The Service Advisor plays a key role in delivering a premium customer experience by providing expert guidance and oversight throughout the service process. This role ensures customer satisfaction through professional service advising, coordination with technicians, effective workflow management, and the implementation of rigorous quality control standards. It also acts as a vital link between the customer and the workshop team, enhancing communication, efficiency, and service outcomes. RV World Canberra is after a Service Advisor with Leadership aspirations.
KEY RESPONSIBILITIES
Customer Interaction & Service Advisory
* Warmly greet all customers and set a positive tone for the service experience.
* Use active listening and open-ended questions to qualify customer concerns and service needs.
* Conduct caravan walk‑around inspections with customers, documenting existing conditions and identifying service opportunities.
* Recommend services based on caravan age, condition, mileage, and service intervals.
* Clearly communicate the features and benefits of recommended services.
* Provide all proposals and repair estimates in writing for clarity and transparency.
* Prepare accurate repair orders using RV World's CRM system, Eclipse, ensuring technician instructions are detailed and correct.
* Liaise with parts coordinators to ensure timely ordering and availability of parts for scheduled work.
Quality Control & Workshop Coordination
* Inspect and document the condition of caravans and motorhomes upon customer drop‑off.
* Lead the quality control process post‑service to ensure all work is completed to RV World standards before returning the vehicle to the customer.
* Collaborate with the Service Manager and Workshop Manager to manage technician workloads and job scheduling.
Operational & Administrative Duties
* Open and close the Service Department as required.
* Promote RV World's brand and services within the industry to attract retail customers.
* Maintain strong internal relationships with the Sales Department to support customer service continuity.
* Uphold high standards of safety, workmanship, and presentation within the dealership.
* Periodically review service charge rates to stay aligned with industry standards.
* Ensure timely and accurate processing of all Parts and Service documentation.
* Provide accurate service and parts data to the Financial Controller for reporting.
* Assist with bi‑annual parts stocktakes.
* Handle general customer enquiries, answer phones, and redirect calls for the Parts and Service Department as needed.
Leadership & Support Responsibilities
* Provide day‑to‑day leadership and operational support to the Service Manager in coordinating service activities and maintaining workflow efficiency.
* Assume control of the Service Department in the absence of the Service Manager, ensuring smooth operations, staff direction, and customer satisfaction.
* Support and mentor workshop and service team members, fostering a positive, professional, and accountable work environment.
* Assist with planning daily job allocations, monitoring progress, and resolving service or customer issues in real time.
* Ensure company policies, quality standards, and health and safety procedures are upheld at all times.
* Collaborate closely with the Workshop Manager to maintain effective communication between the front office and the workshop floor.
* Participate in staff meetings, contribute to process improvement discussions, and provide feedback to management on team performance or operational challenges.
SKILLS AND QUALIFICATIONS
Essential
* Experience in workshop leadership or a customer‑facing role in an automotive, RV, or similar technical environment
* Strong communication, interpersonal, and problem‑solving skills
* Attention to detail and a focus on quality assurance
* Proficiency in using CRM systems (Eclipse experience desirable)
* Ability to manage competing priorities and work well under pressure
* Solid understanding of vehicle systems, servicing, and repair workflows
* Forklift license
Desirable
* Previous experience in the caravan/motorhome industry
* Knowledge of parts inventory and ordering systems
* Familiarity with safety and compliance requirements in workshop operations
ABOUT US
Locally owned and operated, RV World is known for its customer‑focused, professional approach with over 8 years in business. Now with two dealerships in Wodonga and Canberra, we service a wide range of Motorhomes, Caravans, Camper Trailers, Horse Floats and more. Due to ongoing growth, RV World Canberra is seeking an enthusiastic team member to join our Service Department as an Service Advisor. The successful candidate will join our team at the Canberra workshop.
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