Acts as the primary liaison between the dealership's workshop and the customer, ensuring a seamless vehicle maintenance experience. This role focuses on translating customer concerns into technical instructions for technicians while managing expectations regarding costs and timelines to ensure high levels of satisfaction.
Key Responsibilities
- Greet customers upon arrival and perform a detailed vehicle walk-around inspection to document existing condition and requirements.
- Open accurate job cards in the Dealer Management System (DMS) reflecting customer complaints and requested services.
- Provide transparent cost estimates and delivery timelines, obtaining necessary customer approvals before proceeding with additional repairs.
- Coordinate with the Workshop Manager and Technicians to monitor repair progress and ensure quality control standards are met.
- Explain technical repairs and invoice details to customers during vehicle delivery, addressing all queries professionally.
- Proactively promote value-added services, extended warranties, and Annual Maintenance Contracts (AMC) to enhance service revenue.
- Conduct post-service follow-up calls to verify customer satisfaction and address any lingering concerns.
- Maintain strict compliance with OEM documentation standards for warranty claims and insurance processing.
Requirements
- 3 to 5 years of experience as a Service Advisor in an authorized automobile dealership.
- Proficiency in using Dealer Management Systems (DMS) such as SAP, Autoline, or similar platforms.
- Strong technical understanding of automotive components, maintenance schedules, and diagnostic processes.
- Excellent verbal and written communication skills in English and the local regional language.
- Valid four-wheeler or two-wheeler driving license depending on the segment.
- Proven ability to handle high-pressure situations and customer grievances with empathy.
Preferred
- Prior experience working with a major OEM (Maruti Suzuki, Hyundai, Tata Motors, or Mahindra).
- In-depth knowledge of motor insurance claim processes and cashless settlement procedures.
- Basic understanding of Electric Vehicle (EV) service protocols.
Skills
Technical
DMS Operation, Vehicle Diagnostics, Warranty Policy Application, Inventory Management, Technical Reporting
Soft Skills
Active Listening, Conflict Resolution, Persuasive Selling, Time Management, Empathy
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle)
Experience: 3-5 years in automotive service operations
Certifications: OEM Certified Service Advisor, IRDA Certification (Preferred)
Work Environment
On-site role at an authorized dealership; standard 6-day work week (9 AM - 6 PM); involves significant time on the shop floor for vehicle inspections.
Growth Opportunities
High-performing candidates can transition into roles such as Senior Service Advisor, Body Shop Manager, or Workshop Manager within the dealership network.