High-End Line Service Advisor - Tom Wood

High-End Line Service Advisor

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.

Key Responsibilities

Customer Experience & Communication

Greet all customers with a professional, luxury brand 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 high-end 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.

Qualifications

• 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 fast-paced, customer-focused environment.
• Professional appearance and demeanor consistent with premium brand expectations.
• Valid driver's license with a clean driving record.

Preferred Experience

• 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.

Why Work Here?

At Tom Wood Group, you're more than an employee—you're a part of a family-owned company that has been serving communities for over 50 years. We believe in investing in our people through training, career development, and advancement opportunities. Our team thrives on collaboration, integrity, and a sincere desire to help others, and we're passionate about creating an environment where you can grow both personally and professionally.

What Makes Us Different?

• A company built on core values: Humbly Confident, Passionately Driven, Sincere Desire to Help Others, and Uncompromising Integrity
• Opportunities to advance across multiple industries and locations
• A culture that values your contributions and celebrates success
• Comprehensive benefits designed to support you and your family

What We Offer

• 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

Our Core Values

Humbly Confident | Passionately Driven | Sincere Desire to Help Others | Uncompromising Integrity

Employment Requirements:

All offers are contingent upon passing a background check, motor vehicle record review, social security verification, and drug screening. Tom Wood Group is an Equal Opportunity Employer.