This role involves acting as the primary interface between the workshop and high-value customers, ensuring technical requirements are translated into clear service plans. The focus is on managing the complete vehicle lifecycle while maintaining exceptional service quality standards and driving workshop profitability through expert consultation.
Key Responsibilities
- Conducting detailed vehicle inspections and generating accurate job cards within the Dealer Management System (DMS).
- Providing customers with transparent cost estimates and technical explanations for required repairs and preventive maintenance.
- Liaising between the workshop floor and the customer to provide real-time updates on vehicle service progress.
- Driving revenue growth by recommending value-added services, extended warranties, and Annual Maintenance Contracts (AMC).
- Ensuring 100% compliance with OEM service standards and warranty processing protocols to minimize claim rejections.
- Managing complex customer grievances and technical disputes to maintain a high Customer Satisfaction Index (CSI) score.
- Overseeing the final quality check and vehicle delivery process to ensure all customer concerns are addressed.
- Mentoring junior service advisors and assisting the Service Manager in workshop workflow optimization.
Requirements
- Minimum 10-12 years of experience in an authorized automotive service center.
- In-depth knowledge of vehicle mechanical and electrical systems for diagnostic consultation.
- Proficiency in using Dealer Management Systems such as Autoline, Rev8, or MS Dynamics.
- Valid four-wheeler driving license and ability to perform road tests.
- Fluency in the local language and professional proficiency in English.
- Proven track record of achieving high labour revenue and CSI targets.
Preferred
- Experience working with premium or luxury automotive brands.
- Valid IRDA certification for handling insurance claims and renewals.
- Certification in soft skills or customer relationship management.
Skills
Technical
DMS Operations, Vehicle Diagnostics Knowledge, Warranty Policy Administration, Insurance Estimation, Inventory Management
Soft Skills
Conflict Resolution, Persuasive Communication, Time Management, Active Listening, Leadership
Qualifications
Education: Diploma or B.E./B.Tech in Automobile or Mechanical Engineering
Experience: 10 to 15 years in Automotive Service operations
Certifications: OEM Certified Service Advisor, High-Voltage Safety Training (for EV specialized workshops)
Work Environment
On-site workshop environment with a standard 6-day work week. Requires frequent interaction with both technical teams and walk-in customers.
Growth Opportunities
Candidates in this lead role can progress to Assistant Service Manager or Workshop Manager positions within the dealership group's expanding network.