European Automotive Service Writer / Service Advisor

Village European – Concord, MA

Village European is an independent European auto repair shop specializing in BMW, MINI, Mercedes-Benz, Audi, Volkswagen, Volvo, Porsche, and other European vehicles. We are looking for a professional, organized, and reliable Service Writer / Service Advisor to join our team.

This role is responsible for communicating with customers, creating accurate work orders and estimates, coordinating with technicians, managing scheduling, and helping the shop operate smoothly.
Job Responsibilities

• Greet customers professionally in person, by phone, and by email.
• Listen to customer concerns and collect accurate vehicle information.
• Create detailed work orders based on customer complaints and service needs.
• Communicate with technicians regarding diagnosis, repair progress, parts needs, and job status.
• Explain technician findings, repair recommendations, and maintenance needs to customers in clear, easy-to-understand language.
• Prepare estimates for parts, labor, and shop fees.
• Obtain customer approval before additional work is performed.
• Provide customers with timely updates throughout the repair process.
• Schedule appointments and help manage daily workflow.
• Order parts, track deliveries, and coordinate with suppliers when needed.
• Review completed work orders and invoices before vehicle pickup.
• Process payments and maintain accurate customer, vehicle, and service records.
• Follow up with customers after major repairs and help maintain long-term customer relationships.

Requirements

• High school diploma, GED, or equivalent required; candidates with 2+ years of relevant work experience may also be considered.
• Valid driver’s license required.
• Previous automotive service writer, service advisor, parts, or automotive customer service experience preferred.
• Basic understanding of automotive repair and maintenance.
• Strong verbal and written communication skills.
• Ability to explain technical information in a simple and professional way.
• Organized, detail-oriented, and able to multitask in a busy shop environment.
• Comfortable using computers, email, digital scheduling tools, and cloud-based shop management software.
• Experience with Shopmonkey or similar cloud-based automotive shop software is strongly preferred.
• Professional appearance and customer service attitude.
• Reliable, punctual, and willing to follow shop procedures.

Preferred Qualifications

• Experience working in an independent repair shop or dealership.
• Familiarity with European vehicles is a plus.
• Experience with parts ordering, estimates, customer approvals, and workflow management.
• Ability to handle customer concerns professionally and calmly.
• Clean driving record preferred.

Compensation
Annually 70k-110k