Job Description: Service Advisor (Heavy Trucks)
Job Title
Service Advisor – Heavy Trucks
Job Summary
The Service Advisor is responsible for acting as the main point of contact between customers and the service department, ensuring excellent customer service and efficient handling of heavy truck maintenance and repair requirements. The role involves understanding customer concerns, coordinating repair activities, providing updates, and ensuring customer satisfaction throughout the service process.
Key Responsibilities
- Receive customers and understand their heavy truck service and repair requirements.
- Inspect customer complaints and record accurate vehicle information and service requests.
- Prepare service orders and coordinate with technicians for diagnosis and repairs.
- Explain required repairs, maintenance procedures, and estimated costs to customers.
- Provide regular updates to customers regarding service progress and completion times.
- Coordinate between customers, workshop technicians, spare parts, and management teams.
- Monitor repair progress to ensure timely delivery of vehicles.
- Ensure all service documentation and records are completed accurately.
- Handle customer inquiries, complaints, and feedback professionally.
- Promote additional services, maintenance packages, and repair solutions when appropriate.
- Maintain knowledge of heavy truck systems, including brands such as Mercedes, Volvo, MAN, and other commercial vehicles.
- Ensure compliance with company service standards and customer care procedures.
Qualifications
- Diploma or degree in Automotive Engineering, Mechanical Engineering, or a related field preferred.
- 2–5 years of experience as a Service Advisor in heavy trucks or commercial vehicle workshops.
- Experience with heavy truck brands such as Mercedes, Volvo, MAN, or similar is preferred.
- Strong understanding of vehicle maintenance and repair processes.
- Previous experience in automotive after-sales service is an advantage.
Skills and Competencies
- Excellent customer service and communication skills.
- Good technical knowledge of heavy trucks.
- Strong coordination and problem-solving abilities.
- Ability to handle multiple tasks in a fast-paced workshop environment.
- Good English communication skills (written and spoken).
- Proficiency in service management systems and documentation.
- Strong teamwork and organizational skills.
Working Conditions
- Full-time position in a heavy truck service and maintenance environment.
- Regular interaction with customers, technicians, and workshop teams.
- May require working under pressure during busy service periods.
