Service Advisor

This role acts as the primary interface between the customer and the technical workshop team, ensuring that vehicle issues are accurately diagnosed and communicated. The focus is on delivering a seamless service experience while maintaining high standards of transparency and technical accuracy. Success in this position involves balancing customer expectations with workshop capacity to drive operational efficiency and loyalty.

Key Responsibilities

• Conduct thorough initial vehicle inspections and prepare detailed Job Cards using the Dealer Management System (DMS).

• Provide customers with accurate cost estimates and timelines for repairs, ensuring all technical jargon is explained clearly.

• Liaise with the Workshop Manager and Technicians to monitor the progress of vehicles and ensure on-time delivery.

• Identify opportunities to recommend value-added services (VAS), such as engine coating or interior cleaning, to enhance vehicle longevity.

• Perform post-service explanations of invoices and work performed during the vehicle delivery process.

• Handle customer queries and grievances professionally, ensuring a high Customer Satisfaction Index (CSI) score.

• Maintain updated records of service history and follow up with customers for Post Service Feedback (PSF).

• Ensure strict adherence to OEM standard operating procedures and safety protocols within the service reception area.

Requirements

• 3-5 years of experience as a Service Advisor in an authorized automobile dealership.

• In-depth knowledge of vehicle mechanical and electrical systems for accurate preliminary diagnosis.

• Proficiency in using Dealer Management Systems (DMS) such as SAP, Oracle, or OEM-specific software.

• Excellent communication skills in the local language and working knowledge of English.

• Strong negotiation and upselling skills to meet service revenue targets.

• Valid four-wheeler driving license is mandatory for test drives.

Preferred

• OEM-specific certification (e.g., MSIL, Hyundai, Tata, or Mahindra certified advisor).

• Experience handling insurance claims and coordination with surveyors.

• Prior exposure to high-volume workshop environments.

Skills

Technical

Automotive Diagnostics, Inventory Management, Cost Estimation, DMS Operations, Technical Report Writing

Soft Skills

Conflict Resolution, Active Listening, Time Management, Customer Empathy, Persuasive Communication

Qualifications

Education: Diploma or B.E./B.Tech in Automobile or Mechanical Engineering; ITI Motor Mechanic Vehicle (MMV) with relevant experience also considered.

Experience: 3 to 5 years in an authorized service center environment.

Certifications: OEM Service Advisor Certification, IRDA awareness for insurance processing

Work Environment

Fast-paced authorized service center with a standard 6-day work week. Requires constant interaction with both customers in the reception area and technical staff in the workshop bay.

Growth Opportunities

Potential to transition into roles such as Floor Supervisor, Assistant Service Manager, or Body Shop Advisor based on performance and technical upskilling.