Service Advisors are the frontline professionals in automotive service centres, responsible for liaising between customers and the workshop. They translate customer concerns into clear repair instructions, schedule jobs, explain service options, and ensure a smooth experience from drop-off to pick-up. With strong communication skills and mechanical understanding, Service Advisors play a vital role in workshop efficiency, customer satisfaction, and business success.
Service Advisors greet customers, listen to vehicle concerns, and prepare job cards for technicians. They explain recommended services, provide quotes, manage booking schedules, and keep customers updated on repair progress. After work is completed, they review invoices with customers, handle payments, and ensure all questions are answered. Advisors also manage warranty claims, monitor parts availability, and maintain accurate service records.
Many Service Advisors start in customer service or administration roles within a dealership or workshop. Others enter through automotive retail or parts interpreting and build knowledge on the job. While formal qualifications aren't essential to get started, a basic understanding of vehicle systems and strong communication skills are important. Employers value reliability, professionalism, and a genuine interest in helping people.
While on-the-job training is common, completing a Certificate III in Automotive Sales (AUR31020) or Certificate IV in Automotive Management (AUR40120) is highly regarded.
These qualifications can be completed in 1–2 years and include modules on customer service, product knowledge, systems operations, and business processes. Many workshops also offer internal training or brand-specific programs.
Successful Service Advisors are great communicators, problem-solvers, and organisers. They are confident, calm under pressure, and capable of handling both technical information and customer expectations. The role suits those who are people-focused, reliable, and enjoy multitasking in a dynamic environment.
Entry-level: $50,000 – $60,000
Experienced: $65,000 – $85,000
Senior / High-performing advisors: $90,000+ (with commission and bonuses in some dealerships)
Service Advisors can progress into Workshop Controller, Service Manager, or Fixed Operations Manager roles. Others may transition into technical sales, parts management, or dealership administration. Those with strong business acumen may move into dealership operations or brand representative roles.
Full-time, Monday to Friday is standard, with some Saturday work in busy retail or dealership environments. Service Advisors usually work during standard business hours, though early starts are common to accommodate customer drop-offs.
Advisors work in service reception areas, balancing time between front-of-house customer service and back-of-house coordination with technicians. The environment is fast-paced and collaborative, often using booking systems, diagnostic updates, and parts databases. Professional presentation and strong time management are key.
Basic understanding of automotive systems and terminology
Excellent verbal and written communication
Ability to use service booking and invoicing software
Customer service and problem-solving skills
Driver’s licence (essential for vehicle movement)
Certificate III or IV in Automotive Sales/Management (advantageous)
Service Advisors are in steady demand across workshops, dealerships, and fleet service centres. As vehicles become more complex, the role of a knowledgeable advisor becomes even more important to communicate repairs and ensure customer trust. Advisors who blend technical understanding with customer care are highly valued across the industry.
Service Advisors enjoy helping customers and making a real difference in their day. It’s a role that combines communication, technical insight, and coordination — perfect for those who love cars but thrive in a people-facing environment. With strong career progression, variety, and the satisfaction of delivering great service, this is a role that rewards both personality and professionalism.
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