This role involves acting as the primary interface between customers and the workshop to ensure a seamless vehicle servicing experience. It focuses on accurately diagnosing customer needs, managing service expectations, and driving revenue through value-added service recommendations.
Key Responsibilities
- Conducting comprehensive vehicle walk-around inspections and opening accurate job cards in the Dealer Management System (DMS).
- Translating customer concerns into technical instructions for the workshop technicians to ensure right-first-time repairs.
- Providing customers with detailed cost estimates and repair timelines while obtaining necessary approvals for additional work.
- Promoting and upselling value-added services, genuine parts, and annual maintenance contracts to meet monthly revenue targets.
- Monitoring the real-time progress of vehicles on the shop floor to ensure committed delivery times are met.
- Explaining the final invoice and the technical work performed to the customer during the vehicle handover process.
- Managing insurance claim documentation and coordinating with surveyors for accidental repair cases.
- Conducting post-service follow-up calls to ensure customer satisfaction and address any pending grievances.
Requirements
- Minimum 3 to 5 years of experience as a Service Advisor in a reputed OEM authorized workshop.
- Valid four-wheeler driving license is mandatory for conducting customer road tests.
- Hands-on experience with Dealer Management Systems (DMS) like Autoline, Navision, or SAP.
- Working knowledge of mechanical and electrical components of modern passenger or commercial vehicles.
- Fluency in the local language and functional proficiency in English for professional communication.
- Ability to work in a high-pressure environment with a 6-day work week schedule.
Preferred
- OEM-certified Service Advisor training from brands like Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.
- Prior experience handling insurance claims and coordination with major insurance providers.
- Strong understanding of Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) drivers.
Skills
Technical
Vehicle Diagnostics, DMS Operations, Cost Estimation, Inventory Management, Insurance Processing
Soft Skills
Customer Relationship Management, Conflict Resolution, Active Listening, Persuasive Communication, Time Management
Qualifications
Education: Diploma or B.E. in Automobile/Mechanical Engineering; ITI (Motor Mechanic) with relevant experience also considered.
Experience: 3-5 years in Indian Automotive Service sector.
Certifications: OEM Service Advisor Certification, IRDA Certification (Optional)
Work Environment
On-site at an authorized service center with standard 6-day work weeks. The role involves frequent movement between the customer lounge and the workshop floor.
Growth Opportunities
Potential to grow into Floor Supervisor, Workshop Manager, or Service Manager roles within the dealership network based on performance and OEM certifications.