This role serves as the vital bridge between the customer and the technical workshop team, ensuring a smooth vehicle service lifecycle. It focuses on translating customer concerns into technical instructions while maintaining high transparency regarding costs, timelines, and repair quality.
Key Responsibilities
- Conduct thorough vehicle walk-around inspections and document pre-existing conditions before intake.
- Open Job Cards accurately in the Dealer Management System (DMS) capturing all customer complaints and requirements.
- Provide customers with detailed cost estimates and expected delivery timelines for repairs and periodic maintenance.
- Coordinate with the Workshop Manager and Technicians to track vehicle progress and update customers proactively.
- Promote and sell Value Added Services (VAS), extended warranties, and genuine accessories to meet monthly targets.
- Perform a final quality check of the vehicle post-service to ensure all reported issues are resolved.
- Explain the final invoice in detail to the customer and handle the vehicle delivery process professionally.
- Follow up with customers after delivery to collect feedback and ensure high Customer Satisfaction Index (CSI) scores.
Requirements
- 1-3 years of experience as a Service Advisor in an authorized automobile dealership.
- Basic technical understanding of automotive systems and mechanical components.
- Hands-on experience with Dealer Management Systems (DMS) like Autoline, SAP, or OEM-specific platforms.
- Valid four-wheeler driving license for movement of customer vehicles.
- Excellent communication skills in the local language and functional English.
- Ability to work in a high-pressure environment with strict delivery deadlines.
Preferred
- Prior experience working with major OEMs such as Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.
- Knowledge of insurance claim procedures and cashless workshop workflows.
- Strong negotiation skills to handle demanding customers and conflict resolution.
Skills
Technical
Vehicle Diagnostics, DMS Operations, Cost Estimation, MS Office (Excel/Word), Spare Parts Knowledge
Soft Skills
Customer Relationship Management, Active Listening, Time Management, Problem Solving, Persuasive Selling
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic). Graduates with relevant experience are also eligible.
Experience: 1 to 3 years in automotive service operations.
Certifications: OEM Service Advisor Certification (preferred), Customer Service Excellence Training
Work Environment
Standard 6-day work week in a professional authorized dealership workshop environment. Shift timings are typically 9:00 AM to 6:30 PM.
Growth Opportunities
Potential to move into roles such as Senior Service Advisor, Floor Supervisor, Workshop Manager, or Customer Relations Manager within the dealership group.