This role acts as the vital bridge between vehicle owners and the technical workshop team, ensuring a seamless service experience through professional consultation. It focuses on translating customer concerns into actionable technical tasks while maintaining high levels of transparency, trust, and service revenue.
Key Responsibilities
- Conduct thorough vehicle inspections and Joint Circle Reports (JCR) in the presence of the customer during intake.
- Prepare accurate job cards and cost estimates for routine maintenance, mechanical repairs, and bodywork.
- Liaise with the Workshop Manager and Technicians to monitor the progress of vehicles and ensure timely completion.
- Proactively communicate vehicle status updates and seek approvals for additional repairs from customers.
- Explain the final invoice, work performed, and future maintenance requirements clearly during the vehicle delivery process.
- Promote and sell Value Added Services (VAS), Annual Maintenance Contracts (AMC), and genuine accessories to meet monthly targets.
- Manage customer grievances effectively and ensure high Customer Satisfaction Index (CSI) and Post Service Follow-up (PSF) scores.
- Ensure all documentation and data entry in the Dealer Management System (DMS) is accurate and compliant with OEM standards.
Requirements
- Solid technical understanding of automotive mechanical and electrical systems.
- Proficiency in using Dealer Management Systems (DMS) and Microsoft Office.
- Excellent communication skills in the local language and functional English.
- Valid four-wheeler driving license and ability to perform road tests.
- Strong interpersonal skills with a customer-centric mindset.
- Ability to thrive in a fast-paced, target-driven environment.
Preferred
- Previous experience at an authorized OEM dealership (Maruti Suzuki, Hyundai, Tata Motors, etc.).
- Basic knowledge of insurance claim procedures and cashless settlement processes.
- Certification in customer relationship management or automotive service excellence.
Skills
Technical
Vehicle Diagnostics, DMS Operations (e.g., SAP, Autoline), Cost Estimation, Inventory Management, Repair Order Documentation
Soft Skills
Conflict Resolution, Active Listening, Upselling & Negotiation, Time Management, Empathy
Qualifications
Education: Diploma or B.E. in Automobile/Mechanical Engineering, or ITI (Motor Mechanic Vehicle).
Experience: 1 to 4 years of experience as a Service Advisor in a reputed automotive workshop.
Certifications: OEM Service Advisor Certification, Internal Quality Management training
Work Environment
On-site at an authorized service center; 6-day work week; standard shift timings (9:30 AM to 6:30 PM).
Growth Opportunities
Successful candidates can progress to Senior Service Advisor, Body Shop Advisor, or Workshop Manager roles within our expanding dealership network.