Service Advisor at Mechanic on the Go

Role Purpose

At MOTG, the TSA is the bridge between customers and the workshop floor. You’ll handle customer interactions, translate mechanical issues into plain language, keep jobs on track, and perform final quality checks before handing over cars. You are part communicator, part organiser, part quality inspector — and 100% committed to customer satisfaction.

Key Responsibilities

Customer Handling

• Greet walk-ins, answer calls/messages, and log customer complaints.
• Ask the right questions to get clear vehicle fault descriptions.
• Explain faults and repairs in simple, non-technical terms.
• Provide accurate quotes, get customer approval, and keep them updated on progress.

Job Coordination

• Create clear job cards for mechanics based on customer complaints.
• Liaise with the Workshop Manager to prioritise jobs.
• Monitor work progress and update customers promptly if timelines change.
• Confirm parts availability and follow up on orders when needed.

Quality Assurance

• Carry out a final QA check before delivery:
• Confirm all listed jobs were completed.
• Check for warning lights, leaks, and unusual noises.
• Verify car cleanliness (inside & outside).
• Ensure no tools/parts left inside the car.
• Test drive where necessary (with approval).

Sales & Retention

• Promote MOTG’s preventive maintenance services.
• Suggest relevant additional work based on inspection or history.
• Encourage repeat business through excellent service and follow-up reminders.

Administration

• Issue invoices and receipts accurately.
• Keep detailed records of work done, quotes given, and customer feedback.
• Track jobs from intake to delivery without losing detail.

Skills & Requirements

• Basic technical knowledge of cars — enough to explain problems and do basic visual checks.
• Excellent communication and customer service skills.
• Strong organisational skills; able to juggle multiple cars and customers at once.
• Integrity and honesty in all dealings.
• Computer literacy for invoicing, scheduling, and job tracking.
• Minimum of 1–2 years’ experience in a similar automotive or technical role (preferred).

Performance KPIs

• Customer satisfaction rating.
• Accuracy of job documentation.
• Number of comebacks due to missed faults.
• Job completion time vs. estimated time.
• Repeat business and upsell conversion rate.