This role acts as the primary interface between the customer and the workshop team, ensuring all vehicle concerns are accurately documented and addressed. It focuses on maintaining high customer satisfaction levels while optimizing workshop throughput and service revenue through effective communication and technical advice.
Key Responsibilities
- Greet customers and conduct a thorough joint inspection of the vehicle to document all issues and maintenance requirements.
- Create accurate job cards in the Dealer Management System (DMS) with clear technical descriptions for the workshop team.
- Provide detailed cost estimates and delivery timelines to customers, ensuring all approvals are obtained before work begins.
- Promote value-added services (VAS), extended warranties, and annual maintenance contracts to meet monthly service revenue targets.
- Monitor the progress of vehicle repairs and proactively update customers on any changes in delivery time or repair costs.
- Conduct a final inspection of the vehicle and explain the invoice details and work performed during the delivery process.
- Address and resolve customer grievances promptly to maintain high Customer Satisfaction Index (CSI) scores.
Requirements
- 1-3 years of experience as a Service Advisor in an authorized automotive service center.
- Valid four-wheeler driving license is mandatory.
- Proficiency in the local language and functional English communication.
- Hands-on experience with Dealer Management Systems (DMS) like MSIL-DMS, Autoline, or SAP.
- Basic technical understanding of automobile mechanics and electronic components.
- Ability to handle high-pressure environments and manage multiple customer queries simultaneously.
Preferred
- Previous experience working with major OEMs (e.g., Maruti Suzuki, Hyundai, Tata Motors, or Mahindra).
- Knowledge of insurance claim processes and cashless settlement procedures.
- OEM-certified Service Advisor training completion.
Skills
Technical
Vehicle Diagnostics (Basic), DMS Operations, Cost Estimation, MS Office, Inventory Management
Soft Skills
Active Listening, Persuasive Negotiation, Conflict Resolution, Time Management, Customer Empathy
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or Graduate in any stream.
Experience: 1 to 3 years in automotive service operations.
Certifications: OEM Service Advisor Certification (preferred), IRDA license for insurance (optional)
Work Environment
On-site workshop environment with a 6-day work week. Standard shift timings are typically 9:00 AM to 6:30 PM.
Growth Opportunities
Candidates can progress to Senior Service Advisor, Floor Supervisor, or Workshop Manager roles within the company's expanding dealership network.