Service Advisor

Acts as the primary bridge between the customer and the workshop, ensuring a seamless vehicle maintenance experience. This role focuses on diagnosing customer concerns, providing transparent cost estimations, and maintaining high levels of satisfaction throughout the service lifecycle.

Key Responsibilities

• Greet customers upon arrival and conduct a thorough vehicle inspection using the standardized walk-around method.

• Create detailed job cards in the Dealer Management System (DMS) capturing all customer complaints and requirements accurately.

• Provide technical explanations of required repairs and provide accurate cost and time estimates to customers.

• Coordinate with the Workshop Manager and Technicians to monitor the progress of vehicles and ensure on-time delivery.

• Educate customers on preventive maintenance, value-added services (VAS), and genuine spare parts to improve vehicle longevity.

• Perform final inspections of vehicles post-service to ensure all requested jobs are completed to OEM standards.

• Handle customer grievances professionally and ensure a high Post Service Follow-up (PSF) score.

• Manage billing processes and explain the final invoice to customers before vehicle handover.

Requirements

• 3-5 years of experience as a Service Advisor in an authorized automobile dealership.

• Proven ability to handle high-pressure environments and meet monthly service targets.

• Proficiency in using Dealer Management Systems (DMS) like Autoline, SAP, or proprietary OEM software.

• Excellent command over the local language and functional English for documentation.

• Valid four-wheeler driving license to assist in vehicle movement and testing.

• Strong understanding of automotive mechanical systems and diagnostic procedures.

Preferred

• Experience working with major Indian OEMs like Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.

• Certification in Customer Relationship Management or Service Excellence.

• Knowledge of insurance claim processes and cashless workshop procedures.

Skills

Technical

DMS Operations, Vehicle Diagnostics, Estimation & Costing, Inventory Management Knowledge, MS Office

Soft Skills

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

Qualifications

Education: Diploma in Automobile/Mechanical Engineering or B.E./B.Tech (Automobile)

Experience: 3 to 5 years in an authorized OEM service center

Certifications: OEM Certified Service Advisor training, IRDA certification (preferred for insurance handling)

Work Environment

On-site at an authorized dealership workshop, 6 days a week, typically 9:00 AM to 6:30 PM.

Growth Opportunities

Candidates can progress to Senior Service Advisor, Floor Supervisor, or Workshop Manager roles within the dealer network or OEM corporate service teams.