Service advisors

Acts as the primary point of contact between car owners and the technical workshop team to ensure a seamless vehicle maintenance experience. This role focuses on understanding customer concerns, providing accurate repair estimates, and ensuring high levels of service quality and customer satisfaction.

Key Responsibilities

• Greeting customers and conducting initial vehicle inspections through Joint Hands-on Inspection (JHI).
• Preparing detailed repair orders and cost estimates based on customer requirements and vehicle condition.
• Coordinating with the workshop floor supervisor to ensure timely completion of repairs and maintenance.
• Explaining technical issues and recommended services to customers in a clear, non-technical manner.
• Monitoring the progress of vehicles through the service pipeline and providing regular status updates to customers.
• Managing billing processes and explaining final invoices to customers upon vehicle delivery.
• Promoting value-added services, AMC packages, and insurance renewals to meet workshop revenue targets.
• Ensuring 100% compliance with OEM service standards and documentation requirements.

Requirements

• 1 to 3 years of experience in an authorized automobile dealership service center.
• Valid four-wheeler driving license for vehicle movement and test drives.
• Proficiency in the local language and functional English for customer interaction.
• Hands-on experience with Dealer Management Systems (DMS) like Autoline, SAP, or similar.
• Strong fundamental understanding of vehicle mechanical and electrical systems.
• Ability to handle customer grievances professionally and provide immediate resolutions.

Preferred

• Experience with major OEM brands such as Maruti Suzuki, Hyundai, Tata Motors, or Toyota.
• Previous certification in customer handling or technical service from an OEM training center.
• Knowledge of insurance claim processes, cashless settlements, and surveyor coordination.

Skills

Technical

Vehicle Diagnostics, DMS Operations, Cost Estimation, MS Office, Inventory Management

Soft Skills

Active Listening, Negotiation, Conflict Resolution, Time Management, Customer Empathy

Qualifications

Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle)

Experience: 1-3 years of relevant experience in a front-end service role within the automotive industry

Certifications: OEM Certified Service Advisor (Preferred), IRDA Certification (Optional)

Work Environment

Standard workshop environment requiring 6 days a week on-site presence with a typical shift of 9 AM to 6 PM.

Growth Opportunities

High-performing candidates have a clear career progression path to Senior Service Advisor, Floor Supervisor, and eventually Workshop Manager or Service Manager roles within the dealership network.