Act as the primary liaison between vehicle owners and the technical workshop team to ensure a seamless service experience. This role focuses on understanding customer concerns, providing accurate cost estimates, and maintaining high levels of satisfaction through transparent communication.
Key Responsibilities
- Greet customers upon arrival and conduct a thorough vehicle walk-around inspection to identify any visible issues.
- Create accurate job cards in the Dealer Management System (DMS) detailing customer complaints, required repairs, and maintenance needs.
- Provide detailed cost estimates and repair timelines while explaining the technical necessity of specific services to customers.
- Coordinate closely with the workshop floor supervisor and technicians to track vehicle progress and ensure quality control standards are met.
- Upsell value-added services such as wheel alignment, interior detailing, or extended warranties based on the vehicle's age and condition.
- Manage the final billing process and explain all line items in the invoice to the customer before vehicle delivery.
- Conduct post-service follow-up (PSF) calls to ensure customer satisfaction and resolve any pending grievances promptly.
- Ensure 100% compliance with OEM service standards and dealership protocols during every customer interaction.
Requirements
- 1-3 years of proven experience as a Service Advisor in an authorized automobile dealership.
- Hands-on experience with Dealer Management Systems (DMS) such as SAP, Autoline, or Oracle.
- Sound technical knowledge of automotive systems, parts, and periodic maintenance schedules.
- Excellent communication and interpersonal skills in the local language and English.
- Must possess a valid four-wheeler driving license for test drives and vehicle movement.
- Ability to handle high-pressure situations and demanding customers professionally.
Preferred
- Previous experience working with a major OEM (Maruti Suzuki, Hyundai, Tata Motors, etc.).
- Basic understanding of insurance claim procedures and IRDA guidelines.
- Proven track record of meeting or exceeding upselling and service targets.
Skills
Technical
Vehicle Diagnostics, DMS Operations, Cost Estimation, Warranty Processing, Job Card Management
Soft Skills
Customer Relationship Management (CRM), Persuasive Communication, Conflict Resolution, Active Listening, Time Management
Qualifications
Education: Diploma or ITI in Automobile/Mechanical Engineering; B.E. graduates may also apply.
Experience: 1 to 3 years in a front-end service role within the automotive sector.
Certifications: OEM Service Advisor Certification, Customer Service Excellence Training
Work Environment
On-site at an authorized dealership workshop. Standard 6-day work week (9 AM - 6 PM) with a professional uniform code.
Growth Opportunities
Structured career progression to Senior Service Advisor, Body Shop Advisor, or Workshop Manager within the dealership network.