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.
- 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.
- 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