Internal Service Advisor

Join Canada’s Largest Automotive Group 

If you are looking to grow your career with an organization driven by excellence, integrity, and innovation, Dilawri offers an environment where people are supported and empowered to succeed. 

Founded in 1985, Dilawri is Canada’s largest automotive group and one of Canada’s Best Managed Companies. Dilawri operates over 80 franchised dealerships, representing more than 35 of the world’s most respected automotive brands across British Columbia, Alberta, Saskatchewan, Ontario, Quebec, and Washington, DC. 

With a team of more than 4,000 employees, Dilawri fosters a culture rooted in collaboration, accountability, and continuous learning. Our values of Excellence, Leading, Teamwork, Integrity, Innovation, and Giving Back guide how we work, how we lead, and how we serve our customers and communities. Through the Dilawri Foundation, we are also committed to making a meaningful impact in the communities we serve. 

Discover how you can build your career with Dilawri

Position Overview 

We are looking for a Service Advisor to join our team at Mercedes-Benz Richmond. The successful candidate is someone who is passionate about the automotive industry and eager to contribute to our growing team.

Primary Duties and Responsibilities 

• Responsible for welcoming customers and gathering the required information to identify the vehicle repair and maintenance work required.
• Responsible for completing RO's for the Sales Department
• Answer incoming calls regarding service inquiries an accurately schedule appointments, when necessary
• Complete vehicle inspections
• Review and monitor all appointment files, recommendations, scheduled maintenance, and check for previous service recommendations
• Use internal repair orders and pre-delivery inspections/checks to help reach production goals and complete internal work in a timely manner.
• Explain what service/repair is recommended
• Monitor repair process, check job status and update work in process
• Monitor all repair orders from opening to closing and ensure that customers are updated on progress
• Review CSI monthly score and day to day performance
• Review with the customer loaner policies and warranty details
• Handle dispatching duties, including maintaining shop capacity and productivity, monitoring availability of technicians and inform service advisors and managers on absences and delays
• Other duties as assigned by management

Qualifications Required 

•  Have a minimum of 2+ years of experience as a Service Advisor in the Automotive industry. 
• Requires clear written and oral communication and a focus on excellent customer service. 
• Must be able to interpret customers’ descriptions of their vehicle problems and translate them into clear instructions for the technicians. 
• Excellent organizational skills and an ability to effectively prioritize tasks. 
• Must be able to effectively deal with customers’ concerns or complaints. 
• Good understanding of the brand, maintenance, and warranty requirements. 
• Must be computer literate with an ability to use a variety of programs and learn new ones easily. 
• Previous experience with CDK and/or Dealer-FX is considered an asset
• Legally entitled to work in Canada.

About Dilawri 

In addition to working with and learning from a team of leading professionals in the automotive industry, our benefits include: 

·         Discounted employee vehicle purchase program 

·         Job-specific coaching & training programs 

·         Comprehensive health & dental plans 

·         Employee wellness & assistance programs 

·         Employee social events 

Build your career with a team that is driven by excellence, integrity and innovation.   

Discover Dilawri.