This role acts as the primary interface between the customer and the workshop, ensuring a seamless experience for both routine maintenance and accidental repair requirements. It involves managing the end-to-end service lifecycle, from initial vehicle inspection and insurance coordination to final delivery and post-service feedback.
Key Responsibilities
- Conduct thorough joint inspections with customers and prepare accurate job cards in the Dealer Management System (DMS).
- Manage the Body & Paint (BP) workflow, including detailed damage estimation and coordination with insurance surveyors for claim approvals.
- Actively promote value-added services, extended warranties, and genuine accessories to meet monthly labor and parts revenue targets.
- Provide regular updates to customers regarding vehicle status, ensuring transparency in repair timelines and cost variations.
- Ensure high standards of Customer Satisfaction Index (CSI) by resolving grievances promptly and maintaining professional communication.
- Coordinate with the workshop floor supervisor and spare parts department to ensure timely completion of repairs.
- Facilitate the final inspection (Quality Control) and explain the final invoice to the customer during vehicle delivery.
- Maintain meticulous documentation for cashless insurance claims and follow up on outstanding payments from insurance companies.
Requirements
- Minimum 5-8 years of experience as a Service Advisor or BP Advisor in an authorized OEM workshop.
- In-depth knowledge of automotive mechanical systems and body-shop repair processes.
- Proven track record in handling insurance claims, surveyor interactions, and estimation software.
- Proficiency in operating Dealer Management Systems (DMS) such as MSIL-DMS, ADP, or similar platforms.
- Valid four-wheeler driving license and ability to perform test drives.
- Excellent command over the local language and functional English.
Preferred
- Prior experience with premium or luxury automotive brands.
- Valid IRDA certification for insurance handling.
- Familiarity with digital estimation tools like Audatex or Eurotax.
- Experience in managing high-volume service centers during peak cycles.
Skills
Technical
Vehicle Diagnostics, Cost Estimation, Insurance Claim Processing, Inventory Management, DMS Operations
Soft Skills
Conflict Resolution, Persuasive Communication, Customer Relationship Management, Time Management, Negotiation
Qualifications
Education: Diploma or B.E./B.Tech in Automobile or Mechanical Engineering
Experience: 5-8 years in Indian automotive retail service operations
Certifications: OEM Service Advisor Certification, Insurance Regulatory and Development Authority (IRDA) license (preferred)
Work Environment
On-site workshop environment with a standard 6-day work week. Requires active movement between the customer lounge, workshop floor, and paint booth.
Growth Opportunities
Successful candidates can progress to Senior Service Advisor, Assistant Service Manager, or Workshop Manager roles within the dealership network.