Kelly Lock is a service advisor for Blacklocks Ford in Wodonga, Victoria. While she is a successful motor mechanic, she is looking forward to more challenges in her workplace, and, we discover, her own personal life. We chat to Kelly about what’s involved in being a Service Advisor.
Kelly outlines her typical morning.
“In the morning as customers come in to drop their vehicles off. I greet them and get all the details on concerns they have for their vehicles. Then as the vehicle progesses through the workshop, if there are any additional things that require attention or affect the safety of the vehicle, I then call the customer and let them know.”
Kelly is responsible for looking after customers' vehicles as they go through the workshop and keeping the customer informed of the progress. She looks after 20 – 25 vehicles a day – on top of that, she also looks after people who come in, who have not booked, whose vehicles need assistance.
“Once the vehicle is finished, I then do the invoicing and talk to the customer when they come and pick up the vehicle.”
To become a service advisor, Kelly is firstly a fully qualified mechanic. She completed a Certificate II in Automotive Mechanics at Riverina TAFE, then her Certificate III at Blacklocks Ford. However, she didn’t do this quietly – she received numerous commendations for her work in her apprenticeship. She was awarded the VACC Apprentice of the Year for her 1st, 2nd and 3rd year, Apprentice of the Year for Riverina Institute of TAFE and the MVIRA and also was awarded the Albury Best on Campus.
“I have always been interested in cars and the mechanical side of things so I decided to do an apprenticeship in motor mechanics,” says Kelly - and she’s not going to stop now. “My [career] goal at this stage is to keep learning new aspects of the industry, so I can take my next step up.”
However, it isn’t just her career which is testing Kelly to reach new heights, but also her own personal life. “I’m willing to take on any challenge that comes my way - but I would have to say my newest challenge that lies ahead is motherhood: being 4 months pregnant.”
And, no doubt, Kelly will rise to any challenge to meet her goals.
What is the best part of the job?
The best part of the job would be meeting and interacting with new people all the time.
What is the most challenging part of the job?
The most challenging part of the job would be dealing with upset and angry customers.
Personal qualities needed?
I think to be in the position I'm in you need to have good people skills, phone manner, good time management skills, be presentable and have a good attitude.
Do you have any advice for people entering, or wanting to enter, the industry?
All I could say is that it is a great industry to be involved in. There is always something new to learn. It's not an industry you would get bored in!
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