Acts as the primary point of contact between the customer and the technical workshop team to ensure a seamless vehicle servicing experience. Focuses on diagnosing customer concerns, providing accurate cost estimates, and maintaining high levels of customer satisfaction through transparent communication.
Key Responsibilities
- Conducting joint inspections with customers to identify vehicle issues and document them accurately on job cards.
- Providing detailed explanations of required repairs, estimated costs, and delivery timelines to customers.
- Promoting and upselling Value Added Services (VAS) such as ceramic coating, anti-rust treatments, and AMC packages.
- Liaising with the Workshop Manager and Technicians to monitor the progress of vehicles and ensure timely delivery.
- Managing the Dealer Management System (DMS) for job card opening, parts ordering, and final invoicing.
- Handling customer grievances and technical queries with professional conflict-resolution techniques.
- Explaining the final invoice in detail to the customer during vehicle delivery to ensure transparency.
- Conducting Post Service Follow-up (PSF) calls to ensure vehicle performance and service quality satisfaction.
Requirements
- Minimum 3 years of experience as a Service Advisor in a reputed 4-wheeler or 2-wheeler dealership.
- In-depth knowledge of automotive mechanical systems and diagnostic procedures.
- Hands-on experience with Dealer Management Systems (DMS) such as SAP, Autoline, or Oracle.
- Excellent verbal communication skills in the local language and functional English.
- Valid four-wheeler driving license is mandatory for test drives.
- Strong negotiation and persuasive skills to meet monthly service targets.
Preferred
- OEM-specific certification (e.g., Maruti, Hyundai, Tata, or Mahindra service training).
- Prior experience in handling insurance claims and cashless settlement processes.
- Familiarity with Electric Vehicle (EV) service protocols.
Skills
Technical
Automotive Diagnostics, DMS Operations, Cost Estimation, MS Office Suite, Inventory Management
Soft Skills
Customer Relationship Management, Active Listening, Conflict Resolution, Time Management, Persuasive Sales
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle)
Experience: 3-5 years in automotive service operations
Certifications: OEM Service Advisor Certification, Customer Service Excellence Training
Work Environment
This is a full-time, on-site role located within the dealership service center. The role requires working 6 days a week in a fast-paced environment, involving constant interaction with customers and workshop staff.
Growth Opportunities
Candidates demonstrating consistent performance in CSI scores and revenue generation can advance to Senior Service Advisor, Floor Supervisor, or Workshop Manager roles.