Service Advisor

Service Advisor

BMT Group Services Victoria, British Columbia, Canada

Ignite Your Career as a Service Advisor on Vancouver Island!

BMT Group Services, an industry leader and Vancouver Island's exclusive dealer for Hino Trucks, Cummins Engines, Alexander Dennis Bus, Spartan Chassis, and Denso Parts, is actively seeking a Service Advisor to join our thriving team in Sidney, BC.

At BMT, we're not just about parts, sales, and service; we're about our people and our shared success. We're proudly part of the SSA Marine family of companies, an organization renowned for its unwavering commitment to safety and sustainability. This strong backing means significant investment in our team members and the latest technologies, ensuring a secure and forward‑thinking environment. Our success is built on a foundation of integrity, diversity, excellence, and teamwork.

We believe in empowering our employees and providing the expert solutions and high standards of service our customers deserve. If you're looking for a place where your contributions make a real impact and your potential is limitless, you've found it.

As a Service Advisor with BMT, you will be responsible for managing the customer experience and coordinating the service process from initial customer contact through completion and invoicing of the repair order. You will serve as the primary communication link between customers, technicians, Shop Supervisors, Parts, Accounting, OEM representatives and third‑party fleet management companies. You will be responsible for ensuring customer concerns are accurately documented, repairs are properly authorized, work orders are complete and accurately billed, warranty and third‑party requirements are followed, and customers receive timely and professional communication throughout the repair process.

• Owns the customer repair order from initial write‑up through completion, customer communication, authorization, final review, invoicing and payment.
• Greets customers in a timely and friendly manner and obtains all vehicle, customer and account information required to initiate repairs.
• Answers the Service Department phone and email and responds to customer inquiries in a timely and professional manner.
• Documents customer vehicle concerns, repair requests and maintenance requirements accurately and clearly on the repair order.
• Obtains required customer signatures and authorizations before repairs or additional work commence.
• Provides repair estimates and additional estimates for change orders following diagnostics and obtains appropriate authorization before proceeding.
• Obtains required authorizations from third‑party fleet/finance management companies (e.g., ARI, Penske, Fed Ex), including required authorization numbers, purchase orders and applicable billing requirements.
• Provides customers with timely updates regarding repair status, parts delays, revised completion times and changes to the original estimate.
• Explains completed repairs, findings, recommendations and charges to customers before closing the repair order.
• Identifies and communicates preventative maintenance requirements and additional repair opportunities based on manufacturer recommendations, inspection findings and vehicle history.
• Handles customer complaints professionally and escalates concerns to the Service Manager or other appropriate individual when necessary.
• Manages the receipt and flow of incoming service work and coordinates communication between customers, Shop Supervisors, Technicians, Parts and Accounting.
• Works with Shop Supervisors to establish repair priorities, monitor job progress and identify work orders delayed by parts, authorization, diagnosis or other issues.
• Coordinates with Parts personnel regarding parts requirements, availability, backorders, special orders and parts discrepancies, and communicates material delays to customers.
• Ensures no customer‑pay repairs or additional work are performed without appropriate customer or authorized third‑party approval, except where specifically authorized under established company procedures.
• Reviews completed repair orders to…