Service Advisor

Progressive Ford in Wallaceburg is seeking an experienced Service Advisor with OEM dealership experience — ideally within the Ford network — to join our Service Department.

We are looking for a professional who understands manufacturer standards, warranty processes, and fixed operations performance metrics, and who can deliver a high-level customer experience while driving service department results.

If you are confident managing repair orders, communicating technical information clearly, and working within Ford OEM processes, we want to meet you.

Position Summary

The Service Advisor is the primary liaison between customers and the Service Department. This role requires prior dealership experience and a strong understanding of OEM warranty procedures, service workflows, and performance expectations.

You will manage the full customer journey — from intake to delivery — while maintaining efficiency, compliance, and a high standard of professionalism.

Key Responsibilities

Customer Experience & Relationship Management

• Greet and assist customers in a professional, brand-aligned manner

• Accurately document vehicle concerns and open detailed repair orders

• Clearly explain diagnostic findings, recommended repairs, and timelines

• Maintain consistent communication throughout the repair process

• Build long-term client relationships focused on retention

OEM & Warranty Administration

• Process warranty repairs in accordance with Ford OEM guidelines

• Ensure accurate coding, documentation, and compliance standards

• Maintain strong understanding of manufacturer policies and programs

• Coordinate with warranty administrators and management as required

Workflow & Performance Management

• Manage daily appointment schedules and shop capacity

• Coordinate closely with technicians to ensure timely and accurate repairs

• Monitor repair progress and proactively manage delays

• Contribute to departmental KPIs including labour sales, hours per RO, and customer satisfaction

Administrative & Systems

• Utilize dealership management systems (PBS experience preferred)

• Maintain accurate documentation and service records

• Ensure compliance with manufacturer and dealership standards

Qualifications

• Minimum 2+ years Service Advisor experience in an OEM dealership environment

• Ford dealership experience strongly preferred

• Strong understanding of warranty processes and manufacturer compliance

• Proven ability to manage repair orders and customer expectations

• Excellent communication and organizational skills

• Ability to perform in a fast-paced, performance-driven environment

• Proficiency with dealership management software (PBS is an asset)

Compensation & Schedule

• $20 – $25 per hour, based on experience

• Monday to Friday, 7:30 AM – 5:00 PM

• Full benefits package

• Ongoing manufacturer and leadership development opportunities

Why Join Progressive Ford?

Progressive Ford, as part of Progressive Auto Group, offers:

• A stable, growth-oriented dealership environment

• Supportive leadership focused on accountability and results

• Opportunities for advancement within the group

• A strong community reputation built on integrity and service excellence