Acts as the primary liaison between customers and the technical workshop team to ensure a seamless vehicle maintenance experience. This role focuses on diagnosing customer concerns, recommending necessary repairs, and maintaining high levels of service quality and transparency throughout the repair process.
Key Responsibilities
- Conduct thorough vehicle inspections and create accurate Job Cards in the Dealer Management System (DMS).
- Provide detailed cost estimates and timelines for repairs, obtaining necessary customer approvals before commencing work.
- Promote and sell Value Added Services (VAS), Annual Maintenance Contracts (AMC), and extended warranties to meet monthly targets.
- Coordinate with the Workshop Manager and Technicians to monitor repair progress and ensure on-time delivery.
- Handle customer queries and complaints effectively, ensuring a high Customer Service Index (CSI) score.
- Perform post-service follow-ups to ensure vehicle performance and customer satisfaction.
- Maintain documentation for insurance claims and warranty processing as per OEM guidelines.
Requirements
- Minimum 1-3 years of experience as a Service Advisor in an authorized automotive dealership.
- Proficiency in using Dealer Management Systems (DMS) like SAP, Autoline, or Oracle.
- Strong technical understanding of automotive components and maintenance requirements.
- Valid four-wheeler driving license is mandatory for road tests.
- Excellent command over the local language and functional English.
- Ability to work in a fast-paced environment and handle high vehicle inflow.
Preferred
- Previous experience with a major OEM dealership network (e.g., Maruti Suzuki, Hyundai, Tata Motors).
- Certification in customer handling or service excellence from a recognized institute.
- Knowledge of insurance survey processes and cashless settlement procedures.
Skills
Technical
Vehicle DiagnosticsDMS OperationsJob Card ManagementMS OfficeInventory Management
Soft Skills
Active ListeningNegotiationConflict ResolutionTime ManagementCustomer Empathy
Qualifications
Education
Diploma in Automobile/Mechanical Engineering or ITI Motor Mechanic
Experience
1-3 years in automotive service operations
Certifications
OEM Service Advisor Certification, Valid Four-Wheeler Driving License
What We Offer
- Competitive monthly performance-based incentives
- Statutory benefits including PF, ESI, and Gratuity
- Comprehensive health insurance coverage for self and family
- Regular OEM technical and soft-skill training programs
- Annual festival bonus and travel allowances
Work Environment
On-site 6-day work week in a professional workshop environment with modern diagnostic tools and customer-centric facilities.
Growth Opportunities
Clear career path from Service Advisor to Senior Service Advisor, with potential to move into Workshop Manager or Service Manager roles within the dealership group.