Industry

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2005 Service Advisor Study

The Service Advisor
The first point of contact between an automotive service facility and the customer is the Service Advisor. The Service Advisors goal must be to provide quality service to the customer. Their responsibilities include: scheduling appointments, answering telephones, determining customers needs, preparing work orders, communicating to technicians, pricing and customer follow-up.

Professional Service Advisors have exceptional telephone etiquette, are very good listeners and ask important questions to obtain detailed information from the customer. He or she must be able to work with the public, manage different personalities and understand basic business and customer service skills. Some basic knowledge of vehicle maintenance and repair is an asset.

Internship Opportunities
The study indicated the majority of automotive industry employers want to have interns on-site during the winter season. Other responses include:

Winter 48% (67 Companies)
Fall 21% (30 Companies)
Spring 19% (27 Companies)
Summer 12% (17 Companies)

Number of companies responded: 118

Starting wages are dependent on candidate's previous experience and transferrable skills. Many employers also indicated they have bonus incentives, excellent benefit packages and opportunities for advancement.

Labour Market Information
Of 149 automotive companies surveyed, 78% (116) employ 255 Service Advisors. An average of 2 per company.

Responses indicated 69% of Service Advisors are male and 27% are female. (4% N.A)

Survey responses reveal 44% of companies with Service Advisors are located in urban centres, and 56% are located in rural Nova Scotia.

Of the 255 Service Advisors, 70% are employed with Dealerships, 23% work for independent service and repair facilities and 6% are employed by Auto Body repair shops and Tire Dealers.

2004 NS Automotive Survey: Company Responses: 149

Employment Opportunities
16% of companies who employ Service Advisors, plan to hire another Advisor. within the next two years. Of those companies who do not employ a Service Advisor, 15% plan to hire.

56% of those companies represent dealerships and 44% represent Service & Repair facilities.

99% of employers will post their Service Advisor position on our website.

Industry Training Needs
Of 143 companies surveyed, 57% (81) do not have a formal in-house Service Advisor training program.

Companies who have an in-house training program include dealerships (85%) and Service & Repair facilities (9%).

80% (106) of surveyed companies said there is no known public or private training program available, and over 54% (72) of companies surveyed would send their employees for training.

Number of Responses: 133

Training Needs Identified by
Automotive Industry Employers
Very Important
Telephone Skills
Interpersonal skills
Building customer relations
Product/Service estimating
Assignment of work orders
to technicians
Money management
Upselling products/services
Customer to Technician
translation
Problem Solving Skills
Handling difficult customers
Important
Introduction to Inventory
Management
Industry Software knowledge
Work Order Forms
Basic typing/computer skills
Basic automotive mechanical
skills

Labour Market Recomendations

All labour market information was researched by the NS Automotive Human Resource Sector Council.

Source: Nova Scotia Automotive Trades Associations

© 2017 Automotive Human Resource Sector Council of Nova Scotia
Partners: This initiative is funded by the Government of Canada & the Nova Scotia Community College.

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