Service Advisor
Mercedes-Benz Canberra | Autosports Group
Mercedes-Benz Canberra is a cornerstone of Autosports Group's aftersales operation in the ACT. We are looking for an experienced Service Advisor to join our team — someone who understands what it means to deliver a premium customer experience at every touchpoint and who takes genuine pride in the quality of every interaction.
About the Role
As a Service Advisor at Mercedes-Benz Canberra, you are the face of our service department — the person our customers trust with one of their most valued possessions. You do this by knowing your customers, knowing their vehicles, and having the right conversation at the right time — every time. The quality of your write-up, the accuracy of your invoice, and the satisfaction of the customer who drives away are all a direct reflection of your standards.
You will work alongside a high-performing service team in a dynamic, prestige environment where the expectation is Mercedes-Benz excellence — and where the opportunity to build long-term customer relationships and develop your career is genuinely there for those who earn it.
Position Scope
- Deliver a premium, personalised customer experience across every touchpoint — from booking and check-in through to vehicle handover — that reflects the Mercedes-Benz brand standard
- Conduct thorough vehicle check-ins that accurately capture all customer concerns, vehicle condition, and relevant history
- Maintain proactive communication with customers throughout the service process — timely updates, clear explanations of additional work, and authorisation before proceeding
- Present vehicle inspection report findings to customers in a clear, confident, and value-focused manner, prioritising safety and manufacturer recommendations
- Identify and present sales opportunities identified during batch print review, outstanding campaign repairs, and overdue scheduled maintenance
- Work closely with the Workshop Controller to manage job priorities, monitor progress, and manage daily vehicle flow
- Use Triage, Podium, ABSEE, and Repair Order Back Order (ROBO) effectively and consistently to manage scheduling, customer communication, and parts back order visibility
- Manage all customer concerns with empathy and professionalism, escalating to the Service Manager where required and ensuring every concern is recorded and followed up
- Maintain a current understanding of Mercedes-Benz warranty coverage, campaign repairs, and goodwill entitlements to accurately advise customers and correctly classify warranty work at check-in
- Ensure all job cards, repair orders, and warranty documentation meet Mercedes-Benz standards in full
Our Ideal Candidate
- Proven experience as a Service Advisor in a franchised automotive dealership — prestige or luxury brand experience highly regarded
- A genuine passion for the customer experience and the ability to build lasting relationships with a loyal customer base
- Confident and professional communicator in every situation — from explaining a complex repair to managing a difficult conversation
- Commercially driven with a track record of achieving labour sales, upsell, and CSI targets
- Familiarity with Triage, Podium, ROBO, and ABSEE or equivalent service platforms
- Proficiency with dealership management systems — Pentana experience highly regarded
- Highly organised with strong attention to detail and the ability to manage a full workload without letting standards slip
What You'll Get
- Join Mercedes-Benz Canberra, backed by Autosports Group — Australia and New Zealand's leading prestige automotive group Competitive salary and performance-based incentives
- Mercedes-Benz factory training and a clear pathway into senior advisor and leadership roles
- Backed by Autosports Group — Australia and New Zealand’s leading prestige automotive group
- Paid Parental Leave, discounted private health cover, and free Molinari coffee daily
- Employee Assistance Program, social events, and a genuinely inclusive team environment
- Referral and sign-on bonuses may apply
The Standard Is Mercedes-Benz
At Mercedes-Benz Canberra, the expectation is simple — every customer leaves feeling that their vehicle and their time were treated with the same care and precision the brand demands. If you hold yourself to that standard and want to build your career at one of Canberra's leading prestige dealerships, apply now.
Applications are reviewed as they are received. We encourage you to apply as soon as possible for your best chance to progress to the next stage.
To note - from October 3rd, we will be operating out new premises at Melrose Drive, Philip.
Successful candidates will be required to complete pre-employment checks and hold the appropriate working rights in Australia.
For confidential discussions please contact Daniel Overs on 0432 101 387.
