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.
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