Acts as the primary point of contact between the customer and the workshop, ensuring a seamless vehicle service experience. This role focuses on translating customer concerns into technical instructions for the workshop team while maintaining high standards of transparency and service quality.
Key Responsibilities
- Greet customers upon arrival and conduct a thorough initial vehicle inspection using the walk-around method.
- Prepare accurate job cards in the Dealer Management System (DMS) detailing customer complaints and required repairs.
- Provide customers with detailed cost estimates and timelines for repairs, ensuring all approvals are documented.
- Liaise with the workshop floor supervisor and technicians to track vehicle progress and handle any additional work findings.
- Explain the final invoice, service actions performed, and maintenance recommendations to the customer during delivery.
- Upsell value-added services such as wheel alignment, interior cleaning, and extended warranties to meet monthly revenue targets.
- Handle customer queries and grievances professionally to ensure high Customer Satisfaction Index (CSI) scores.
- Follow up with customers post-service to collect feedback and remind them of upcoming service schedules.
Requirements
- 1 to 3 years of experience as a Service Advisor in an authorized automotive dealership.
- Hands-on experience with Dealer Management Systems (DMS) like Autoline, SAP, or MS Excel.
- Valid four-wheeler driving license for conducting test drives and vehicle movement.
- Fluency in the local language and functional proficiency in English.
- Strong understanding of automotive mechanical systems and spare parts.
Preferred
- OEM-specific certification (e.g., Maruti, Hyundai, Tata, or Mahindra training).
- Prior experience in insurance claim processing and accidental repair estimation.
- Residency within a 10-15 km radius of the dealership location.
Skills
Technical
Vehicle DiagnosticsJob Card ManagementCost EstimationInventory KnowledgeDMS Proficiency
Soft Skills
Customer Relationship ManagementActive ListeningConflict ResolutionPersuasive CommunicationTime Management
Qualifications
Education
Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle).
Experience
1-3 years in an Indian automotive dealership service department.
Certifications
OEM Service Advisor Certification, Valid LMV Driving License
Work Environment
Standard 6-day work week in a high-traffic dealership environment. Requires significant time spent on the shop floor and in the customer lounge.
Growth Opportunities
High-performing advisors can progress to Senior Service Advisor, Floor Supervisor, or Workshop Manager roles within the dealership group.