This dual-responsibility role bridges the gap between customer vehicle concerns and technical workshop execution while ensuring seamless inventory availability. It focuses on delivering exceptional customer service through accurate diagnostics and maintaining optimal stock levels to minimize vehicle turnaround time.
Key Responsibilities
- Greet customers and conduct thorough vehicle inspections to document repair requirements and create accurate Job Cards in the DMS.
- Explain technical repairs, estimated costs, and delivery timelines clearly to customers while identifying upselling opportunities for value-added services.
- Manage the procurement and issuance of genuine spare parts to technicians, ensuring zero delays in the repair process.
- Maintain precise inventory records, conduct monthly physical stock audits, and manage the 'Dead Stock' to optimize warehouse space.
- Coordinate with the OEM for parts ordering, tracking back-orders, and processing warranty claims as per company policy.
- Ensure final vehicle inspection post-service and explain the final invoice to the customer to maintain high Customer Satisfaction Index (CSI) scores.
- Monitor workshop productivity and collaborate with the Floor Supervisor to prioritize urgent repairs and meet daily delivery targets.
- Handle customer grievances professionally and ensure timely follow-ups post-service to build long-term loyalty.
Requirements
- 1 to 3 years of experience in an authorized automobile dealership service department.
- Proficiency in using Dealer Management Systems (DMS) such as SAP, Oracle, or proprietary OEM software.
- Valid two-wheeler and four-wheeler driving license to perform test drives and vehicle movement.
- Working knowledge of automotive mechanical and electrical components for accurate preliminary diagnostics.
- Ability to communicate effectively in the local language and basic English.
- Strong negotiation and conflict-resolution skills for handling demanding customers.
Preferred
- Prior experience specifically with Indian OEMs (Maruti Suzuki, Tata Motors, Mahindra, or Hyundai).
- Certification in Inventory Management or Spare Parts Management.
- Knowledge of insurance claim processes and cashless workshop procedures.
Skills
Technical
Vehicle Diagnostics, Inventory Management, DMS Operations, MS Excel, Warranty Processing
Soft Skills
Customer Relationship Management, Active Listening, Time Management, Persuasive Communication, Attention to Detail
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic/Diesel Mechanic). Graduates with relevant experience will also be considered.
Experience: 1-3 years in Automotive Service or Parts department.
Certifications: OEM Service Advisor Certification (preferred), IRDA (optional for insurance coordination)
Work Environment
On-site at an authorized dealership workshop; standard 6-day work week (Monday to Saturday); 9:30 AM to 6:30 PM shift.
Growth Opportunities
Potential to transition into Senior Service Advisor, Workshop Manager, or Spare Parts Manager roles within the dealership network based on performance and OEM certification levels.