Service Advisor

Acts as the primary bridge between the customer and the technical workshop team to ensure a seamless vehicle maintenance experience. This role focuses on diagnosing customer concerns, providing accurate repair estimations, and maintaining high levels of service quality and customer satisfaction.

Key Responsibilities

• Conduct thorough vehicle inspections and joint inspections with customers to document repair requirements and existing vehicle condition.

• Prepare detailed job cards and cost estimates using the Dealer Management System (DMS) while ensuring adherence to OEM labor codes.

• Explain technical issues, required repairs, and maintenance schedules to customers in a clear and non-technical manner.

• Monitor the progress of vehicles in the workshop and provide proactive status updates to customers regarding delivery timelines.

• Promote and upsell value-added services (VAS), genuine parts, and extended warranties to meet monthly revenue targets.

• Coordinate with the workshop floor supervisor to ensure parts availability and timely completion of repair work.

• Explain the final invoice in detail during vehicle delivery and ensure all customer concerns have been addressed.

• Manage customer grievances and escalations professionally to maintain high Customer Satisfaction Index (CSI) scores.

Requirements

• 1-3 years of experience as a Service Advisor in an authorized automobile dealership (4-wheeler or 2-wheeler).

• Hands-on experience with Dealer Management Systems (DMS) such as Autoline, SAP, or OEM-specific platforms.

• Strong functional knowledge of automotive mechanical and electrical systems.

• Excellent communication skills in the local language and professional working proficiency in English.

• Valid four-wheeler driving license and ability to perform test drives.

• Proven ability to handle high-pressure environments and diverse customer personalities.

Preferred

• Prior experience working with major OEMs like Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.

• In-depth understanding of insurance claim procedures and cashless settlement workflows.

• Completed OEM-certified Service Advisor training programs.

Skills

Technical

Vehicle Diagnostics, Cost Estimation, DMS Operations, MS Office (Excel/Word), Inventory Management Knowledge

Soft Skills

Customer Relationship Management (CRM), Conflict Resolution, Persuasive Communication, Time Management, Active Listening

Qualifications

Education: Diploma in Automobile/Mechanical Engineering or Graduate in any stream

Experience: 1 to 3 years in automotive service operations

Certifications: ITI/Diploma in Automobile Engineering, OEM Service Advisor Certification (optional but preferred)

Work Environment

Standard 6-day work week on-site at the dealership workshop; shifts typically range from 9:00 AM to 6:30 PM.

Growth Opportunities

Candidates can progress to Senior Service Advisor, Floor Supervisor, or Workshop Manager roles within the company's expanding dealership network.