Job Description
Consult with customers to assess vehicle concerns, perform preliminary diagnostics using scan tools and visual inspections, and provide clear, transparent explanations of recommended repairs and costs.
Review and approve repair orders for accuracy, ensuring alignment with manufacturer guidelines, warranty requirements, and shop best practices to minimize comebacks.
Collaborate with technicians and parts teams to troubleshoot escalated issues, interpret service bulletins, and recommend solutions for electrical, mechanical, and software-related problems.
Lead training sessions for service advisors and junior staff on emerging technologies like ADAS, EV systems, and diagnostic protocols, fostering a culture of continuous learning.
Manage warranty claims and manufacturer communications, preparing detailed documentation and advocating for approvals to expedite resolutions and recover costs.
Analyze service data and customer feedback to identify trends, propose process improvements, and contribute to shop performance metrics for efficiency and profitability.
Maintain up-to-date knowledge of OEM service information, recall campaigns, and industry regulations through ongoing education and certification renewals.
Ensure compliance with safety standards, ethical advising practices, and customer privacy protocols during all interactions.
Candidate Requirement
High school diploma; associate degree in automotive technology or related field preferred.
Minimum 7 years of experience in automotive service advising, technical support, or a similar role, with at least 2 years in a senior capacity.
ASE Service Consultant certification or equivalent; additional credentials in diagnostics (e.g., A6 Electrical) or manufacturer-specific training highly valued.
Proficiency with shop management software, diagnostic scanners, and CRM systems for accurate record-keeping and customer follow-up.
Excellent verbal and written communication skills, with the ability to translate technical jargon into layman's terms for diverse clientele.
Valid driver's license with a clean record; ability to work flexible hours, including occasional weekends.
Preferred Skills:
Experience in multi-brand dealerships or independent shops handling luxury, import, and domestic vehicles.
Strong negotiation skills for warranty disputes and parts sourcing, coupled with a results-oriented mindset for upselling maintenance services.
Familiarity with digital tools for virtual consultations, remote diagnostics, and customer portals.
Leadership abilities to mentor teams and contribute to departmental goals, with a passion for customer advocacy and problem resolution.
