Acts as the primary point of contact for customers, translating vehicle concerns into actionable repair orders while maintaining high service standards. This role focuses on enhancing the customer service experience through transparent communication and technical guidance throughout the vehicle maintenance lifecycle.
Key Responsibilities
- Greet customers upon arrival and conduct a thorough initial vehicle inspection using the joint inspection (JI) process.
- Diagnose customer complaints accurately and open detailed Job Cards in the Dealer Management System (DMS).
- Provide transparent cost estimates and repair timelines, ensuring customer approval is obtained before work commences.
- Promote and upsell Value Added Services (VAS), extended warranties, and genuine accessories to meet monthly service revenue targets.
- Liaise between the customer and the workshop team to monitor repair progress and provide regular status updates to the owner.
- Explain the final invoice and specific work performed to the customer during vehicle delivery, ensuring all concerns are addressed.
- Conduct Post-Service Follow-ups (PSF) to ensure vehicle performance and maintain high Customer Satisfaction Index (CSI) scores.
Requirements
- 3 to 5 years of proven experience as a Service Advisor in an authorized automobile dealership.
- In-depth knowledge of automotive mechanical systems and common diagnostic procedures.
- Proficiency in operating Dealer Management Systems (DMS) such as SAP, Autoline, or Oracle.
- Excellent verbal communication skills in the local regional language and English.
- Valid four-wheeler driving license for conducting customer road tests.
- Strong negotiation skills with the ability to handle demanding customers and conflict situations.
Preferred
- Prior experience with major Indian OEMs (e.g., Maruti Suzuki, Hyundai, Tata Motors, or Mahindra).
- Familiarity with digital service tools and tablet-based job card openings.
- Basic understanding of motor insurance claim processes and cashless settlement documentation.
Skills
Technical
Vehicle Diagnostics, DMS Operations, Cost Estimation, Inventory Knowledge, Service Scheduling
Soft Skills
Customer Relationship Management, Active Listening, Conflict Resolution, Persuasive Selling, Time Management
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic); Graduates with automotive experience are also eligible.
Experience: 3-5 years in automotive service operations.
Certifications: OEM Service Advisor Certification, IRDA certification for insurance handling (preferred)
Work Environment
Standard on-site authorized workshop environment; 6-day work week; shift timings typically 9:00 AM to 6:30 PM.
Growth Opportunities
Potential to progress to Floor Supervisor, Workshop Manager, or Service Manager roles within the dealership group or OEM corporate structure.