Service Advisor

Company description:

PACCAR is a global technology leader in the design, manufacture and customer support of high-quality light-, medium-, and heavy-duty trucks under the Kenworth and DAF nameplates. PACCAR also designs and manufactures advanced diesel engines, provides financial services and information technology, and distributes truck parts related to its principal business.

Job description:

About Us

KENWORTH DAF Melbourne is a leading heavy duty truck dealership representing the KENWORTH and DAF brands and is located close to the Western ring road and in the centre of Laverton's transport hub. Our culture is what sets us apart - much like the trucks we sell, it's based on a commitment to quality, longevity and continual improvement.

The Opportunity

We are seeking two proactive and customer-focused Service Advisors to join Kenworth DAF Melbourne. In this role, you will be the key point of contact for customers, supporting them through every stage of the service process and ensuring a smooth, professional experience. This is a great opportunity for someone who thrives in a fast-paced environment, takes pride in delivering excellent service, and enjoys working closely with both customers and technicians.

Responsibilities:

• Greet customers and respond promptly to service enquiries and requests
• Act as the liaison between customers and the service department throughout the repair process
• Book appointments, vehicle drop-offs, pick-ups, and breakdown services using phone, online, and in-person communication
• Accurately document vehicle concerns and communicate repair requirements to technicians
• Provide clear updates to customers regarding repair progress, timelines, and costs
• Prepare accurate service estimates, quotations, and repair orders
• Recommend additional services and repairs in line with dealership and manufacturer guidelines
• Process, raise, and close repair orders efficiently and accurately
• Support exceptional customer service and handle complaints appropriately
• Assist with invoicing, history requests, sublet invoices, and contractor order numbers as required

What we like about you:

• You have experience in customer service, ideally within the automotive or transport industry
• You communicate clearly and professionally with customers and team members
• You are highly organised with strong attention to detail
• You can manage competing priorities and work effectively under pressure
• You have a problem-solving mindset and can think ahead to identify potential issues
• You are confident using computer systems and have moderate computer literacy
• You work well independently and as part of a team
• You are flexible to work occasional Saturdays and participate in a breakdown phone rotation when required

Why Choose Us?

In return, through training, education and the opportunity to find and pursue the career path of their choosing, we strive to bring out the best in every one of the people who work for Kenworth DAF Melbourne. Our reward, the customers' reward - is a workforce with genuine and enduring passion for what they do. As part of PACCAR Australia employing over 1000 people, there is lots of opportunity to grow your career with us.