This role acts as the vital link between the customer and the workshop, ensuring that vehicle service requirements are accurately captured and executed. It focuses on delivering a superior service experience by managing customer expectations, providing technical consultations, and ensuring timely vehicle delivery.
Key Responsibilities
- Conducting joint inspections of vehicles with customers to document conditions and service requirements using job cards.
- Translating customer concerns into technical instructions for the workshop technicians to ensure accurate repairs.
- Providing detailed cost estimates and time frames for periodic maintenance and accidental repairs.
- Promoting value-added services such as extended warranties, AMC packages, and specialized cleaning treatments.
- Liaising with the floor supervisor and technicians to track vehicle progress and ensure quality control.
- Explaining the final invoice, work performed, and maintenance tips to the customer during vehicle delivery.
- Managing insurance claim documentation and coordinating with surveyors for accidental repair approvals.
- Proactively addressing customer grievances to maintain high Customer Satisfaction Index (CSI) scores.
Requirements
- 1-3 years of experience as a Service Advisor in an authorized automobile dealership.
- Working knowledge of Dealership Management Systems (DMS) like SAP, Autoline, or Oracle.
- Strong understanding of automotive mechanical systems and spare parts.
- Valid four-wheeler driving license is mandatory.
- Fluency in the local language and functional English communication.
- Ability to handle high-pressure environments during peak service hours.
Preferred
- Prior experience working with major OEMs (e.g., Maruti Suzuki, Hyundai, Tata Motors, Mahindra).
- Familiarity with IRDA guidelines and insurance claim processing.
- Certification in soft skills or customer relationship management.
Skills
Technical
Vehicle Diagnostics, DMS Operations, Estimation & Billing, MS Office, Inventory Management
Soft Skills
Customer Relationship Management, Conflict Resolution, Active Listening, Persuasive Communication, Time Management
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle)
Experience: 1 to 3 years of relevant dealership experience
Certifications: OEM Service Advisor Certification, Technical Training Certificate from recognized institute
Work Environment
Standard dealership workshop environment. 6 days a week (9:00 AM - 6:30 PM). On-site role requiring physical presence for vehicle inspections.
Growth Opportunities
Candidates can progress to Senior Service Advisor, Floor Coordinator, or Workshop Manager roles. Opportunities for OEM-level technical and managerial training are provided.