Toyota Service Advisor - Katherine

Job No: VAN312
Location: Katherine NT

Vanderfield Northwest Pty Ltd provides sales, service and spare parts to the agriculture, transport, mining and construction industries in the Northern Territory and northern Kimberly region. Working with strong brands such as John Deere, Hino, Manitou, Toyota and Isuzu Ute we require the right people for the following positions in our Katherine branch:


  • Adequate knowledge of motor vehicles;.
  • Well-developed communication skills and telephone techniques.
  • Adequate administration, customer handling and driving skills.


  • Act as principal contact between the Dealership and customers for repair and maintenance service on vehicles.
  • Maximize dealership sales of service and parts.
  • Ensure customer satisfaction.


  • Effectively implement Dealership Standards relevant to this position.

Customer Satisfaction

  • Greet customers promptly and courteously.
  • Maintain a complete customer relations and follow-up policy that ensures maximum customer satisfaction.
  • Resolve all customer complaints immediately to build customer loyalty.
  • Establish clear standards for customer treatment.
  • Monitor all customer survey results to ensure correct procedures in maintaining CSI figures.
  • Follow up and resolve all customer action reports immediately to ensure complete customer satisfaction.
  • Keep Service Manager informed of all problems and potential problems involving repairs, customer’s parts and equipment.


  • Record appointments requested by customers via the department’s appointments system.
  • Complete repair orders and other necessary documentation on arrival of customer.
  • Ensure the accuracy of customer details on repair orders and computer records and update where necessary.
  • Determine estimate of cost, time when vehicle will be ready and method of payment.
  • Obtain customer contact number in case customer needs to be contacted during the service.
  • Ensure all repair orders are signed by the client before the commencement of service work.
  • Obtain an order number from fleet lease companies prior to the commencement of work.
  • Ensure vehicle keys are correctly tagged.
  • Record and follow up the status of repairs to ensure that vehicle will be ready when promised.
  • Ensure completed repairs are quality tested.
  • Obtain authorisation from customers when estimate of costs needs to be changed and when extra work is found to be necessary.
  • Advise customer in advance when vehicle cannot be ready at the agreed time.
  • Contact customer as soon as the vehicle is ready to be collected.
  • Ensure security of customer’s vehicles.
  • Explain all aspects of the job and work carried out to the customer and ensure the customer is happy with the explanations and the work carried out.
  • Attend to telephone service inquiries and bookings promptly and courteously.
  • Establish, maintain and follow a system for back order parts on behalf of the customer.
  • Coordinate and cooperate with the Parts and Accessories Department and Sales Departments at all times.
  • Contact all customers who have not responded to their service booking.
  • Utilise any service offers or additional services available to maximize sales per RO.
  • Carry out other tasks as required by management.

Expense Control

  • Write RO’s efficiently by asking appropriate diagnostic questions to identify customer needs and record all information accurately and legibly.
  • Identify RO’s that require special handling, such as customer waiting, “PRIORITY REPAIR” and “COME-BACK”.
  • Ensure cash sale repairs are paid for prior to releasing the vehicle.
  • Ensure all RO’s are completed in a timely manner
  • Obtain management approval before charging any amount to “policy” or any other expense account.

Factory Relations

  • Maintain thorough knowledge of manufacturer’s warranties.
  • Interpret warranty information and policies to customers.
  • Allow only the time specified by Warranty Officer for warranty on any RO.


  • Maintain a high degree of product knowledge on all vehicles sold and serviced by the Dealership.
  • Follow housekeeping, safety and security procedures that result in a safe and attractive working environment.
  • Maintain attractive customer lounge and reception areas.
  • Discourage, in a friendly manner, any entry to work areas by customers to ensure the safety of all concerned.
  • Follow and comply with all the Dealership’s workplace health and safety procedures.


  • Maintain adherence to The Dealership Standards.
  • Report all customer complaints (internal and external) and conditions that are adverse to the operational efficiency of the department or achievement of quality.
  • Make suggestions for improvement as appropriate.


  • Cares for the health and safety of self and others.
  • Follows workplace procedures and instructions to achieve good OHS practice.
  • Maintains tools, equipment and facilities to make sure of safe performance and good OHS practice.
  • Identifies and reports unsafe, unhealthy or hazardous working conditions.
  • Uses Continuous Improvement Requests to report OHS hazards and risks or to suggest improvements.
  • Uses personal protective equipment as required.
  • Does not engage in practical jokes that could harm the health or safety of another person.


  • Achieving The Dealership Standards relevant to this position.
  • Performance standards for this position are met when:
  • Monthly customer labour sales objectives, established with management, are achieved.
  • Total customer satisfaction is achieved with all customers.
  • No customer complaints arise which have been caused by or could have been caused by or could have been prevented by the Service Advisor.
  • The Dealership service follow-up program is maintained and followed in a manner required by the Dealer Principal.
  • All customer complaints and adverse customer survey returns are attended to immediately.
  • All staff can read and understand information written on RO’s.
  • All internal procedures as directed by management are adhered to.

 Vanderfield will offer you in return:

 Friendly, welcoming environment with great career challenges and growth;

  • Ongoing training and support;
  • Above award rate;
  • Great career advancement and opportunities;
  • A genuine commitment to the well-being and development of staff.

To apply for the position:

You will need to answer the questions listed below and attach a full up to date resume listing the names and contact details of 2 referees (preferably direct supervisors) who can verify your previous employment and skills.

To discuss the position in more detail please contact the Katherine Service Manager, Brodie Randell 0438 721 788.



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