This role serves as the primary point of contact between the customer and the service workshop, ensuring a seamless vehicle maintenance experience. It involves diagnosing customer concerns, providing accurate cost estimations, and managing the end-to-end service lifecycle to maintain high levels of customer satisfaction.
Key Responsibilities
- Conduct thorough vehicle inspections and prepare detailed Job Cards using the Dealer Management System (DMS).
- Educate customers on required repairs and preventive maintenance while providing accurate cost and time estimates.
- Coordinate closely with the Workshop Manager and Technicians to ensure promised delivery times are met.
- Promote Value Added Services (VAS) and genuine accessories to enhance vehicle performance and meet revenue targets.
- Conduct post-service explanations of the work performed and the final invoice to ensure transparency.
- Manage customer complaints effectively and ensure timely resolution to maintain high Customer Satisfaction Index (CSI) scores.
- Follow up with customers for post-service feedback (PSF) and schedule future maintenance appointments.
- Ensure strict adherence to OEM standard operating procedures and workshop safety protocols.
Requirements
- 3 to 5 years of experience as a Service Advisor in an authorized automobile dealership.
- In-depth knowledge of vehicle mechanical and electrical systems.
- Proficiency in operating Dealer Management Systems (DMS) like Autoline, SAP, or proprietary OEM software.
- Strong command over the local language and functional English.
- Valid four-wheeler driving license.
- Ability to handle high-pressure situations and demanding customers professionally.
Preferred
- Prior experience with a major OEM brand (Maruti Suzuki, Hyundai, Tata Motors, or Mahindra).
- Certification from an OEM for Service Advising.
- Basic understanding of insurance claim processes and IRDA guidelines.
Skills
Technical
Automotive Diagnostics, Dealer Management Systems (DMS), Cost Estimation, MS Office (Excel & Word), Technical Writing (Job Cards)
Soft Skills
Customer Relationship Management, Conflict Resolution, Persuasive Communication, Time Management, Active Listening
Qualifications
Education: Diploma or B.E./B.Tech in Automobile or Mechanical Engineering
Experience: 3-5 years in Automotive Service Operations
Certifications: OEM Service Advisor Certification, Soft Skills Training Certification
Work Environment
Standard authorized workshop environment; 6-day work week; involves significant customer interaction and coordination between the front office and workshop floor.
Growth Opportunities
Successful candidates can progress to Senior Service Advisor, Floor Supervisor, Workshop Manager, or Service Manager roles within the dealership network.