Service Advisor

Job Description An established automobile dealership in the Laurentides, Quebec, is seeking an experienced Technical Advisor to join its after-sales service. You will serve as the primary contact for customers and the interface between technicians and users, ensuring a smooth, professional service experience focused on customer satisfaction.

Main Responsibilities

• Welcome customers to the service department, understand their reasons for visit, offer suitable solutions, and clearly explain available options.
• Perform a preliminary needs analysis, coordinate technical requirements with the workshop, and prepare work orders in collaboration with technicians.
• Schedule appointments, prioritize interventions, and optimize the use of service resources.
• Prepare, present, and explain repair and maintenance estimates; obtain customer approval when necessary, and ensure their understanding.
• Follow ongoing interventions, communicate timelines and potential delays to customers, and ensure transparent service until final delivery.
• Work closely with the workshop to resolve technical issues and facilitate diagnostics and repairs.
• Manage parts, returns, and traceability of interventions within the service management system; ensure accuracy of customer records.
• Ensure service quality and customer satisfaction, identify improvement opportunities, and develop appropriate solutions.
• Participate in training on new models and procedures to maintain a high level of technical and interpersonal expertise.
• Comply with safety standards, internal policies, and customer record confidentiality requirements.

Qualifications and Experience Required

• Minimum of 3 years of experience in a similar role in automotive after-sales service (dealership or workshop).
• Relevant diploma (e.g., DEP/DEC) or equivalent experience in the automotive sector or customer service management.
• Excellent interpersonal, communication, and expectation management skills.
• Knowledge of diagnostic processes and cost estimation; ability to interpret and communicate quotes.
• Proficiency with service management tools (service management software, CRM, DMS) and familiarity with diagnostic systems.
• Good oral and written French skills; English is an asset.
• Valid driver’s license; occasional availability for fluctuating hours according to service flow.
• Team player, organized, rigorous, and capable of resolving complex situations calmly and professionally.

Skills and Abilities

• Customer-oriented and committed to quality service
• Ability to quickly analyze problems and propose clear solutions
• Time management, prioritization, and meticulous follow-up of files
• Excellent interpersonal skills and diplomacy when interacting with customers and the technical team
• Initiative, proactivity, and discretion in handling sensitive information

Advantages and Opportunities

• Dynamic and professional work environment in the Laurentides, focused on skill development and career growth
• Competitive salary and benefits, with opportunities for internal advancement
• Ongoing training and access to resources to stay at the forefront of industry technologies and innovations
• Collaborative and customer-focused team culture emphasizing customer experience and service quality

Confidentiality All applications will be handled with the utmost confidentiality.