Service Advisor (Ara Branch)

Sime Darby; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading automotive service provider in Selangor, Malaysia is seeking an experienced individual to oversee customer relations and workshop activities. The successful candidate will manage workflow, supervise operations, and provide technical service advice while ensuring compliance with safety and environmental standards. Ideal candidates should have a diploma in Automotive or Mechanical Engineering and significant experience in the automotive service industry. This role offers an opportunity to contribute to enhancing customer satisfaction and workshop efficiency.

Qualifications

• Strong background in managing customer relations and workshop procedures.
• Experience with automotive service processes and vehicle diagnostics.
• Ability to conduct vehicle inspections and generate repair orders.

Responsibilities

• Manage customer reception and workflow in the workshop.
• Supervise workshop capacity utilization and parts turnover.
• Provide service advice and conduct inspections with customers.

Skills

Customer relations

Workshop management

Service advice

Technical knowledge in automotive

Education

SPM/ STPM/ Diploma in Automotive Engineering or Mechanical Engineering

Job description

Job Responsibilities

• Secure regular customer relations
• Operate the workshop to capacity
• Organize customer reception and flow of work
• Maintain the workshop’s image
• Manage the workshop’s parts turnover
• Prepare daily work plans using reservations and appointments form for Ford service reception (DCRC)
• Determine workshop capacity on the basis of mechanic units
• Supervise workshop capacity utilisation
• Professional collaboration with insurance companies for insurance jobs
• Provide service advice on‑board with customers
• Serve customers directed by DCRO to job holders
• Inquire about vehicle concerns
• Conduct personalized vehicle inspections with customers
• Record customers’ comments regarding the vehicle
• Arrange test drives for accurate diagnosis by service technicians and workshop master technicians
• Generate comprehensive orders detailing vehicle data, diagnosis, estimated repair time, working hours, completion date, scope of costs, and fault descriptions (customer statements)
• Check parts availability before repair commencement
• Offer accessories, lifestyle products and dealership services during advisory discussions
• Advise on handling accident damage
• Sell yet‑not‑performed services via telephone offers
• Ensure customer mobility
• Obtain customer approval for order extensions and relay information to the workshop
• Verify accurate invoicing for services
• Observe applicable Terms and Conditions of Repairs
• Conduct final approval with test drive and invoice verification
• Explain invoices to customers
• Hand over vehicles to customers
• Make follow‑up calls to customers and enquire about post‑service experience
• Provide pricing information and schedule agreements
• Assess warranty and goodwill applications from a professional and technical perspective
• Agree on payment terms with customers per management principles and record vehicle data for the customer file
• Prepare findings reports for unperformed repairs
• Calculate cost estimates incorporating all prices and maintenance data
• Conduct regular demand‑oriented telephone prospecting for services
• Communicate relevant information to Parts Sales to optimise parts supply
• Check and manage product recall campaigns
• Prepare invoice orders
• Take responsibility for Environment, Safety and Health to ensure a safe working environment for all employees, complying with local legal requirements

Environment, Safety and Health (ESH) Accountabilities

• Ensure supervisors understand the importance of ESH policy compliance and procedures.
• Ensure supervisors are aware of legal obligations and the need for compliance.
• Ensure supervisors comprehend both potential and actual ESH consequences of their activities and the benefits of improved personal performance.
• Ensure supervisors understand the consequences of non‑compliance with Divisional/BU/OU procedures.
• Implement, monitor and continually improve all ESH‑related plans, procedures and work instructions, encouraging supervisor participation.
• Ensure effective responses to incidents, non‑compliances and non‑conformities; provide credible information for cause determination and investigate results to learn lessons.
• Provide direction during emergency situations.

Education and Professional Qualification

SPM/ STPM/ Diploma in Automotive Engineering or Mechanical Engineering

Professional Experience

Experience as a technician in the automotive industry will be an added value.