Act as the primary point of contact between the customer and the technical workshop to ensure high-quality vehicle maintenance and repair services. This role focuses on understanding customer concerns, translating them into technical requirements for the workshop team, and maintaining high levels of customer satisfaction throughout the service lifecycle.
Key Responsibilities
- Greet customers upon arrival and conduct a thorough initial vehicle inspection using a walk-around check sheet.
- Prepare accurate job cards and provide detailed cost estimates for labor and spare parts to the customer.
- Coordinate with the workshop floor supervisor to ensure timely completion of vehicle repairs and maintenance.
- Promote and upsell value-added services such as engine coating, interior cleaning, and extended warranties to meet revenue targets.
- Maintain constant communication with customers regarding vehicle status updates, additional repairs needed, and delivery timelines.
- Explain the final invoice and the work performed on the vehicle clearly to the customer during the delivery process.
- Handle customer queries and complaints professionally, ensuring a high Customer Satisfaction Index (CSI) score.
- Ensure all documentation is updated correctly in the Dealer Management System (DMS) for insurance and warranty claims.
Requirements
- Diploma or ITI in Automobile or Mechanical Engineering.
- Valid two-wheeler or four-wheeler driving license is mandatory.
- Basic understanding of automotive systems, components, and general maintenance procedures.
- Fluency in the local language and a working knowledge of English for documentation purposes.
- Willingness to work in a fast-paced workshop environment with a 6-day work week.
- Basic computer literacy for data entry and report generation.
Preferred
- Prior internship or vocational training at an authorized OEM dealership.
- Familiarity with Dealer Management Systems (DMS) like Autoline or SAP.
- Basic knowledge of motor insurance claim processes and cashless facility workflows.
Skills
Technical
Vehicle Diagnostics Basics, Job Card Documentation, Cost Estimation, MS Office Suite, Inventory Awareness
Soft Skills
Active Listening, Customer Relationship Management, Persuasive Communication, Time Management, Conflict Resolution
Qualifications
Education: ITI / Diploma in Automobile or Mechanical Engineering
Experience: 0-1 years of experience in the automotive service industry (Freshers are welcome)
Certifications: OEM Technical Training (Preferred), Driving License
Work Environment
Standard authorized dealership workshop floor; 6 days a week; 9:00 AM to 6:00 PM; involves significant standing and customer interaction.
Growth Opportunities
Opportunity to progress to Senior Service Advisor, Body Shop Advisor, or Service Manager roles within the dealership network based on performance and OEM certifications.