High-End Line Service Advisor – Tom Wood at Tom Wood Inc in Carmel, IN

Job description

• The High-End Line Service Advisor is responsible for delivering an elevated service experience to clients of premium automotive brands. This role requires superior communication skills, strong attention to detail, and the ability to manage complex repair orders while maintaining a high level of hospitality.
• The Service Advisor acts as the liaison between customers and technicians, ensuring accuracy in diagnostics, transparency in recommendations, and excellence in overall service delivery.

Responsibilities

• Customer Experience & Communication
• Greet all customers with a professional, luxurybrand level presentation and begin each visit by conducting a thorough walkaround and active service consultation. Clearly communicate all service needs, maintenance recommendations, and repair timelines, ensuring customers understand what to expect. Throughout the repair process, maintain consistent updates and remain easily accessible for questions or concerns. Deliver exceptional hospitality at every step, reflecting the standards expected of a highend brand experience.
• Service & Repair Coordination
• Create accurate and detailed repair orders based on customer concerns and technician findings.
• Prioritize and schedule work to optimize technician productivity and shop flow.
• Explain technical details in a clear, customer-friendly manner.
• Ensure all services are documented, authorized, and completed to brand standards.
• Sales & Performance
• Present maintenance and service recommendations ethically and professionally.
• Achieve targeted service and sales goals while maintaining transparency and trust.
• Promote premium service packages and manufacturer-recommended care.
• Operational Excellence
• Maintain current knowledge of brand service bulletins, warranty policies, and recall processes.
• Utilize dealership management systems (DMS) efficiently and accurately.
• Ensure all paperwork and electronic records are complete and compliant.
• Deliver a service experience that meets or exceeds CSI performance goals.

Requirements

• Prior Service Advisor experience required, preferably in a luxury or high-performance dealership.
• Strong understanding of automotive service processes; ability to explain technical information clearly.
• Exceptional communication, organization, and customer relationship skills.
• Ability to thrive in a fastpaced, customerfocused environment.
• Professional appearance and demeanor consistent with premium brand expectations.
• Valid driver’s license with a clean driving record.
• Experience with brands such as BMW, Mercedes-Benz, Audi, Lexus, Acura, Jaguar, Land Rover, Porsche, or similar luxury lines.
• Prior experience working in a high-volume or high-end automotive service department.
• Familiarity with DMS platforms such as CDK, Reynolds & Reynolds, Xtime, or similar.

Skills

Required

• Prior Service Advisor experience
• Exceptional communication skills
• Exceptional organization skills
• Customer relationship skills
• Professional appearance and demeanor

Benefits

• Paid Time Off & Vacation
• Paid Holidays
• Medical, Dental & Vision Coverage
• 401(k) with Company Match
• Life & Disability Insurance
• Professional Training & Career Development
• Tuition Reimbursement
• Service Awards
• Opportunities for Advancement