This role acts as the primary interface between customers and the workshop team, ensuring that vehicle service requirements are accurately captured and communicated. It focuses on delivering exceptional customer experiences while maintaining efficient service throughput and meeting workshop revenue targets.
Key Responsibilities
- Greet customers upon arrival and perform a thorough initial vehicle inspection using the walk-around method.
- Create accurate Job Cards in the Dealer Management System (DMS) detailing customer complaints and requested repairs.
- Provide transparent cost estimates and delivery timelines to customers while explaining the necessity of specific repairs.
- Coordinate with the Workshop Manager and Technicians to monitor repair progress and ensure timely delivery.
- Proactively update customers on vehicle status and seek approval for any additional work identified during service.
- Conduct final vehicle inspections post-service to ensure all customer concerns have been addressed.
- Explain the final invoice clearly to the customer and handle the vehicle delivery process professionally.
- Perform post-service follow-up calls to ensure customer satisfaction and address any lingering concerns.
Requirements
- 1 to 3 years of experience as a Service Advisor in an authorized automobile dealership.
- Proficiency in using Dealer Management Systems (DMS) such as SAP, Oracle, or OEM-specific software.
- Strong technical understanding of automotive components and maintenance schedules.
- Valid four-wheeler driving license is mandatory for test drives and vehicle positioning.
- Fluency in the local regional language and functional knowledge of English.
- Excellent interpersonal and conflict-resolution skills to handle demanding customers.
Preferred
- Previous experience with a major OEM (e.g., Maruti Suzuki, Hyundai, Tata Motors, or Mahindra).
- Certification in Service Advisor training programs from a recognized automotive brand.
- Knowledge of insurance claim processes and cashless settlement procedures.
Skills
Technical
Diagnostic knowledge, DMS operations, MS Office, Inventory management, Estimating software
Soft Skills
Customer relationship management, Active listening, Time management, Negotiation, Persuasion
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI Motor Mechanic Vehicle (MMV)
Experience: 1-3 years in an automotive service environment
Certifications: OEM Service Advisor Certification (preferred), IRDA license (optional)
Work Environment
Professional on-site workshop environment with standard 6-day work weeks, typically from 9:00 AM to 6:30 PM.
Growth Opportunities
Structured career path leading to Senior Service Advisor, Body Shop Advisor, or Workshop Manager roles within the dealer network.