This role acts as the primary bridge between the customer and the workshop, ensuring that all vehicle concerns are accurately captured and addressed. It focuses on delivering a premium service experience by managing the end-to-end customer journey from vehicle intake to final delivery while maintaining high satisfaction standards.
Key Responsibilities
- Greet customers upon arrival and conduct a thorough joint physical inspection of the vehicle to document its condition.
- Prepare detailed and accurate job cards in the Dealer Management System (DMS) based on customer complaints and diagnostic observations.
- Provide customers with transparent cost estimations and realistic timelines for repairs and scheduled maintenance.
- Coordinate closely with the workshop floor supervisor and technicians to track vehicle progress and ensure quality control.
- Educate customers on necessary repairs and promote value-added services such as AMC packages, detailing, and wheel alignment.
- Manage insurance claim documentation and coordinate with surveyors for accidental repair cases to ensure timely approvals.
- Perform a final quality check of the vehicle and explain the invoice details to the customer during the delivery process.
- Follow up with customers post-service to collect feedback and resolve any pending concerns to improve service ratings.
Requirements
- Minimum 3 to 5 years of experience as a Service Advisor in an authorized automobile dealership.
- Proven expertise in using Dealer Management Systems (DMS) and basic MS Office applications.
- Excellent communication skills in the local language and functional English for professional documentation.
- A valid four-wheeler driving license is mandatory for conducting road tests and vehicle movement.
- Strong technical knowledge of automotive mechanical systems, electrical components, and periodic maintenance schedules.
- Ability to work in a fast-paced environment and handle customer grievances with professional composure.
Preferred
- Prior experience working with major Indian OEMs or premium global automotive brands.
- Basic understanding of IRDA norms and insurance claim procedures for automotive repairs.
- Resident of the local area with a strong understanding of the regional customer base.
Skills
Technical
Vehicle Diagnostics, DMS Operations, Estimation & Billing, Warranty Policy Knowledge, Inventory Management
Soft Skills
Customer Relationship Management, Active Listening, Conflict Resolution, Upselling & Persuasion, Time Management
Qualifications
Education: Diploma or B.E. in Automobile/Mechanical Engineering; ITI (Motor Mechanic) candidates with relevant experience may apply.
Experience: 3-5 years in automotive service operations.
Certifications: OEM Certified Service Advisor (preferred), Valid LMV Driving License (mandatory)
Work Environment
On-site role at an authorized service center; 6-day work week with standard shift timings (typically 9:30 AM - 6:30 PM).
Growth Opportunities
Potential to advance to Senior Service Advisor, Floor Supervisor, Workshop Manager, or Service Manager roles within the dealer group.