Acts as the primary interface between the dealership and customers, ensuring a seamless vehicle maintenance experience. This role focuses on understanding vehicle issues, recommending necessary repairs, and maintaining high levels of customer satisfaction through transparent communication and efficient workshop coordination.
Key Responsibilities
- Greet customers upon arrival and conduct a thorough initial vehicle inspection to open accurate job cards.
- Translate customer concerns into clear technical instructions for the workshop technicians to ensure precise diagnostics.
- Provide accurate cost estimates and delivery timelines for repairs, preventive maintenance, and bodywork.
- Actively promote value-added services, Annual Maintenance Contracts (AMC), and extended warranties to meet revenue targets.
- Monitor the progress of vehicles in the workshop and provide regular status updates to customers.
- Explain the final invoice in detail and address any technical queries regarding the work performed during vehicle delivery.
- Coordinate with the insurance desk for accidental repair estimates and claim processing approvals.
- Conduct post-service follow-up calls to ensure customer satisfaction and resolve any immediate grievances.
Requirements
- 1-3 years of experience as a Service Advisor in an authorized OEM dealership.
- Proficiency in Dealer Management Systems (DMS) such as Autoline, SAP, or specific OEM software.
- Basic technical understanding of automotive mechanical and electrical systems.
- Excellent communication skills in the local language and functional English.
- Valid four-wheeler driving license for conducting short test drives with customers.
- Ability to work in a high-pressure environment with specific daily throughput targets.
Preferred
- Previous experience with a Tier-1 or Tier-2 passenger vehicle brand.
- Knowledge of IRDA guidelines and insurance claim documentation processes.
- Residency within a 10-15 km radius of the dealership location.
Skills
Technical
Vehicle Diagnostics, DMS Operations, Cost Estimation, Inventory Management, Job Card Management
Soft Skills
Conflict Resolution, Active Listening, Persuasive Upselling, Time Management, Customer Empathy
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle)
Experience: 1 to 3 years in automotive service operations
Certifications: OEM Service Advisor Certification, Customer Handling Excellence Certification
Work Environment
On-site at an authorized workshop; 6-day work week; standard shift timings from 9:00 AM to 6:30 PM.
Growth Opportunities
High-performing advisors can transition into Senior Service Advisor, Floor Supervisor, or Workshop Manager roles within the dealership network.