automobile workshop, dealership, service centre or related environment.
Good knowledge of vehicle servicing, repairs and common automotive faults.
Experience supervising technicians or workshop operations.
Strong customer service and service-sales skills.
KEY COMPETENCIES
Automotive Technical Knowledge
Customer Advisory & Relationship Management
Service Sales & Upselling
Workshop Supervision
Communication & Negotiation
Problem Solving
Team Leadership
Attention to Detail
KEY PERFORMANCE INDICATORS
Workshop revenue and service sales
Customer retention and repeat business
Service quotation conversion
Customer satisfaction
Timely completion of workshop jobs
Quality of repairs and reduction in repeat complaints
Technician productivity and workshop utilisation