Acts as the primary interface between the vehicle owner and the technical workshop team to ensure a seamless service experience. This role focuses on diagnosing customer concerns, providing transparent estimates, and delivering high levels of customer satisfaction through effective communication.
Key Responsibilities
- Greet customers upon arrival and conduct a detailed joint inspection of the vehicle to identify repair needs.
- Prepare accurate job cards and cost estimates for labor and spare parts using the Dealer Management System (DMS).
- Explain technical issues, repair processes, and warranty policies clearly to non-technical customers.
- Promote value-added services (VAS) such as engine coating, ceramic detailing, and annual maintenance contracts to meet revenue targets.
- Coordinate with the workshop floor supervisor to track vehicle progress and ensure on-time delivery.
- Provide regular status updates to customers via phone or messaging platforms throughout the service cycle.
- Conduct a final quality check and explain the final invoice to the customer during vehicle handover.
- Follow up with customers post-service to collect feedback and resolve any pending concerns.
Requirements
- 1-3 years of experience as a Service Advisor in an authorized OEM workshop.
- Valid four-wheeler driving license is mandatory for road tests.
- Working knowledge of Dealer Management Systems (DMS) like SAP, Autoline, or Oracle.
- Strong understanding of automotive mechanical and electrical components.
- Fluency in the local language and functional English for documentation.
- Ability to handle high-pressure situations and difficult customer interactions.
Preferred
- Experience with top Indian OEMs (e.g., Maruti Suzuki, Tata Motors, Hyundai, or Mahindra).
- Technical background with hands-on knowledge of vehicle diagnostics.
- Proven track record of achieving upselling and CSI (Customer Satisfaction Index) targets.
Skills
Technical
Vehicle Diagnosis, Cost Estimation, DMS Proficiency, Inventory Management Knowledge, Warranty Processing
Soft Skills
Customer Relationship Management, Active Listening, Conflict Resolution, Persuasive Communication, Time Management
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or Graduate in any stream
Experience: 1 to 3 years in Automotive Service operations
Certifications: OEM Service Advisor Certification, IRDA Certification (preferred for insurance claims)
Work Environment
Professional authorized dealership workshop; 6 days a week (9:00 AM - 6:30 PM); requires standing and movement between the customer lounge and the workshop floor.
Growth Opportunities
Potential for promotion to Senior Service Advisor, Floor Supervisor, or Workshop Manager. Opportunities for OEM-level technical and management training programs.