This role serves as the primary point of contact between the vehicle owner and the workshop, ensuring a seamless service experience from vehicle intake to delivery. The focus is on translating technical requirements into customer-friendly explanations while maximizing service revenue through value-added recommendations.
Key Responsibilities
- Greet customers and conduct a thorough joint inspection of the vehicle using standardized checklists.
- Open accurate Job Cards in the Dealer Management System (DMS) detailing customer complaints, estimated costs, and delivery timelines.
- Act as a consultant to provide technical explanations for required repairs and obtain customer approvals for additional work identified by technicians.
- Monitor the progress of vehicles on the workshop floor and coordinate with the Parts Department for timely availability of components.
- Promote and sell value-added services such as Annual Maintenance Contracts (AMC), extended warranties, and specialized cleaning treatments.
- Conduct a detailed post-service walkthrough with the customer to explain the invoice and ensure all concerns were addressed.
- Perform Post Service Feedback (PSF) follow-ups to ensure high customer satisfaction and address any grievances immediately.
- Manage insurance claim documentation and coordinate with surveyors for accidental repair approvals.
Requirements
- 1-3 years of experience as a Service Advisor in an authorized automotive dealership.
- Hands-on experience with Dealer Management Systems (DMS) like Autoline, SAP, or similar OEM software.
- Valid four-wheeler driving license and ability to perform diagnostic test drives.
- Fluency in the local language and functional proficiency in English.
- Strong understanding of vehicle mechanical systems and routine maintenance schedules.
- Ability to handle high-pressure situations and demanding customer expectations.
Preferred
- Prior experience with a leading OEM brand (Maruti, Hyundai, Tata, or similar).
- Certification in Customer Relationship Management or Automotive Service Excellence.
- Basic knowledge of insurance claim processes and cashless settlement procedures.
Skills
Technical
DMS Proficiency, Vehicle Diagnostics, Cost Estimation, Inventory Management, Technical Reporting
Soft Skills
Active Listening, Conflict Resolution, Persuasive Communication, Time Management, Empathy
Qualifications
Education: Diploma or B.E. in Automobile/Mechanical Engineering; Graduates with relevant technical experience may also apply.
Experience: 1 to 3 years in an automotive service environment.
Certifications: OEM Service Advisor Certification (preferred), Driving License (Mandatory)
Work Environment
On-site at an authorized workshop; 6 days a week (9:00 AM - 6:30 PM); involves significant movement between the customer lounge and the workshop floor.
Growth Opportunities
High-performing advisors can transition into Senior Service Advisor, Floor Supervisor, or Service Manager roles within the dealership network or move into OEM-level technical training roles.