service advisor

The Service Advisor acts as the key liaison between customers and the technical team. This role ensures that every service experience — from initial consultation to vehicle delivery — is handled with professionalism, transparency, and efficiency.

The Service Advisor must have sufficient technical understanding of EV, Hybrid, and ICE systems to interpret customer issues, communicate accurate job scopes, and ensure smooth workflow coordination across departments.

1. Customer Service & Consultation

· Greet customers warmly and professionally upon arrival or inquiry (walk-in, phone, WhatsApp, or online).

· Listen carefully to customer concerns and accurately document symptoms or service requests.

· Explain services, maintenance schedules, and repairs in clear, customer-friendly terms.

· Provide initial inspection notes and service recommendations based on vehicle condition or OBD data.

· Build trust by maintaining transparency in repair timelines, parts availability, and pricing.

2. Job Coordination & Workshop Workflow

· Prepare and issue Job Orders (JO) accurately, detailing the service request, technician assignment, and expected completion time.

· Communicate with the Workshop Engineer / Foreman to prioritize and plan daily service loads.

· Track the progress of each job and update customers on status changes or additional findings.

· Coordinate between inventory, branch manager, and technical teams to ensure timely availability of required components.

· Ensure proper documentation for warranty claims, service contracts, or special campaigns.

3. Service Quotation & Invoicing

· Prepare cost estimates and service quotations for customer approval before work begins.

· Ensure that all additional repair recommendations are approved by customers before execution.

· Work with the operation team to finalize invoices, review charges, and collect payments.

· Achieve monthly service revenue and customer satisfaction targets as set by management.

4. Customer Relationship & After-Service Follow-Up

· Conduct follow-up calls or messages after service completion to ensure satisfaction and address any concerns.

· Maintain a database of customer profiles, vehicle history, and service records.

· Promote loyalty programs, extended warranty packages, and upcoming promotions.

· Handle complaints professionally, escalating issues when necessary for management review.

5. Safety, Quality & Housekeeping

· Ensure all service interactions follow Mili EV Hybrid's safety SOPs and environmental standards.

· Conduct pre-delivery inspection with the customer to confirm job completion and satisfaction.

· Maintain a clean and organized service reception and waiting area.

· Support the implementation of ISO / quality management and service excellence initiatives.

6. Reporting & Continuous Improvement

· Prepare daily service reports (vehicles in/out, job types, customer satisfaction).

· Contribute ideas for improving workflow efficiency, customer experience, and sales performance.

· Participate in service meetings, training programs, and product updates to stay informed on new technologies.

Education & Qualification

· Diploma or Degree in Automotive Engineering, Mechanical Engineering, or related fields.

· Certification in EV/Hybrid systems (IMI, OEM, or equivalent) is an added advantage.

· HRD Corp or OEM customer service training certification preferred.

Experience

· Minimum 2 years of experience in automotive aftersales, preferably in EV, Hybrid, or Continental vehicle service environments.

· Proven ability to manage customer communications and workshop coordination.

· Experience with automotive diagnostic systems or service management software is beneficial.

Skills & Competencies

· Strong interpersonal and communication skills (Malay & English).

· Customer-oriented mindset with problem-solving abilities.

· Basic technical understanding of EV and Hybrid systems.

· Good organizational and multitasking abilities.

· Proficient in Microsoft Office and CRM/service management systems.

Personal Attributes

· Professional, polite, and empathetic communicator.

· High integrity and attention to detail.

· Team player with proactive and positive attitude.

· Able to work under pressure and handle multiple clients.