Service Advisor

This role serves as the vital link between customers and the technical workshop team, ensuring that vehicle service requirements are accurately captured and fulfilled. The focus is on delivering exceptional customer service while maximizing workshop productivity and dealership revenue through transparent communication.

Key Responsibilities

• Greeting customers upon arrival and conducting a thorough joint inspection of the vehicle to document concerns and body condition.

• Opening Job Cards accurately within the Dealer Management System (DMS) and providing customers with precise cost estimates and delivery timelines.

• Liaising with the Workshop Floor Supervisor and Technicians to monitor repair progress and ensure quality standards are met.

• Educating customers on necessary repairs and upselling value-added services like wheel alignment, interior cleaning, or anti-rust coating.

• Managing the post-service delivery process, explaining the invoice details, and ensuring all customer complaints have been resolved.

• Handling insurance claim documentation and coordinating with surveyors for accidental repair approvals.

• Conducting Post-Service Follow-up (PSF) calls to ensure customer satisfaction and address any lingering technical issues.

• Maintaining a clean and organized customer lounge and service reception area according to OEM standards.

Requirements

• 1-3 years of experience as a Service Advisor in an authorized OEM automobile workshop.

• In-depth knowledge of vehicle mechanical systems and routine maintenance schedules.

• Excellent communication skills in the local language and functional English.

• Valid two-wheeler and four-wheeler driving license.

• Proficiency in using Dealer Management Systems (DMS) like Autoline, NextDMS, or SAP.

• Ability to handle high-pressure situations and difficult customers with patience.

Preferred

• Prior experience with high-volume Indian OEMs (Maruti Suzuki, Hyundai, Tata, or Mahindra).

• Basic understanding of automotive insurance policies and cashless claim processes.

• Resident of the local city or surrounding areas for ease of commute.

Skills

Technical

Vehicle Diagnostics, DMS Operations, Cost Estimation, Inventory Management, Invoicing

Soft Skills

Customer Relationship Management, Conflict Resolution, Persuasive Selling, Active Listening, Time Management

Qualifications

Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic) or any Graduate degree.

Experience: 1 to 3 years in Automotive Service operations.

Certifications: OEM Service Advisor Certification (preferred), Basic Computer Literacy Certificate

Work Environment

On-site workshop environment with a standard 6-day work week. Shift timings are typically 9:00 AM to 6:30 PM.

Growth Opportunities

Candidates can progress to Senior Service Advisor, Service Team Leader, or Workshop Manager roles. High performers may also transition into Body Shop Management or OEM regional technical roles.