Acts as the primary bridge between the customer and the workshop team to ensure high-quality vehicle maintenance and repair services. This role focuses on understanding customer concerns, translating them into technical requirements for technicians, and ensuring a seamless delivery experience that builds long-term brand loyalty.
Key Responsibilities
- Greet customers upon arrival and conduct a thorough visual inspection of the vehicle for any existing damage or concerns.
- Prepare accurate job cards in the Dealer Management System (DMS) detailing customer complaints and requested services.
- Provide realistic cost estimates and delivery timelines to customers while explaining the necessity of specific repairs or parts.
- Coordinate with the workshop floor supervisor to track vehicle progress and ensure timely completion of service.
- Educate customers on periodic maintenance schedules, value-added services, and extended warranty programs.
- Perform a final quality check before vehicle delivery to ensure all reported issues have been addressed.
- Conduct post-service follow-up calls to gauge customer satisfaction and address any immediate feedback.
Requirements
- Diploma or ITI in Automobile or Mechanical Engineering.
- Strong verbal communication skills in the local language and basic English.
- Basic understanding of automotive systems and vehicle components.
- Ability to handle customer grievances with patience and professionalism.
- Proficiency in basic computer operations and data entry.
- Possession of a valid two-wheeler or four-wheeler driving license.
Preferred
- Familiarity with OEM Dealer Management Systems (DMS) like Autoline or SAP.
- Previous internship or vocational training at an authorized automobile service center.
- Knowledge of local RTO regulations and insurance claim processes.
Skills
Technical
Diagnostic Mindset, Basic MS Office, Inventory Knowledge, Workshop Safety Protocols
Soft Skills
Active Listening, Negotiation, Time Management, Conflict Resolution
Qualifications
Education: ITI / Diploma in Automobile or Mechanical Engineering
Experience: 0-1 years in an automotive service environment
Certifications: OEM-specific basic training (optional), Driving License
Work Environment
Standard 6-day work week on-site in a fast-paced authorized dealership workshop environment.
Growth Opportunities
Clear career progression path from Service Advisor to Senior Service Advisor, Service Team Leader, and eventually Service Manager or Body Shop Manager within the dealer network.