What are the responsibilities and job description for the Service Advisor position at Merchant Automotive?
About Merchant Automotive
Merchant Automotive LLC was founded in 2004 has established itself as an industry leader in Duramax diesel and Allison transmission products, service, and engineered solutions. Our growth is driven by hands-on expertise, high standards, and a commitment to continuous improvement. We focus on our people, processes, and performance—creating clear expectations, efficient operations, and accountability at every level.
Summary
The ideal candidate excels at managing the customer experience and service workflow from initial contact through completion. This individual is responsible for advising customers on service needs, coordinating repair processes, and ensuring clear, consistent communication between customers, technicians, and internal teams. This role requires someone who takes ownership of the customer experience and plays an active role in the performance and success of the service department.
Required Skills and Experience
- Minimum of 3 years of experience as a Service Advisor or similar role in an automotive or diesel service environment
- Strong customer communication skills with the ability to explain technical information clearly and confidently
- Proven ability to manage multiple work orders, priorities, and customer expectations in a fast-paced shop environment
- Proven ability to present repair recommendations and convert them into approved work through clear communication and trust
- Demonstrated ability to take ownership of customer concerns and drive repairs from initial contact through completion
- Comfortable making decisions and prioritizing work in a fast-paced service environment without constant direction
- Strong organizational skills and attention to detail in documentation and workflow management
- Basic computer proficiency and experience using shop management or service software
Preferred Skills and Experience
- Experience in diesel, performance, or light-duty truck service environments (Duramax preferred)
- Working knowledge of common repair processes and diagnostic terminology
- Demonstrated ability to support shop performance through sales, upselling, and customer retention
- Experience in a lead or senior-level advisor role supporting team performance and workflow
Job Specifications
- Ability to manage customer interactions and service workflow in a fast-paced shop environment
- Ability to coordinate between customers, technicians, and internal teams to maintain efficient operations
- Ability to remain organized and responsive while handling multiple tasks and priorities throughout the workday
- Must be available to work on-site during scheduled business hours to support service operations
- Full-Time / Hourly Monday-Friday 8-5
Position Benefits
- Top Tier Compensation based on experience and performance
- Health / Dental / Vision & Life Insurance Available
- Company Paid Holidays
- Paid Vacation
- Paid Sick Days
- 401(k) with company match
- Short Term Disability Insurance
- Apparel allowance
Merchant Automotive is an Equal Opportunity Employer and does not discriminate on the basis of legally protected characteristics. Employment decisions are based on qualifications, merit, and business needs.
Pay: From $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Service Advisor: 3 years (Required)
- diesel: 1 year (Required)
Work Location: In person
Salary : $55,000