Jump to content

Multiple Service Advisors

Recommended Posts

If your 1st service adviser has some tenure and you think he has some managerial skills, make him the "service manager" and have the new "service adviser" report to him. Let them figure out the work load. That's how it works in my shop. If that isn't that isn't the case you could split it up into two "teams" of 1 SA and 2 techs. 

Link to comment
Share on other sites

What are toying around with is having a parts manager. Got the idea from my mastermind group where some of the shops are doing this with great success. The parts manager can have less or more responsibilities but the gist is that they estimate parts (sometimes the whole ticket), order parts, perform returns and credits, warranties, help to dispatch work, dispatch parts, inventory, procurement of parts, handles vendor issues etc. It leaves the service advisors time to do what you want them to do which is SELL and CUSTOMER SERVICE. I think its an amazing idea because most of what my service advisors get frustrated with is their gigantic job description where they are responsible for everything front end. It can also open up opportunities to find amazing sales people that don't like backend work and also a parts manager that is not necessarily a people person. Its an option. 

Link to comment
Share on other sites

we have two and there is no need to assign techs to them or find a solution, it generally works out easily enough when customers walk up to the counter. We rarely see an imbalance. Plus, one is the service manager so he can delegate if needed.  We also have a parts guy but he only handles parts as they come in, if it is a wrong part, part inventory, part returns and tracking. We also have a body shop so he handles those parts as well.  He does not write up tickets, the service writers do.

Link to comment
Share on other sites

We hired a Parts / job Estimator approx 3 years ago - Nice thing it keeps estimates consistent , they can stay on top of who has what , pricing changes , new products available ,Stock needs ,  They learn how to to communicate with tech's for specific facts needed to find parts , They learn warranty's so we get the best warranty for dollars spent , They know time lines for parts , and can have all electronic look ups , Google  , Etc. , Communicate with Tech's what part really works and or not - Aftermarket or OE  , or TSB.

The Tech's turn their sheets into S/A's they then prioritize what needs sold and or can be by knowing clients better  , then that goes to Parts / Job Estimator .

We sell a lot of Big job's so it would hamper S/a's to do this and they do not stay consistent , they let emotions buy parts and who is their friend at part store not what normally best interest for shop or customer.  

In closing - The savings in parts cost alone should pay for their salary .


Link to comment
Share on other sites

We just went to two advisors a couple months ago. I made my current SA the service manager/operations manager, and I let them work out the work flow. They've tried different things, but I'm leaving it up to them. BTW, my ARO went up immediately since there is now time to slow the process down. I'm playing with the parts person idea, trying to use my previous asst SA as parts/admin. Still working it all out.

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Have you checked out Joe's Latest Blog?

    • By Joe Marconi in Joe's Blog
      Typically, when productivity suffers, the shop owner or manager directs their attention to the technicians. Are they doing all they can do to maintain high billable hours? Are they as efficient as they can be?  Is there time being wasted throughout the technician’s day? 
      All these reasons factor into production problems, but before we point fingers at the technicians, let’s consider a few other factors.
      Are estimates being written properly? Are labor testing and inspections being billed out correctly? Are you charging enough for testing and inspecting, especially for highly specialized electrical, on-board computer issues, and other complex drivability work?  Is there a clear workflow process everyone follows that details every step from the write-up to vehicle delivery? Do you track comebacks, and is that affecting production?  Is the shop layout not conducive to high production? For example, is it unorganized, where shop tools, technical information, and equipment are not easily accessible to every technician?  Are you charging the correct labor rate and allowing for variables such as rust, vehicle age, and the fact that most labor guides are wrong? Also, is there effective communication between the tech and the service advisor to ensure that extra labor time is accounted for and billed to the customer? These are a few of the top reasons for low productivity problems. There are others, but the main point is to look at the entire operation. Productivity is a team effort.  Blaming the techs or other staff members does not get to the root cause in most cases.
      Maintaining adequate production levels is the responsibility of management to create the processes that will lead to high production while holding everyone accountable. 
  • Similar Topics

    • By Joe Marconi
      Let's face it, no one or no entity will help us with the Tech shortage. The truth is, this is not new. This shortage has been created largely from decades of steering young people to college, and not the trades.  I believe we need to get involved with apprenticeship programs. Below is an article in Motor Magazine.
      Your thoughts? Comments?
    • By carmcapriotto
      If you're thinking about transitioning from employee to shop owner, this episode is for you. Instead of guessing your way through the transition, let the Aftermarket Radio Network be your free library of industry peers across the country help you get started the right way.
      Maylan Newton, ESI- Educational Seminars Institute, is a business coach, trainer and industry speaker. Maylan's previous Episodes HERE Vic Tarasik, CEO of Shop Owner Coach. Vic’s previous episodes HERE.
      Show Notes:
      A good technician only makes a good business owner with proper training, guidance, and accountability. You need these 5 professionals- business coach, accountant, financial planner, insurance advisor, attorney Build the business that survives you and provides a legacy to your family the business is not about you is about all the people that depend on the business for their survival, family employees vendors Most importantly, do not treat your business as a hobby you not fixing cars running a business The business owner is the leader, not to fix cars/writing service “People are so afraid of success, that when they reach success they self-destruct.” Not paying yourself opens the door to resenting the business.  What is YOUR cost of doing business? Don’t let the high level of confidence in fixing cars create a false sense of security in solving all things in business. Ask questions of the right individuals- someone with experience who’ve successfully overcome what you have in front of you “Implementation of knowledge is power.” Focus on the fundamentals from the beginning  “Begin with the end in mind” (Covey)- Now that your journey has begun, what is your endgame?  “Life begins and ends at the edge of your comfort zone” Pay your taxes- set up a system where deductions from  
      Connect with the Podcast
      Aftermarket Radio Network
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partners:
      Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com

      Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com

      Click to go to the Podcast on Remarkable Results Radio
    • By cooterdavenport1
      Looking to get off of pen and paper for ROs and estimates but unsure what tools to take a look at. Can some people tell me what they use, what they like about it, and what they don't like?
    • By ASOG Podcast
      Maximizing Profits Or Happiness - Is There An Ideal Size For An Auto Repair Shop
    • By ASOG Podcast
      Do We Regret Starting Our Auto Repair Business?

  • By nptrb, in Automotive Industry,

    By nptrb, in Automotive Industry,

  • Our Sponsors

  • Create New...