This role acts as the primary interface between the customer and the workshop, ensuring a seamless vehicle service experience through expert technical consultation. It focuses on translating customer concerns into actionable repair orders while maintaining high transparency and service quality standards.
Key Responsibilities
- Greet customers at the service center and conduct a thorough joint inspection of the vehicle.
- Prepare detailed job cards and accurate cost estimates using the Dealer Management System (DMS).
- Explain service requirements, periodic maintenance schedules, and estimated delivery times to customers.
- Coordinate with the Workshop Manager and Technicians to track vehicle progress and ensure on-time delivery.
- Upsell value-added services, genuine parts, and extended warranties to meet monthly service revenue targets.
- Manage the post-service delivery process, explaining the invoice and work performed to ensure customer clarity.
- Monitor and maintain high Customer Satisfaction Index (CSI) scores through proactive communication and issue resolution.
- Handle insurance claim documentation and coordinate with surveyors for accidental repair cases.
Requirements
- Minimum 1-3 years of experience as a Service Advisor in an authorized automobile dealership.
- Sound technical knowledge of passenger vehicle or two-wheeler mechanical systems.
- Proficiency in operating Dealer Management Systems (DMS) such as SAP, Oracle, or proprietary OEM software.
- Excellent communication skills in the local language and functional English.
- Valid four-wheeler driving license for conducting test drives.
- Ability to handle customer grievances professionally and provide immediate solutions.
Preferred
- Prior experience with major OEMs (e.g., Maruti Suzuki, Hyundai, Tata Motors, or Mahindra).
- Knowledge of insurance processes and IRDA guidelines for accidental repairs.
- Resident of the local city or within a 10km radius of the dealership.
Skills
Technical
Vehicle Diagnostics, DMS Operations, Cost Estimation, Service Scheduling, Inventory Knowledge
Soft Skills
Active Listening, Negotiation, Conflict Resolution, Time Management, Customer Empathy
Qualifications
Education: Diploma in Automobile/Mechanical Engineering, ITI (Motor Mechanic), or Graduate in any stream.
Experience: 1 to 3 years in Automotive Service operations.
Certifications: OEM Service Advisor Certification (preferred), Soft Skills Training Certification
Work Environment
Standard dealership workshop environment; 6-day work week (9:00 AM - 6:30 PM); requires standing and movement between the customer lounge and the workshop floor.
Growth Opportunities
High-performing advisors can transition into Senior Service Advisor, Service Manager, or Workshop Manager roles within the dealership group or OEM network.