Service Advisor; YAMAHA)

Position: Service Advisor (YAMAHA)
YAMAHA SERVICE ADVISOR 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

Key Performance Indicators (KPIs)

• Customer Satisfaction:
  Customer feedback satisfaction ratings and service complaints
• Job Card Accuracy:
  Completeness and accuracy of job cards and service documentation
• Quotation Turnaround Time:
  Time taken to prepare and communicate service quotations
• Customer Approval Rate:
  Percentage of submitted quotations approved by customers
• Workshop Job Turnaround:
  Percentage of service jobs completed within the agreed timeframe
• Customer Communication:
  Timely updates regarding job progress, delays and additional repairs
• Service Follow-up:
  Completion rate of required post-service customer follow-ups
• Documentation Compliance:
  Accuracy and completeness of service records and warranty documentation
• Complaint Resolution:
  Timeliness and effectiveness of handling customer concerns
• Service Revenue:
  Support Capability to achieve service sales targets through approved repairs and recommended maintenance
• 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…