This role acts as the primary interface between the customer and the workshop to ensure high-quality vehicle maintenance and repair services. It focuses on diagnosing customer concerns, providing accurate cost estimates, and maintaining high levels of customer satisfaction throughout the service lifecycle.
Key Responsibilities
- Receive customers and conduct detailed vehicle walk-around inspections using digital check-sheets.
- Diagnose customer complaints accurately and translate them into technical instructions for the workshop team via job cards.
- Provide transparent and detailed cost estimates for parts and labor, ensuring customer approval before commencing work.
- Monitor the progress of vehicles in the workshop and provide regular status updates to customers.
- Upsell value-added services such as wheel alignment, ceramic coating, and extended warranties based on vehicle health.
- Conduct final quality checks before delivery and explain the invoice details clearly to the customer.
- Handle customer grievances professionally and ensure timely resolution to maintain high CSI scores.
- Coordinate with the parts department to ensure availability of required components for scheduled repairs.
Requirements
- Minimum 3-5 years of experience as a Service Advisor in an authorized automobile dealership.
- Strong understanding of vehicle mechanical and electrical systems to facilitate accurate diagnosis.
- Excellent communication skills in the local language and functional English.
- Proficiency in using Dealer Management Systems (DMS) such as SAP, Autoline, or Oracle.
- Valid four-wheeler driving license is mandatory for conducting road tests.
- Ability to handle high-pressure environments during peak service hours.
Preferred
- Prior experience working with premium or luxury automotive brands.
- Valid OEM (Original Equipment Manufacturer) certification for service advisory.
- In-depth knowledge of motor insurance claim processes and cashless settlement procedures.
Skills
Technical
Vehicle Diagnostics, DMS Proficiency, Cost Estimation, Inventory Management Knowledge, Technical Writing (Job Cards)
Soft Skills
Customer Relationship Management (CRM), Conflict Resolution, Persuasive Communication, Time Management, Active Listening
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle)
Experience: 3 to 5 years in an automotive service environment
Certifications: OEM Service Advisor Certification, Soft Skills Training Certification (Preferred)
Work Environment
Standard workshop environment with a 6-day work week. On-site presence is required to interact with customers and workshop staff.
Growth Opportunities
Successful candidates can progress to Senior Service Advisor, Floor Supervisor, or Service Manager roles within the expanding dealership network.