Service Advisor

AUTOLINK ENGINEERING SDN. BHD.; Butterworth; Presencial; MYR 42 000 - 78 000; Tempo integral

Resumo da oferta

AUTOLINK ENGINEERING SDN. BHD. is seeking a Truck Service Advisor to act as the primary contact for customers and the service center. You will manage service requests, coordinate with technicians, prepare quotations, and track repair progress to ensure timely, professional delivery of serviced trucks.

You will need strong communication skills, knowledge of commercial trucks and servicing procedures, and the ability to manage multiple repair jobs simultaneously in a busy workshop environment.

Qualificações

• Experience in customer-facing service roles, preferably in automotive or fleet maintenance.
• Ability to explain technical information to customers in clear terms.
• Strong communication and multitasking skills.
• Familiarity with service documentation and quotations.
• Knowledge of common truck systems and preventive maintenance.

Responsabilidades

• Serve as main contact between customers and the service center.
• Record service requests, symptoms, and requirements accurately.
• Coordinate with technicians to plan repairs and monitor progress.
• Prepare quotations based on parts and labour.
• Ensure timely delivery of serviced vehicles to customers.
• Maintain accurate job cards and service records.
• Update customers on repair costs and completion times.
• Support fleet customers with proactive maintenance and follow-ups.

Conhecimentos

Customer service

Communication skills

Truck servicing knowledge

Workshop coordination

Problem solving

Formação académica

SPM / Diploma in Automotive or related field

Ferramentas

Workshop management system

Descrição da oferta de emprego

The Truck Service Advisor is responsible for acting as the main point of contact between customers and the truck service center. The role involves receiving customer service requests, understanding vehicle problems, coordinating with technicians, preparing quotations, monitoring repair progress, and ensuring vehicles are repaired and delivered to customers efficiently and professionally.

The Service Advisor must have good knowledge of commercial trucks, vehicle servicing and repair procedures, strong communication skills, and the ability to manage multiple repair jobs simultaneously.

2. Key Responsibilities

A. Customer Service & Vehicle Reception

Receive customers and drivers professionally when trucks arrive for servicing or repair.

Listen to and accurately record customer complaints, vehicle symptoms, and service requirements.

Conduct vehicle walk-around inspections together with the customer where applicable.

Record vehicle mileage, condition, existing damage, and other relevant information.

Open and maintain accurate job cards/work orders for every vehicle.

Explain the required service or repair work clearly to customers.

B. Diagnosis & Repair Coordination

Liaise with technicians to identify the cause of vehicle problems and determine the required repairs.

Translate technical information into clear and understandable explanations for customers.

Coordinate with the workshop to ensure repair jobs are carried out according to the approved scope of work.

Monitor repair progress and follow up with technicians on outstanding jobs.

Identify additional repair requirements and obtain customer approval before proceeding with additional chargeable work.

Ensure urgent or safety-related defects are communicated to customers promptly.

C. Quotations & Customer Approval

Prepare accurate repair and maintenance quotations based on parts, labour, and other applicable charges.

Explain quotations and recommended repairs to customers.

Obtain proper customer approval before commencing additional chargeable repairs.

Update customers regarding changes in repair costs or completion times.

Ensure all customer approvals are properly documented.

D. Job Monitoring & Workshop Coordination

Monitor all vehicles currently under repair and ensure jobs progress according to priority.

Coordinate closely with workshop supervisors, mechanics, parts personnel, and management.

Follow up on parts availability and delays that may affect repair completion.

Prioritize breakdown, emergency, and fleet customer vehicles when required.

Ensure technicians receive clear and accurate job instructions.

E. Vehicle Delivery

Check that completed repair orders are properly documented before vehicle release.

Explain completed repairs, replaced parts, and recommended future maintenance to customers.

Ensure outstanding payments or required approvals are completed before vehicle release, where applicable.

Arrange vehicle collection/delivery and provide customers with relevant invoices and documentation.

Follow up with customers after major repairs where necessary.

F. Customer Relationship Management

Maintain professional relationships with individual customers, transport companies, fleet operators, and drivers.

Handle customer enquiries, complaints, and service concerns professionally.

Follow up on customer complaints and coordinate with management to resolve issues.

Identify opportunities for preventive maintenance and additional service work.

Maintain regular communication with key fleet customers.

G. Documentation & Administration

Maintain accurate job cards, service records, quotations, invoices, and customer approvals.

Ensure all repair and maintenance information is entered correctly into the workshop management system or relevant records.

Monitor open job cards and ensure completed jobs are closed promptly.

Prepare daily or periodic reports on workshop jobs, pending repairs, breakdowns, and outstanding customer approvals.

Maintain proper records of customer and vehicle service history.

3. Key Performance Indicators (KPIs)

The Service Advisor may be evaluated based on:

Customer satisfaction and feedback.

Number of vehicles/jobs handled.

Workshop job turnaround time.

Accuracy of quotations and job documentation.

Customer approval conversion rate.

Additional repair/service sales.

Reduction of repeat repairs and customer complaints.

Timely follow-up of pending jobs.

Accuracy of billing and job closure.

Fleet customer retention and relationship management.

4. Requirements & Qualifications

Education:

Minimum SPM / Certificate / Diploma in Automotive, Mechanical Engineering, or related field.

Automotive-related qualifications are an advantage.

Experience:

Previous experience as a Service Advisor, Workshop Advisor, Foreman, Technician, or similar automotive service position.

Experience with commercial trucks, lorries, heavy vehicles, or fleet maintenance is preferred.

Experience in a truck service center or commercial vehicle workshop will be an added advantage.

Technical Knowledge:

Basic to good knowledge of truck mechanical systems and components.

Understanding of preventive maintenance and repair procedures.

Ability to understand workshop diagnosis and technical reports.

Familiarity with engine, transmission, braking, suspension, electrical, air system, and other truck components is an advantage.

Strong customer service and communication skills.

Good troubleshooting and problem-solving ability.

Able to communicate effectively with technicians and customers.

Good organizational and time-management skills.

Able to handle multiple vehicles and repair jobs simultaneously.

Good negotiation and customer-handling skills.

Computer literate and able to use workshop/job management systems.

Able to work under pressure in a fast-paced workshop environment.

Team player with a responsible and positive attitude.

Able to work overtime, weekends, or public holidays when required by operational needs.

6. Authority & Responsibility

The Service Advisor is responsible for ensuring that:

Customer complaints are accurately recorded.

Repair recommendations are properly communicated.

Customer approval is obtained before carrying out additional chargeable work.

Workshop jobs are properly coordinated and monitored.

Customers receive timely updates regarding repair status.

All service documentation is complete and accurate.

Vehicles are released only after the required repair, documentation, and payment/approval procedures have been completed.

7. Reporting

Works Closely With:

Parts Department

Warranty Department

Accounts Department

Fleet Customers

Service Center Management

8. Working Conditions

Primarily based at a truck service center/workshop.

May be required to inspect vehicles in the workshop or outside the service center.

May be required to attend roadside breakdowns or customer locations.

May be required to work extended hours depending on workshop workload and emergency breakdown requirements.

Must comply with all company safety procedures and workshop rules.