The job title of a service adviser generally refers to someone working within the automotive industry who is responsible for recommending maintenance and repair of an automotive vehicle. The service adviser works as a liaison between the customer and the automotive technicians and mechanics. The adviser is responsible for scheduling maintenance appointments, resolving customer complaints and answering inquiries, providing a complete and accurate estimate cost to the customer and advising the customer on any future repair and/or maintenance work that may be necessary.
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The service adviser is responsible for providing excellent customer service. This may entail receiving as much information about the customer's vehicle prior to customer arrival in order to increase time efficiency costs to both the automotive repair shop and the customer. Once the adviser has created a list of maintenance repairs necessary for the vehicle, it is their responsibility to communicate with the automotive technicians in order to create a complete estimate for the cost of repairs. Any supplemental work that may benefit the customer should also be presented at the time of the estimate. If a customer must leave the car at the repair shop for a long period of time, it is the adviser's responsibility to check the status of the work throughout the day and update the customer with any changes in service time.
A service adviser must have excellent interpersonal communication skills, as they will be the primary point of contact for the customer to the repair shop. Excellent phone skills and proficient computer skills are necessary as phone orders and appointments encompass a great portion of the job's responsibilities. A general knowledge of basic automotive mechanical functions is necessary.
Education and Other Job Requirements
A minimum of a high school degree or equivalent is required. In some instances, the service adviser may be asked to test drive the vehicle after the work has been completed, for this reason, a valid driver's license is required.
At least two years of industry-related experience, either in a dealership or automotive repair shop is necessary. Some employers may require that applicants hold an Automotive Service Excellence (ASE) certification. This certification may be attained by satisfactory completion of the ASE exam. In order to apply for the exam, the applicant must have two years of full-time automotive experience, though this experience requirement may be partially substituted with academic training or fully substituted with completion of an apprenticeship programme.
The Bureau of Labor Statistics projected a 5 per cent increase in the automotive service technicians and mechanics industry for the 2008 to 2018 decade. This job growth is lower than the national average for all job growth, which is calculated to be at 11 per cent. The dampened demand may be attributed to new automotive vehicles that have longer lifespans and need fewer repairs.
According to Indeed.com, the average salary for a service adviser is £25,350, as of April 2010.
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