Service Advisor / Conseiller(ère) au service

Taiga Motors•Kahnawake Indian Reserve No. 14, QC

7d•Hybrid

About The Position

The Service Advisor serves as the primary point of contact between customers, dealers and distributors and the service department, ensuring an outstanding ownership experience from initial contact through appointment scheduling and service completion. This role combines customer service, technical understanding, and operational coordination to facilitate efficient repairs, maintenance, and warranty support while maintaining clear communication throughout the service process. This position has been created as part of Taiga's long-term global service strategy. As our dealer network and service organization continue to expand, successful candidates will have the opportunity to grow into leadership roles, while helping shape the future of our aftersales organization.

Requirements

2+ years of experience in a Service Advisor, Customer Service, or Automotive/Powersports Service role.
Excellent verbal and written communication skills.
Strong organizational and time management abilities.
Experience using ticketing systems (Freshservice Etc.).
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office applications.

Nice To Haves

Experience in powersports, marine, automotive, or electric vehicle industries.
Basic mechanical aptitude and ability to understand technical repair information.
Experience processing warranty claims.
Bilingual (English/French) in order to serve our clients across North America.
Valid driver's license with a clean driving record preferred.

Responsibilities

Provide a professional, knowledgeable, and friendly service experience.
Understand customer concerns and accurately document symptoms and service requests.
Set clear expectations regarding repair timelines, costs, and service processes.
Maintain proactive communication throughout the repair process, providing updates and managing customer expectations.
Ensure customer satisfaction by addressing questions, concerns, and follow-up requirements.
Schedule service appointments and optimize service team capacity.
Create, manage, and close repair orders accurately and efficiently.
Coordinate with technicians to ensure accurate diagnosis and timely completion of repairs.
Assist with service delivery and ensure all documentation is complete.
Process warranty claims in accordance with company policies.
Maintain accurate customer and vehicle records within service management systems.
Collaborate closely with Parts, Technical Support, and Engineering teams to support efficient repairs.
Coordinate required parts availability for scheduled repairs.
Escalate complex technical or customer concerns through appropriate channels.
Identify recurring customer concerns and communicate trends to management.
Support process improvements that enhance efficiency and customer satisfaction.
Participate in ongoing product and technical training.