This role acts as the primary interface between the customer and the workshop, ensuring a seamless vehicle maintenance experience. It focuses on diagnosing customer concerns, providing transparent cost estimations, and maintaining high service standards in line with OEM guidelines.
Key Responsibilities
- Conduct thorough vehicle inspections and inventory checks during the vehicle receiving process.
- Create accurate job cards in the Dealer Management System (DMS) detailing customer complaints and requested repairs.
- Provide customers with detailed cost estimates and timelines for periodic maintenance and accidental repairs.
- Liaise with the workshop floor supervisor to track vehicle progress and ensure timely completion of service tasks.
- Promote value-added services, AMC packages, and insurance renewals to enhance service revenue.
- Conduct final vehicle inspections before delivery to ensure all reported issues are resolved and quality standards are met.
- Explain the final invoice and repair details clearly to the customer during vehicle delivery.
- Follow up with customers post-service to ensure satisfaction and address any pending concerns or feedback.
Requirements
- 1-3 years of experience as a Service Advisor in an authorized passenger car dealership.
- Strong functional understanding of automobile mechanical and electrical systems.
- Proficiency in using Dealer Management Systems (DMS) such as Autoline, SAP, or similar platforms.
- Excellent communication skills in English and the local regional language.
- Valid four-wheeler driving license is mandatory for test drives.
- Ability to handle high-pressure environments and resolve customer grievances effectively.
Preferred
- Prior experience working with KIA or other premium automotive brands in India.
- Basic knowledge of IRDA norms and insurance claim processing procedures.
- Certification in automotive diagnostics or customer relationship management.
Skills
Technical
Vehicle Diagnostics, DMS Operations, MS Office, Inventory Management, Technical Reporting
Soft Skills
Active Listening, Negotiation, Conflict Resolution, Time Management, Customer Empathy
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle).
Experience: 1 to 3 years in automotive service operations.
Certifications: OEM Service Advisor Certification, Valid 4-Wheeler Driving License
Work Environment
Professional authorized workshop setting with a 6-day work week. Standard shift timings typically range from 9:30 AM to 6:30 PM.
Growth Opportunities
Potential for career advancement to Senior Service Advisor, Floor Supervisor, or Workshop Manager roles within the dealership network based on performance and OEM training certifications.