Acts as the primary interface between the dealership and its customers, ensuring all vehicle maintenance and repair needs are addressed with technical precision and exceptional service. This role is pivotal in building long-term customer trust by providing accurate estimations and ensuring timely delivery of serviced vehicles.
Key Responsibilities
- Greet customers upon arrival and conduct a thorough visual inspection of the vehicle using a walk-around checklist.
- Prepare detailed and accurate job cards in the Dealer Management System (DMS) based on customer complaints and vehicle needs.
- Provide transparent cost estimations and timelines for repairs while explaining technical issues in simple terms to customers.
- Collaborate with the workshop floor supervisor to track vehicle progress and ensure quality control before delivery.
- Promote and sell value-added services (VAS), extended warranties, and annual maintenance contracts (AMC) to meet revenue targets.
- Handle customer queries and grievances professionally, ensuring a high Customer Service Index (CSI) score.
- Perform post-service follow-up calls to confirm customer satisfaction and address any residual concerns.
Requirements
- 1 to 3 years of experience as a Service Advisor in an authorized automobile dealership.
- Strong technical understanding of automotive components and general maintenance procedures.
- Proficiency in operating Dealer Management Systems (DMS) such as Autoline, SAP, or OEM-specific software.
- Valid four-wheeler driving license for conducting test drives and vehicle movement.
- Excellent communication skills in the local language and working knowledge of English for documentation.
- Ability to handle high-pressure environments and manage multiple customer interactions simultaneously.
Preferred
- Prior experience working with major Indian OEMs like Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.
- Basic knowledge of insurance claim processes and IRDA guidelines for accidental repairs.
- OEM-certified training in customer handling or technical service advisory.
Skills
Technical
DMS Operations, Vehicle Diagnostics, Cost Estimation, Job Card Management, Insurance Documentation, Technical Troubleshooting
Soft Skills
Conflict Resolution, Active Listening, Persuasive Communication, Time Management, Customer Empathy
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic/Diesel Mechanic)
Experience: 1-3 years in an automotive service environment
Certifications: OEM Service Advisor Certification, Valid Driving License
Work Environment
On-site at an authorized dealership workshop; standard 6-day work week with 9 AM - 6 PM or 10 AM - 7 PM shift timings.
Growth Opportunities
Successful candidates can progress to Senior Service Advisor, Floor Supervisor, or Service Manager roles within the dealership network based on performance and OEM certification milestones.