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Your RoleService Advisor

Service Advisor

New to this role? Follow the first-day checklist.

Use the labeled sidebar to find your permitted work areas, grouped by task. On a smaller screen, open the navigation menu in the header to reach the same destinations. The current page stays highlighted; the tenant and branch scope still determine which records and actions you can use. Choose Account in the header for appearance controls and Log out. Daily workshop tasks come first; Management holds reporting and feedback, and Administration holds setup. Only the groups and destinations your role can use are shown.

Service Advisors keep the daily service flow moving from first contact through delivery.

Responsibilities

  • Confirm bookings, create walk-ins, capture consent, and check duplicate matches.
  • Maintain customer and vehicle records during intake.
  • Review public registration requests inside the assigned branch scope when explicitly permitted; refresh stale requests and use account recovery or authorized reconciliation for existing-customer conflicts.
  • Create, update, assign, and move repair orders through valid states.
  • Use Repair orders to search plate or repair-order reference across the permitted queue. Choose Active jobs, Approval & parts review, Ready for pickup, or History; filter the branch and page through all matches. Task links open the relevant job section and retain the queue filters.
  • Review the current estimate and line decisions before creating a revision. Enter normal currency amounts and an explicit tax method, then review totals before saving or sending.
  • Coordinate invoice, payment-request, manual-payment, delivery, reminder, and feedback handoffs.
  • In Invoices, confirm the plate, customer, status, line items, payment history, and balance before recording received funds or preparing a full-balance request. Issue and void controls appear only when the current role has those separate permissions.
  • Start Today’s work with the Approval & parts review queue. Choose a branch or stage, search a plate/reference, and use its next action to open the relevant job section. Summary links and the optional board lead to complete matching queues. Check in vehicle begins walk-in lookup.
  • Check the manual update time and choose Refresh before coordinating current handoffs. Approval/parts waits are recorded states, not overdue follow-up promises; the board cannot move work.
  • In Appointments, start with Today; use Upcoming, Past unresolved, and History for their separate queues. Search and filter before paging, or use Calendar for monthly counts and a selected-day agenda. Check in a walk-in begins customer/vehicle matching. A visible booking does not automatically grant confirmation, rescheduling, cancellation, no-show, or check-in. After saving a rescheduled time, confirm that new time before check-in becomes available.
  • In the repair-order workspace, verify the plate/customer/status header, then use Overview for job facts and assignment, Work & estimates for approval preparation, Billing & handoff for invoices and delivery, Timeline for recorded/live state, and Documents for safe PDF generation/download state.
  • In Customers, search by name, phone, or email before creating another record, then confirm the plate links on the customer 360 page. In Vehicles, use the paginated plate-first list and the customer owner search; editing, verification, and document actions appear only when separately permitted.
  • In Reports, basic reporting access provides definitions and operational performance for the assigned branch scope. Revenue, integrations, and payment-outcome financial sections are not requested or displayed without the separate financial-reporting permission. Use the table and CSV alternatives for exact values, and read the date range as inclusive UTC calendar days.
  • In Feedback, read private ratings and bounded newest-first comments only for the assigned branch scope. Summary counts cover the complete selected scope even when comments continue to another page. The page cannot publish a review or begin customer follow-up; a Repair Order link appears only with separate Repair Order access.

Guardrails

Service Advisors should not bypass disabled modules, cross-tenant IDs, branch scope, customer ownership, workflow state, or customer-visible serialization rules.

Last updated on
CustomerTechnician