Service Advisor

Top Two Motorcycles Warwick; Warwick; On-site; AUD 60,000 - 75,000; Full time

Job summary

Top Two Motorcycles Warwick is seeking a friendly and organised Service Advisor in Warwick, Australia. You will manage servicing bookings, prepare quotes and invoices, and work closely with the workshop and spare parts teams to ensure smooth service delivery.

The role emphasizes strong communication, attention to detail, and a practical, customer-focused approach. Experience in motor vehicles or motorcycles is preferred but not essential, and a mechanical background is valued for effective

Qualifications

• Previous experience in the motor vehicle, motorcycle or a similar industry is highly preferred but not essential.
• This role would also suit a mechanic looking to move into a customer-facing position, using their technical knowledge to assist customers and coordinate workshop work.
• Ability to manage service bookings, prepare quotes and invoices, and keep customers informed throughout the process.
• Good computer skills and attention to detail are important for accurate records and smooth workflow.

Responsibilities

• Welcome customers and respond professionally to enquiries via telephone, email or in person.
• Record customer concerns, vehicle details and requested work, and clarify symptoms and expectations.
• Explain service recommendations, estimates and technician findings in clear, practical language.
• Obtain customer approvals for work and any additional costs before proceeding.
• Manage bookings and coordinate with workshop and spare parts teams to keep a realistic schedule.
• Prepare clear job cards with scope of work, approvals and promised completion times; monitor progress and flag delays.

Skills

Customer service

Communication

Organised

Problem solving

Education

Mechanical trade qualification

Tools

Dealership management system

Job description

Our ideal candidate is friendly, organised and customer-focused, with strong communication skills and a practical approach to solving problems. They can confidently manage service bookings, keep customers informed, prepare quotes and invoices, and work closely with our workshop and spare parts teams.

Previous experience in the motorcycle, motor vehicle or a similar industry is highly preferred but not essential. This role would also suit a mechanic looking to get off the tools and use their technical knowledge in a customer-facing position.

Good computer skills, attention to detail, reliability and the ability to manage competing priorities are important. An interest in motorcycles and a willingness to learn are valued. The successful candidate will be supported by our Operations Coordinator.

Purpose of the role

The Service Advisor is the main point of contact for customers booking servicing, repairs and other workshop work at Top Two Motorcycles. The role connects customers with the workshop team, ensuring their requirements are understood, jobs are clearly documented and customers receive timely updates from booking through to collection.

The role is supported by the Operations Coordinator, who provides guidance with workflow, priorities, customer concerns and day-to-day operational issues.

Customer service and communication

Welcome customers and respond professionally to telephone, email and face-to-face service enquiries.

Record customer concerns, vehicle details and requested work accurately, asking questions to clarify symptoms and expectations.

Explain service recommendations, estimates and technician findings in clear, practical language.

Obtain and record customer approval for work and any additional costs before proceeding.

Keep customers informed of progress, changes to costs, parts delays and expected completion times.

Manage vehicle collection, explain completed work and invoices, and follow up customer queries. Escalate complaints or unresolved concerns to the Operations Coordinator.

Bookings and workshop coordination

Manage bookings and maintain a realistic workshop schedule in consultation with the workshop team and Operations Coordinator.

Prepare clear job cards with the agreed scope of work, customer concerns, approvals and promised completion times.

Liaise with technicians on job progress and with the spare parts team on parts availability and ordering requirements.

Monitor outstanding jobs and flag delays or scheduling conflicts early so customers receive accurate advice.

Administration and commercial responsibility

Assist in preparing service and repair estimates using technician input and current parts and labour pricing.

Maintain accurate customer records, booking details, job notes and service history in the dealership management system.

Check that labour, parts, consumables and authorised work are correctly recorded before finalising invoices and processing payments.

Assist with warranty and service documentation, referring eligibility decisions and approvals to the appropriate person.

Recommend relevant servicing, repairs and maintenance based on customer needs and technician findings.

Work within agreed authority limits and refer discounts, refunds, goodwill requests and disputed charges to the Operations Coordinator or management.

Skills and attributes

Strong customer service and communication skills, with a friendly, professional manner.

Good organisation, attention to detail and the ability to manage several jobs and competing priorities.

Confidence using computers, email and business software, with a willingness to learn dealership systems.

A practical approach to solving problems and the ability to remain calm during busy periods.

Reliability, teamwork and a willingness to take ownership of customer follow-up.

An interest in motorcycles and mechanical work, with the ability to learn and explain service requirements.

Experience and suitability

Previous experience in the motor vehicle, motorcycle or a similar industry is highly preferred but not essential. Relevant experience may include service advising, workshop administration, spare parts, mechanical work or customer service in a technical environment.

This role would also suit a mechanic who wants to get off the tools and move into a customer-facing position, using their technical knowledge to help customers and coordinate workshop work. A mechanical trade qualification is valued but is not essential.

Working standards and measures of success

Follow workplace safety procedures, protect customer information and take care of customer vehicles and property. Carry out other reasonable duties relevant to the role and within your skills and training.

Success is reflected in clear and timely customer communication, accurate job cards and invoices, documented approvals, realistic bookings, prompt follow-up and effective teamwork that supports a productive workshop and satisfied customers.

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