Acts as the primary liaison between customers and the workshop to ensure a seamless vehicle servicing experience. Focuses on translating technical requirements into clear customer communication while driving service revenue through value-added offerings and maintaining high satisfaction standards.
Key Responsibilities
- Conduct thorough vehicle walk-around inspections and document customer concerns accurately on the Job Card.
- Provide detailed cost estimates and timelines for repairs, ensuring transparency and managing customer expectations.
- Coordinate with the workshop floor supervisor and technicians to track vehicle progress and ensure quality control.
- Promote and upsell value-added services such as AMC packages, engine treatments, and specialized coatings to meet revenue targets.
- Maintain high Customer Satisfaction Index (CSI) scores by addressing grievances promptly and ensuring a professional delivery process.
- Update vehicle status and customer data accurately within the Dealer Management System (DMS).
- Explain the final invoice to customers, detailing the work performed and parts replaced before vehicle handover.
- Conduct Post-Service Follow-up (PSF) calls to ensure customer satisfaction and schedule future maintenance visits.
Requirements
- 1 to 3 years of experience as a Service Advisor in an authorized automobile dealership.
- In-depth knowledge of automotive mechanical systems and spare parts.
- Strong command over the local language and functional proficiency in English.
- Valid four-wheeler driving license for conducting test drives and vehicle movement.
- Proficiency in basic computer applications and Dealer Management Systems (DMS).
- Ability to handle high-pressure environments and manage multiple customer interactions simultaneously.
Preferred
- Prior experience working with Maruti Suzuki, Hyundai, Tata Motors, or Mahindra authorized workshops.
- Familiarity with insurance claim processes and cashless workshop procedures.
- Certification in customer relationship management or automotive service excellence.
Skills
Technical
Vehicle Diagnostics Knowledge, DMS Operations (e.g., Autoline, SAP, or MSIL-DMS), Technical Writing (Job Cards), Cost Estimation, Billing & Warranty Processing
Soft Skills
Active Listening, Persuasive Communication, Conflict Resolution, Time Management, Customer Empathy
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI Motor Mechanic Vehicle (MMV). Graduates with technical aptitude may also apply.
Experience: 1-3 years in an automotive service environment.
Certifications: OEM Service Advisor Certification (preferred), IRDA certification for insurance handling (optional)
Work Environment
Modern authorized service center with a 6-day work week. Requires significant time on the workshop floor and interaction with both technical staff and retail customers.
Growth Opportunities
Potential to progress into roles such as Senior Service Advisor, Body Shop Advisor, Workshop Supervisor, or Service Manager within the dealership network.