This role acts as the primary interface between the customer and the workshop, ensuring that all vehicle service requirements are accurately captured and addressed. It focuses on delivering a superior customer experience while optimizing workshop productivity and service revenue through technical consultation.
Key Responsibilities
- Conduct thorough vehicle inspections and document customer concerns accurately in the Dealer Management System (DMS).
- Provide detailed and transparent cost estimates for labor and parts while explaining repair timelines to customers.
- Monitor the progress of vehicles in the workshop and provide proactive updates to customers regarding any additional repairs or delays.
- Upsell value-added services, genuine accessories, and extended warranties to meet monthly service revenue targets.
- Perform final quality checks on vehicles post-service to ensure all customer complaints have been resolved before delivery.
- Explain the final invoice details and service performed to the customer during the vehicle handover process.
- Manage customer grievances effectively and ensure timely resolution to maintain high Customer Satisfaction Index (CSI) scores.
- Coordinate with the spare parts department and workshop floor supervisor to ensure timely availability of components.
Requirements
- 3 to 5 years of experience as a Service Advisor in an authorized passenger car or commercial vehicle dealership.
- In-depth knowledge of Dealer Management Systems (DMS) such as Autoline, SAP, or OEM-specific software.
- Strong technical understanding of automotive mechanical and electrical systems.
- Valid four-wheeler driving license for conducting road tests.
- Fluency in the local language and functional proficiency in English.
- Proven ability to handle high-pressure environments during peak service hours.
Preferred
- Prior experience working with a major OEM (Maruti Suzuki, Hyundai, Tata Motors, or Mahindra).
- Certification in Service Advisor modules from an OEM training academy.
- Experience handling insurance claim processes and documentation.
Skills
Technical
Vehicle Diagnostics, Cost Estimation, DMS Operations, Service Scheduling, Technical Reporting
Soft Skills
Conflict Resolution, Customer Empathy, Persuasive Communication, Multitasking, Active Listening
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle).
Experience: 3-5 years of relevant experience in dealership service operations.
Certifications: OEM Service Advisor Certification, IRDA Certification (preferred for insurance handling)
Work Environment
Standard dealership workshop environment; 6 days a week; On-site attendance required.
Growth Opportunities
Opportunity to advance to Senior Service Advisor, Customer Relationship Manager (Service), or Workshop Manager roles within the dealership network.