This role acts as the primary interface between the customer and the technical workshop, ensuring a seamless vehicle service experience. It involves translating customer concerns into technical requirements, providing accurate cost estimations, and managing the end-to-end delivery process to ensure maximum customer loyalty.
Key Responsibilities
- Conduct thorough vehicle walk-around inspections with customers to document condition and specific concerns.
- Generate accurate job cards in the Dealer Management System (DMS) with clear technical instructions for the workshop team.
- Provide customers with detailed cost estimates for parts, labor, and value-added services while managing expectations on timelines.
- Proactively monitor the progress of vehicles on the shop floor and provide regular status updates to customers.
- Upsell genuine accessories, extended warranties, and specialized service packages to meet monthly revenue targets.
- Perform a final quality check on vehicles post-service to ensure all customer complaints are addressed and the vehicle is clean.
- Handle customer grievances and concerns professionally to maintain high Customer Satisfaction Index (CSI) scores.
- Coordinate with the insurance desk for accidental repair estimates and follow up on surveyor approvals.
Requirements
- 3 to 5 years of proven experience as a Service Advisor in an authorized automobile dealership (4-wheeler or 2-wheeler).
- Valid four-wheeler driving license is mandatory.
- Proficiency in using Dealer Management Systems (DMS) such as SAP, Autoline, or similar OEM platforms.
- Strong technical understanding of automotive aggregates, mechanical systems, and electrical components.
- Excellent communication skills in English and the local regional language.
- Ability to work in a high-pressure environment with a 6-day work week schedule.
Preferred
- Prior experience with a Tier-1 or Premium OEM brand.
- Working knowledge of insurance claim procedures and cashless settlement processes.
- Certification in OEM-led Service Advisor training programs.
Skills
Technical
Vehicle Diagnostics, DMS Operations, Cost Estimation, Inventory Management Knowledge, Technical Reporting
Soft Skills
Customer Relationship Management, Conflict Resolution, Active Listening, Sales & Persuasion, Time Management
Qualifications
Education: Diploma or B.E./B.Tech in Automobile or Mechanical Engineering; ITI candidates with significant experience may be considered.
Experience: 3-5 years in automotive service operations.
Certifications: OEM Technical Certification, Valid Driving License
Work Environment
Professional dealership workshop environment requiring on-site presence. Standard 6-day work week with operational hours typically between 9:00 AM and 6:30 PM.
Growth Opportunities
Successful candidates can progress to roles such as Floor Supervisor, Workshop Manager, or Service Manager. There are also opportunities to move into OEM-level technical training or regional service roles.