Acts as the primary liaison between the customer and the workshop, ensuring all vehicle concerns are documented and resolved while maintaining high customer satisfaction levels. This role focuses on providing accurate repair estimates, managing delivery timelines, and driving service revenue through genuine parts and value-added services.
Key Responsibilities
- Conduct a detailed vehicle walk-around inspection and prepare accurate job cards for every vehicle entering the service center.
- Listen to customer concerns and translate them into clear technical instructions for the workshop technicians.
- Provide customers with precise cost estimates and expected delivery timelines for repairs and periodic maintenance.
- Coordinate with the Workshop Manager to track vehicle progress and ensure quality control standards are met before delivery.
- Educate customers on necessary repairs, preventive maintenance schedules, and available value-added services (VAS).
- Manage the vehicle delivery process, including explaining the final invoice and all work performed to the customer.
- Execute post-service follow-up calls to ensure customer satisfaction and address any pending grievances.
- Maintain comprehensive records in the Dealer Management System (DMS) for all service transactions and customer interactions.
Requirements
- 3-5 years of proven experience as a Service Advisor in an authorized automobile dealership.
- Strong technical understanding of automotive mechanical systems and vehicle aggregates.
- Hands-on experience with Dealer Management Systems (DMS) like SAP, Autoline, or Oracle.
- Fluency in the local regional language and professional proficiency in English.
- A valid four-wheeler driving license is mandatory.
- Ability to handle high-pressure environments and resolve customer conflicts effectively.
Preferred
- Prior experience working with a major OEM brand (e.g., Maruti Suzuki, Hyundai, Tata Motors).
- Completed OEM-specific Service Advisor certification or training programs.
- Basic understanding of motor insurance claim processes and documentation.
Skills
Technical
Vehicle Diagnostics Knowledge, DMS Operations, Job Card Preparation, Repair Estimation, MS Office
Soft Skills
Active Listening, Persuasive Communication, Conflict Resolution, Customer Empathy, Time Management
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or Graduate in any stream
Experience: 3 to 5 years in automotive service operations
Certifications: OEM Service Advisor Certification, Customer Excellence Training
Work Environment
This is an on-site role within a high-traffic authorized workshop. Standard working hours are 6 days a week, typically from 9:30 AM to 6:30 PM, involving significant physical movement and customer-facing activity.
Growth Opportunities
Successful candidates can progress to Senior Service Advisor, Body Shop Advisor, or Service Manager roles within the company's dealership network.