This role acts as the primary interface between customers and the workshop, ensuring a seamless vehicle maintenance and repair experience. It focuses on translating customer concerns into technical instructions while maintaining transparency in cost estimations and delivery timelines.
Key Responsibilities
- Greeting customers upon arrival and conducting a comprehensive joint inspection of the vehicle to document concerns.
- Creating accurate job cards in the Dealer Management System (DMS) with detailed technical instructions for the workshop team.
- Providing transparent cost estimates and obtaining customer approval for additional repairs identified during service.
- Coordinating with the Workshop Supervisor and Technicians to ensure vehicle delivery as per the promised time.
- Upselling value-added services such as wheel balancing, interior enrichment, and extended warranties to meet revenue targets.
- Explaining the final invoice and work performed to the customer during vehicle delivery to ensure complete transparency.
- Managing insurance claim documentation and coordination for accidental repair cases.
- Following up with customers post-service to ensure satisfaction and address any pending concerns.
Requirements
- Minimum 1-3 years of experience as a Service Advisor in an authorized automobile dealership.
- Proficiency in using Dealer Management Systems (DMS) like Autoline, SAP, or GDS.
- Strong technical knowledge of vehicle mechanical and electrical components.
- Valid four-wheeler driving license for conducting test drives.
- Excellent communication skills in the local language and functional English.
- Ability to handle customer grievances and provide effective resolutions under pressure.
Preferred
- Prior experience with a reputed OEM (Maruti Suzuki, Hyundai, Tata Motors, etc.) brand.
- Knowledge of IRDA guidelines for insurance processing.
- Certification from an OEM-led Service Advisor training program.
Skills
Technical
DMS Operations, Vehicle Diagnostics, Repair Estimation, Microsoft Office, Inventory Management
Soft Skills
Customer Relationship Management, Conflict Resolution, Active Listening, Time Management, Persuasive Communication
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or Graduate in any stream
Experience: 1-3 years in Automotive Service Operations
Certifications: OEM Service Advisor Certification, IRDA Certification (Optional)
Work Environment
On-site at an authorized dealership workshop; 6-day work week (9 AM - 6 PM); involves high customer interaction and movement between the service lounge and workshop floor.
Growth Opportunities
Potential to advance to Senior Service Advisor, Floor Supervisor, or Workshop Manager within the dealership network or OEM regional offices.