This role serves as the primary bridge between customers and the workshop, ensuring a seamless vehicle maintenance experience. It focuses on diagnosing customer concerns, providing transparent cost estimates, and maintaining high levels of customer satisfaction through professional communication and technical expertise.
Key Responsibilities
- Conduct thorough vehicle walk-around inspections and prepare accurate job cards in the Dealer Management System (DMS).
- Communicate technical issues and repair requirements to customers in an easy-to-understand manner.
- Provide precise cost estimates for parts and labor while ensuring customer approval for all additional work.
- Coordinate with the workshop floor supervisor and technicians to track repair progress and ensure timely delivery.
- Promote value-added services (VAS), Annual Maintenance Contracts (AMC), and extended warranties to meet monthly revenue targets.
- Perform final quality checks on vehicles before delivery to ensure all customer complaints are addressed.
- Manage the post-service follow-up process to collect feedback and resolve any customer grievances promptly.
- Handle insurance claim documentation and coordinate with surveyors for accidental repair cases.
Requirements
- 1-3 years of experience as a Service Advisor in an authorized OEM dealership.
- In-depth knowledge of automobile mechanics and diagnostic processes.
- Hands-on experience with DMS software (e.g., MSIL-DMS, Mahindra-DMS, or similar).
- Valid four-wheeler driving license for conducting test drives.
- Fluency in the local language and functional proficiency in English.
- Strong negotiation and conflict-resolution capabilities.
Preferred
- Experience working with premium or luxury automotive brands.
- Completed OEM-specific Service Advisor training or certification.
- Familiarity with IRDA guidelines for automotive insurance claims.
Skills
Technical
Vehicle Diagnostics, DMS Operations, Cost Estimation, Warranty Processing, Inventory Management Knowledge
Soft Skills
Customer Relationship Management, Active Listening, Time Management, Persuasive Communication, Problem Solving
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle)
Experience: 1 to 3 years in an automotive service environment
Certifications: OEM Service Advisor Certification, Driver’s License (LMV)
Work Environment
On-site at an authorized service center; 6-day work week (9:00 AM - 6:00 PM); fast-paced environment involving high customer interaction.
Growth Opportunities
Candidates can progress to Senior Service Advisor, Floor Supervisor, or Service Manager roles within the dealership's multi-location network.