YAMAHA SERVICE ADVISOR 

Department: Service and Maintenance
Reports to: Service Manager / Workshop Supervisor

Job Summary

The Yamaha Service Advisor is responsible for managing customer service requirements, coordinating workshop activities, preparing service quotations, opening and updating job cards, and ensuring effective communication between customers and the workshop team. The role involves understanding customer concerns, coordinating inspections and repairs, monitoring job progress, and ensuring that all service activities meet Yamaha standards, company procedures, and customer expectations.

The successful candidate will help maintain high customer satisfaction, efficient workshop operations, accurate service documentation, and timely delivery of serviced products.

Key Responsibilities

• Welcome customers, understand their service requirements, and provide professional assistance.
• Receive customer complaints and accurately record reported faults, maintenance needs, and service requests.
• Open, update, and close job cards with accurate customer details, product information, reported concerns, and requested services.
• Coordinate with technicians to arrange inspections, diagnostics, repairs, and preventive maintenance.
• Prepare and explain service quotations, including labour charges, spare parts, and other applicable costs.
• Obtain customer approval before proceeding with chargeable repairs or additional work.
• Communicate repair findings, estimated completion times, delays, and additional requirements to customers.
• Monitor workshop job progress and coordinate with technicians and supervisors to ensure timely completion.
• Verify that completed work orders include the required service reports, parts details, and technician comments before customer handover.
• Coordinate spare parts requirements with the parts department and follow up on parts availability.
• Explain completed services, repairs, maintenance recommendations, and future service requirements to customers.
• Handle customer inquiries, complaints, and service-related concerns professionally, escalating unresolved issues to the Service Manager when necessary.
• Coordinate warranty-related documentation and claims in accordance with Yamaha guidelines and company procedures.
• Maintain accurate service records, customer histories, quotations, invoices, and job card documentation.
• Follow up with customers after service where required to obtain feedback and improve customer satisfaction.
• Ensure compliance with company policies, workshop safety requirements, service procedures, and customer service standards.
• Support the Service Manager in monitoring workshop performance, customer satisfaction, and service department productivity.

Qualifications and Requirements

• Diploma, certificate, or relevant training in Automotive Technology, Mechanical Engineering, Marine Engineering, Business Administration, or a related field.
• Previous experience in service advising, after-sales service, workshop coordination, or customer service, preferably in the automotive, motorcycle, or marine industry.
• Knowledge of Yamaha products and service procedures is an advantage.
• Basic understanding of mechanical and electrical systems to communicate customer concerns and technical findings effectively.
• Ability to prepare service quotations, manage job cards, and maintain accurate service documentation.
• Good customer service, communication, negotiation, and problem-solving skills.
• Ability to coordinate multiple workshop jobs and prioritize tasks effectively.
• Basic computer skills and familiarity with service management systems, invoicing systems, and Microsoft Office.
• Strong organizational skills and attention to detail.
• Ability to work effectively with customers, technicians, parts personnel, and management.
• Good written and spoken communication skills in English; additional languages are an advantage.
• Valid driving license, if required for customer or product handling duties.

Key Performance Indicators (KPIs) & Performance Measurement

1. Customer Satisfaction
2. Customer feedback, satisfaction ratings, and service complaints
3. Job Card Accuracy
4. Completeness and accuracy of job cards and service documentation
5. Quotation Turnaround Time
6. Time taken to prepare and communicate service quotations
7. Customer Approval Rate
8. Percentage of submitted quotations approved by customers
9. Workshop Job Turnaround
10. Percentage of service jobs completed within the agreed timeframe
11. Customer Communication
12. Timely updates regarding job progress, delays, and additional repairs
13. Service Follow-up
14. Completion rate of required post-service customer follow-ups
15. Documentation Compliance
16. Accuracy and completeness of service records and warranty documentation
17. Complaint Resolution
18. Timeliness and effectiveness of handling customer concerns
19. Service Revenue Support
20. Achievement of service sales targets through approved repairs and recommended maintenance
21. Coordination Efficiency

Effectiveness of coordination between customers, technicians, parts personnel, and management

Working Conditions

The role is primarily based in a service reception area, workshop, or after-sales service environment. It requires regular interaction with customers, technicians, spare parts personnel, and management. The Service Advisor may need to visit the workshop to review job progress and communicate with the technical team.

The position requires effective time management, professional customer handling, accurate documentation, and the ability to manage multiple service requests in a busy environment. Compliance with company policies and applicable workplace safety requirements is mandatory.

Authority and Accountability

• Prepare service quotations and recommendations in accordance with company pricing policies.
• Coordinate workshop jobs and customer appointments within assigned authority.
• Obtain customer approval for additional work before authorizing chargeable repairs.
• Escalate technical issues, customer complaints, warranty concerns, and approval exceptions to the Service Manager.
• Maintain accountability for customer communication, job card accuracy, service documentation, and customer handover.
• Note: The Service Advisor coordinates and communicates repair requirements but does not personally perform technical repairs unless separately qualified and assigned to do so.

Salary will discussed and finalized based on Qualification, experience, skills and Interview assessment by client