Acts as the primary bridge between vehicle owners and the technical workshop team to ensure a seamless maintenance experience. This position focuses on diagnosing customer concerns, providing accurate cost estimates, and maintaining high levels of satisfaction through proactive communication and transparency.
Key Responsibilities
- Greeting customers upon arrival and conducting a thorough joint inspection of the vehicle to identify visible issues.
- Opening accurate job cards in the Dealer Management System (DMS) detailing all customer complaints and requested repairs.
- Providing customers with precise cost estimates and expected delivery timelines based on workshop load and parts availability.
- Coordinating with the workshop floor supervisor and technicians to track the progress of vehicle repairs throughout the day.
- Explaining the final invoice to customers in detail and ensuring all replaced parts are shown or returned as per policy.
- Conducting post-service follow-up calls to ensure customer satisfaction and address any recurring technical issues.
- Promoting value-added services such as AMC packages, roadside assistance, and extended warranties to customers.
- Handling customer grievances professionally and escalating complex technical issues to the Service Manager when necessary.
Requirements
- Strong verbal communication skills in the local language and English.
- Valid four-wheeler driving license for conducting road tests with customers.
- Basic understanding of automotive mechanical and electrical systems.
- Ability to work in a fast-paced, target-driven environment with strict deadlines.
- Proficiency in basic computer operations and data entry for billing purposes.
- Professional appearance and a customer-centric mindset.
Preferred
- Previous internship or apprenticeship at an authorized OEM workshop.
- Familiarity with Dealer Management Systems (DMS) like Autoline, SAP, or internal OEM software.
- Residency within a commutable distance of the dealership location.
Skills
Technical
Vehicle Inspection, Job Card Documentation, Spare Parts Identification, Basic Diagnostics, DMS Operations
Soft Skills
Customer Relationship Management, Active Listening, Negotiation, Conflict Resolution, Time Management
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic/Diesel Mechanic)
Experience: 0 to 1 year of experience in the automotive service industry (Freshers are welcome)
Certifications: Valid 4-Wheeler Driving License, OEM-specific induction training (preferred)
Work Environment
On-site at an authorized dealership workshop; standard 6-day work week; requires active movement between the reception area and the shop floor.
Growth Opportunities
Structured career progression path from Service Advisor to Senior Service Advisor, Body Shop Advisor, or Workshop Manager within the dealership network.