Acts as the primary interface between the customer and the technical workshop, translating vehicle issues into actionable service orders. This role focuses on delivering exceptional customer experiences while managing service timelines and ensuring the highest standards of vehicle maintenance through clear communication and technical expertise.
Key Responsibilities
- Greet customers upon arrival and conduct a thorough initial vehicle inspection using the standardized walk-around method.
- Prepare accurate job cards in the Dealer Management System (DMS) detailing customer complaints, required repairs, and estimated costs.
- Provide transparent cost estimates and delivery timelines, ensuring formal customer approval before work commences.
- Promote value-added services, Annual Maintenance Contracts (AMC), and genuine accessories to meet monthly upselling targets.
- Coordinate with the Workshop Manager and Technicians to monitor vehicle progress and ensure on-time delivery.
- Conduct final inspections post-service and explain the performed work and invoice details to the customer during vehicle delivery.
- Proactively follow up with customers for post-service feedback and schedule future maintenance appointments to ensure retention.
- Manage insurance claim documentation and coordinate with surveyors for accident-related repairs.
Requirements
- 1 to 3 years of experience as a Service Advisor in an authorized automotive dealership.
- Hands-on experience with Dealer Management Systems (DMS) such as Autoline, SAP, or similar platforms.
- Strong technical understanding of automotive mechanical and electrical components.
- Valid four-wheeler driving license for conducting vehicle road tests.
- Excellent verbal communication skills in the local language and English.
- Ability to work in a fast-paced, target-driven environment.
Preferred
- Experience working with major Indian OEMs (e.g., Maruti Suzuki, Hyundai, Tata Motors, or Mahindra).
- Prior certification in Customer Relationship Management or Service Excellence.
- Familiarity with IRDA guidelines for automotive insurance claims.
Skills
Technical
Vehicle Diagnostics, Cost Estimation, DMS Operations, Inventory Management, Warranty Processing
Soft Skills
Conflict Resolution, Active Listening, Negotiation, Time Management, Customer Empathy
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle).
Experience: 1-3 years in automotive service operations.
Certifications: OEM Service Advisor Certification (preferred), Driving License (Mandatory)
Work Environment
On-site at an authorized service center; 6 days a week; standard shift timings (9 AM - 6 PM or 10 AM - 7 PM).
Growth Opportunities
Structured career path leading to Floor Supervisor, Workshop Manager, or Service Manager roles within the dealership network.