service advisor

This role involves acting as the primary point of contact between the dealership's workshop and the customer to ensure a seamless vehicle maintenance experience. It focuses on diagnosing customer concerns, providing accurate cost estimates, and managing the end-to-end service delivery process to maintain high levels of brand loyalty.

Key Responsibilities

• Conduct thorough vehicle walk-around inspections and prepare detailed job cards based on customer complaints and periodic maintenance schedules.

• Provide accurate cost estimates for labor and spare parts while explaining technical repairs in simple terms to customers.

• Coordinate with the workshop floor supervisor and technicians to track vehicle progress and ensure on-time delivery.

• Identify opportunities to upsell value-added services such as wheel alignment, interior cleaning, and anti-rust coatings to meet revenue targets.

• Maintain constant communication with customers regarding repair status, additional work requirements, and delivery timelines.

• Perform a final quality check of the vehicle post-service to ensure all requested jobs are completed to OEM standards.

• Handle customer grievances professionally and ensure high Customer Satisfaction Index (CSI) scores for the dealership.

• Manage billing processes and explain the final invoice to customers during vehicle delivery.

Requirements

• 1 to 3 years of experience as a Service Advisor in an authorized automotive dealership.

• Sound technical knowledge of vehicle mechanical and electrical systems.

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

• Strong verbal and written communication skills in English and the local language.

• Valid four-wheeler driving license for conducting test drives and vehicle movement.

• Ability to work in a fast-paced, target-oriented workshop environment.

Preferred

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

• Knowledge of insurance claim processes and cashless settlement procedures.

• Strong negotiation skills to handle cost-related queries from customers.

Skills

Technical

Vehicle Diagnostics, Cost Estimation, DMS Proficiency, MS Office (Excel & Word), Inventory Knowledge

Soft Skills

Customer Relationship Management, Active Listening, Conflict Resolution, Time Management, Persuasive Communication

Qualifications

Education: Diploma or B.E./B.Tech in Automobile or Mechanical Engineering (ITI holders with significant experience may apply)

Experience: 1-3 years of relevant experience in the automotive service industry

Certifications: OEM Service Advisor Certification, Customer Service Excellence Training

Work Environment

On-site at an authorized workshop; standard 6-day work week (9:00 AM - 6:30 PM); involves significant time on the workshop floor and interacting with customers.

Growth Opportunities

Successful candidates can progress to Senior Service Advisor, Floor Supervisor, or Workshop Manager roles within the dealership group or transition into OEM-level technical training or regional service roles.