Service Advisor

This role acts as the vital link between the customer and the technical workshop, ensuring a professional and transparent vehicle service experience. It focuses on diagnosing customer needs, providing accurate repair estimates, and maintaining high levels of customer satisfaction through effective communication.

Key Responsibilities

• Conduct thorough vehicle walk-around inspections and document customer complaints accurately on the Job Card.

• Utilize the Dealer Management System (DMS) to open, update, and track service orders in real-time.

• Provide customers with detailed cost and time estimates for repairs, periodic maintenance, and bodywork.

• Liaise with the Workshop Manager and Technicians to monitor repair progress and communicate updates to customers.

• Upsell value-added services (VAS), roadside assistance, and extended warranties to achieve monthly revenue targets.

• Perform a final quality check and explain the invoice details to the customer during vehicle delivery.

• Resolve customer grievances promptly to maintain high Customer Satisfaction Index (CSI) scores.

• Ensure 100% compliance with OEM service standards and dealership safety protocols.

Requirements

• 1-3 years of experience as a Service Advisor in an authorized automotive dealership.

• In-depth knowledge of vehicle mechanical systems and diagnostic procedures.

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

• Valid four-wheeler driving license for conducting road tests.

• Fluency in the local language and functional proficiency in English.

• Ability to handle high-pressure situations and demanding customer queries.

Preferred

• Prior experience working with major OEMs like Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.

• Certification in Customer Relationship Management (CRM).

• Hands-on experience with digital service tablets and automated workshop tools.

Skills

Technical

Vehicle Diagnostics, DMS Operations, Cost Estimation, MS Office (Excel & Word), Inventory Management

Soft Skills

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

Qualifications

Education: Diploma or ITI in Automobile or Mechanical Engineering; Graduates with technical aptitude may also apply.

Experience: 1 to 3 years of relevant experience in the Indian automotive service sector.

Certifications: OEM Service Advisor Certification preferred, IRDA certification is an added advantage

Work Environment

On-site workshop environment with a standard 6-day work week (9:30 AM to 6:30 PM). Includes interaction with both technical staff and walk-in customers.

Growth Opportunities

High-performing advisors can transition into Senior Service Advisor, Body Shop Advisor, or Workshop Manager roles within the dealership network.