Luxury Auto Service Advisor

Service Advisor

Tom Wood Jaguar Land Rover & Volvo

About the Role

Tom Wood is seeking a professional, customer-focused Service Advisor to join our Jaguar Land Rover and Volvo service team. This position serves as the primary connection between our customers and technicians, ensuring each customer receives clear communication, knowledgeable recommendations, and the high level of service expected from a luxury automotive dealership.

The ideal candidate combines outstanding customer service with strong sales ability and automotive knowledge. You'll build lasting relationships with customers while helping them properly maintain and protect their vehicles.

What You'll Do

• Provide a welcoming, professional experience from vehicle check-in through delivery.
• Listen carefully to customer concerns and accurately document vehicle symptoms and service needs.
• Review vehicle history and recommend appropriate maintenance based on mileage, condition, and manufacturer guidelines.
• Prepare repair orders and provide customers with clear estimates for recommended work.
• Explain technician findings and repair recommendations in a way customers can easily understand.
• Obtain customer authorization before additional work is performed.
• Maintain proactive communication regarding vehicle status, pricing, parts availability, and expected completion times.
• Partner closely with Jaguar Land Rover and Volvo technicians, Parts, and Service leadership to keep repair orders moving efficiently.
• Present recommended maintenance and repairs using a consultative, customer-first sales approach.
• Coordinate transportation needs, including loaner vehicles when appropriate.
• Review completed repairs and invoices for accuracy before customer delivery.
• Follow up with customers to ensure satisfaction and help build long-term loyalty to the dealership.
• Maintain accurate documentation within dealership and manufacturer systems.
• Handle customer questions or concerns professionally and work with Service leadership to resolve issues quickly.

What We're Looking For

• Previous automotive Service Advisor or service-writing experience preferred.
• Luxury, import, or premium dealership experience is highly desirable.
• Strong customer service and relationship-building skills.
• Proven ability to sell service and maintenance recommendations while maintaining customer trust.
• General understanding of automotive maintenance and repair.
• Excellent verbal and written communication skills.
• Ability to manage multiple customers and repair orders in a fast-paced service environment.
• Strong attention to detail, organization, and follow-through.
• Comfortable using dealership management systems, digital inspection tools, texting, email, and manufacturer platforms.
• Valid driver's license with an acceptable driving record.

What Success Looks Like

Success in this position means delivering both an exceptional customer experience and strong service department results. Performance may be measured through:

• Customer satisfaction and manufacturer CSI
• Customer retention
• Repair order sales
• Hours per repair order
• Maintenance and recommended-service acceptance
• Effective communication and follow-up
• Repair order accuracy
• Appointment and workflow management

The Person We're Looking For

You're polished and professional, but still approachable. You know how to work with customers who expect a premium experience and understand that communication is often just as important as the repair itself.

You're comfortable discussing significant repair and maintenance recommendations, but you don't rely on pressure. Instead, you build credibility by explaining what the vehicle needs, why it needs it, and what the customer can expect.

Most importantly, you take ownership of the customer's experience and understand that earning their trust today is what brings them back for their next service visit and their next vehicle.

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Benefits at Tom Wood Group

• Paid Time Off (PTO) & Vacation
• Paid Holidays
• Comprehensive Medical, Dental & Vision Coverage
• 401(k) with Company Match
• Life & Disability Insurance
• Professional Training Opportunities
• Tuition Reimbursement
• Service Awards
• Career Advancement Programs

About Tom Wood Group

The Tom Wood Group has been proudly family-owned and locally operated for over 50 years. Since opening our doors in 1967, we’ve grown beyond automotive to include multiple franchises with locations throughout the Midwest and even New Zealand.

Our Core Values

• Humbly Confident
• Passionately Driven
• Sincere Desire to Help Others
• Uncompromising Integrity

Employment Requirements:

Offers of employment are contingent upon successfully passing a background screening, which includes:

• Criminal background check
• Motor vehicle record review
• Social security number verification
• Drug screening at a certified facility

Tom Wood Group is an Equal Opportunity Employer.

Why Work Here?

At Tom Wood Group, you’re more than an employee—you’re a part of a family-owned company that has been serving communities for almost 60 years. We believe in investing in our people through training, career development, and advancement opportunities. Our team thrives on collaboration, integrity, and a sincere desire to help others, and we’re passionate about creating an environment where you can grow both personally and professionally.

What Makes Us Different?

• A company built on core values: Humbly Confident, Passionately Driven, Sincere Desire to Help Others, and Uncompromising Integrity
• Opportunities to advance across multiple industries and locations
• A culture that values your contributions and celebrates success
• Comprehensive benefits designed to support you and your family

What We Offer

• Paid Time Off & Vacation
• Paid Holidays
• Medical, Dental & Vision Coverage
• 401(k) with Company Match
• Life & Disability Insurance
• Professional Training & Career Development
• Tuition Reimbursement
• Service Awards
• Opportunities for Advancement

Our Core Values

Humbly Confident | Passionately Driven | Sincere Desire to Help Others | Uncompromising Integrity

Employment Requirements:

All offers are contingent upon passing a background check, motor vehicle record review, social security verification, and drug screening. Tom Wood Group is an Equal Opportunity Employer.