Acts as the primary interface between the customer and the technical workshop team, ensuring that vehicle issues are accurately diagnosed and communicated. This role involves managing the entire service lifecycle from vehicle intake and estimation to final delivery while maintaining high customer satisfaction levels.
Key Responsibilities
- Greet customers and conduct detailed vehicle inspections (joint inspections) to document concerns, damages, and inventory.
- Create accurate job cards in the Dealer Management System (DMS) with precise labor and parts cost estimations.
- Explain technical repairs, maintenance schedules, and estimated costs clearly to non-technical customers to gain service approvals.
- Coordinate with the workshop floor supervisor and technicians to track vehicle progress and ensure adherence to promised delivery times.
- Promote value-added services, AMC packages, and insurance renewals to meet monthly service revenue and upselling targets.
- Conduct final quality checks before vehicle delivery and explain the invoice details and work performed to the customer.
- Handle customer grievances professionally and implement immediate corrective actions to ensure high Customer Satisfaction Index (CSI) scores.
- Maintain regular communication with customers regarding vehicle status updates and post-service follow-ups.
Requirements
- 3-5 years of proven experience as a Service Advisor in an authorized automobile dealership (4W or 2W).
- Proficiency in using Dealer Management Systems (DMS) such as Autoline, SAP, or similar OEM-specific software.
- Excellent verbal communication skills in English and the local regional language.
- Possession of a valid four-wheeler driving license and ability to perform road tests.
- Strong understanding of automotive mechanical systems and periodic maintenance schedules.
- Ability to handle high-pressure environments and multi-task across 15-20 job cards daily.
Preferred
- Prior experience working with a major OEM (Maruti Suzuki, Hyundai, Tata Motors, or Mahindra).
- Valid OEM certification for Service Advisors.
- Basic knowledge of insurance claim processing and cashless settlement procedures.
Skills
Technical
Vehicle Diagnostics, Cost Estimation, DMS Operations, Technical Writing (Job Cards), Inventory Knowledge
Soft Skills
Customer Empathy, Conflict Resolution, Persuasive Communication, Time Management, Active Listening
Qualifications
Education: Diploma or ITI in Automobile/Mechanical Engineering; Graduates from other streams with relevant experience will be considered.
Experience: 3 to 5 years in Indian Automotive Service operations.
Certifications: OEM Service Advisor Certification, IRDA certification (preferred)
Work Environment
On-site at an authorized dealership workshop; standard 6-day work week; shift timings typically 9:00 AM to 6:30 PM.
Growth Opportunities
High-performing advisors have clear pathways to Senior Service Advisor, Floor Supervisor, and eventually Workshop Manager or Service Manager roles within our pan-India network.