Acts as the primary point of contact for vehicle owners, translating technical issues into understandable terms and ensuring a seamless maintenance experience. This role focuses on building trust through transparent communication while managing the end-to-end service workflow from reception to vehicle delivery.
Key Responsibilities
- Greet customers, conduct vehicle walk-around inspections, and record concerns accurately on job cards.
- Provide detailed cost estimates and timeframes for repairs and routine maintenance to customers.
- Coordinate with the workshop floor supervisor to track repair progress and ensure timely completion of tasks.
- Upsell value-added services, genuine accessories, and extended warranties based on vehicle condition and OEM recommendations.
- Explain technical repairs and invoice details to customers clearly before vehicle handover.
- Maintain high Customer Satisfaction Index (CSI) scores by addressing grievances and performing post-service follow-up calls.
- Ensure all documentation and digital entries in the Dealer Management System (DMS) are compliant with OEM standards.
Requirements
- 1 to 3 years of experience in an authorized automotive dealership service department.
- Hands-on experience with Dealer Management Systems (DMS) like Autoline, SAP, or proprietary OEM software.
- Strong fundamental understanding of automotive mechanical and electrical systems.
- Fluency in the local regional language and working knowledge of English.
- Valid four-wheeler driving license is mandatory.
- Ability to handle high-pressure situations and demanding customers during peak hours.
Preferred
- Prior experience working with major passenger vehicle OEMs (e.g., Maruti Suzuki, Hyundai, Tata Motors).
- Certification in customer handling or technical service from an OEM training center.
- Basic proficiency in Microsoft Excel for daily performance reporting.
Skills
Technical
Vehicle Diagnostics KnowledgeDMS OperationsJob Card DocumentationService EstimationSpare Parts Identification
Soft Skills
Conflict ResolutionActive ListeningPersuasive CommunicationTime ManagementCustomer Empathy
Qualifications
Education
Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle).
Experience
1-3 years of relevant experience in a dealership service environment.
Certifications
OEM Service Advisor Certification, Customer Handling Excellence Certificate
What We Offer
- Attractive monthly performance-based incentives linked to labor and parts targets.
- Statutory benefits including Provident Fund (PF) and ESI coverage.
- Annual festival bonus and Gratuity benefits as per company policy.
- Comprehensive health insurance for self and immediate family.
- Regular technical and soft-skills training at OEM regional training centers.
- Clear career path to Senior Service Advisor or Workshop Manager roles.
Work Environment
Standard on-site dealership workshop environment. Requires a 6-day work week with standard shift timings (typically 9:30 AM to 6:30 PM).
Growth Opportunities
High-performing individuals can transition into Senior Service Advisor, Floor Supervisor, or Body Shop Advisor roles within 2-3 years, with long-term prospects of becoming a Service Manager.