Service Advisor

This role acts as the primary interface between the customer and the workshop operations, ensuring a seamless vehicle maintenance experience. It involves diagnosing customer concerns, providing accurate cost estimations, and managing the end-to-end service delivery process to maintain high levels of client satisfaction and loyalty.

Key Responsibilities

• Greet customers upon arrival and conduct a thorough primary inspection of the vehicle using a digital or physical checklist.

• Prepare detailed job cards in the Dealer Management System (DMS) accurately capturing customer complaints and requested repairs.

• Provide transparent cost and time estimations for service and repairs, ensuring customer approval before work commencement.

• Coordinate closely with the Workshop Floor Supervisor to track vehicle progress and ensure timely delivery as promised.

• Promote and sell Extended warranties, and genuine accessories to meet individual and dealership targets.

• Perform a final quality check of the vehicle post-service and explain the final invoice details to the customer during delivery.

• Manage post-service follow-up calls (PSF) to address any lingering concerns and improve Customer Satisfaction Index (CSI) scores.

• Handle customer grievances professionally, providing effective resolutions in alignment with company and OEM policies.

Requirements

• 3 to 5 years of experience as a Service Advisor in an authorized automobile dealership (4-wheeler or 2-wheeler).

• Hands-on experience with Dealer Management Systems (DMS) like SAP, Autoline, or MS Dynamics.

• In-depth knowledge of vehicle mechanical and electrical systems to facilitate accurate diagnostics.

• Valid four-wheeler driving license and ability to perform test drives for diagnostic purposes.

• Strong command over the local language and functional proficiency in English.

• Excellent negotiation and conflict-resolution skills to handle demanding customers.

Preferred

• Prior experience working with major OEMs such as Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.

• Basic understanding of insurance claim processes and IRDA guidelines.

• Knowledge of EV (Electric Vehicle) service protocols and high-voltage safety.

Skills

Technical

Vehicle Diagnostics, Cost Estimation, Inventory Management, DMS Operations, Technical Writing (Job Cards)

Soft Skills

Active Listening, Customer Relationship Management, Time Management, Sales Persuasion, Problem Solving

Qualifications

Education: Diploma in Automobile/Mechanical Engineering. Candidates with a Graduate degree and relevant experience may also be considered.

Experience: 3-5 years in an automotive service environment.

Certifications: OEM Service Advisor Certification, Customer Service Excellence Training

Work Environment

Standard dealership workshop environment with a 6-day work week. Shift timings are typically 9:00 AM to 7:00 PM. The role involves significant time spent on the workshop floor and interacting with customers in the service lounge.

Growth Opportunities

High-performing advisors can transition into Senior Service Advisor or Team Leader roles, eventually progressing to Workshop Manager or Service Manager positions within the dealership network.