Acts as the primary point of contact between vehicle owners and the workshop technical team to ensure a seamless service experience. This role focuses on understanding customer concerns, providing accurate service estimates, and ensuring the timely delivery of serviced vehicles while maintaining high standards of customer satisfaction.
Key Responsibilities
- Greet customers upon arrival and conduct a thorough initial vehicle inspection using a walk-around checklist.
- Listen to customer complaints and translate them into technical instructions for technicians via the Dealer Management System (DMS).
- Provide accurate cost estimates and timelines for repairs and routine maintenance to customers.
- Regularly update customers on the status of their vehicle service and obtain approvals for any additional work discovered during inspection.
- Coordinate with the spare parts department to ensure the availability of components required for scheduled repairs.
- Explain the final invoice and the specific work performed to the customer during vehicle delivery.
- Follow up with customers post-service to ensure satisfaction and address any pending concerns.
- Maintain all documentation and job cards in strict compliance with OEM standards and dealership policies.
Requirements
- Diploma in Automobile/Mechanical Engineering or ITI in Motor Mechanic Vehicle (MMV).
- Valid four-wheeler driving license (mandatory for conducting test drives).
- Proficiency in the local language and basic conversational English.
- Basic understanding of automotive systems, components, and engine functions.
- Ability to work in a fast-paced environment and handle multiple customers simultaneously.
Preferred
- Previous internship or vocational training at an authorized OEM dealership.
- Familiarity with Dealer Management Systems (DMS) like SAP, Autoline, or Oracle.
- Basic knowledge of vehicle insurance claim processes and documentation.
Skills
Technical
Vehicle Diagnostic Basics, MS Office (Excel and Word), DMS Operations, Inventory Awareness, Service Estimation
Soft Skills
Active Listening, Conflict Resolution, Persuasive Communication, Time Management, Empathy
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic)
Experience: 0-1 years in an automotive service environment
Certifications: OEM Induction Training (Preferred), Basic Technical Certification
Work Environment
This is a 6-day-a-week, on-site role at the dealership workshop, involving significant customer interaction and movement between the service bay and the reception area.
Growth Opportunities
Entry-level advisors can progress to Senior Service Advisor, Floor Supervisor, or Workshop Manager within 3-5 years based on performance and completion of OEM-specific certification levels.