This role acts as the primary interface between the vehicle owner and the technical team to ensure a seamless service experience. It focuses on identifying customer concerns accurately while maintaining high standards of transparency and service quality throughout the repair process.
Key Responsibilities
- Greet customers and perform a detailed joint inspection of the vehicle to identify repair needs and bodywork requirements.
- Create accurate job cards in the Dealer Management System (DMS) detailing customer complaints, estimated costs, and promised delivery times.
- Act as a consultant to explain necessary repairs and promote value-added services (VAS), AMC packages, and extended warranties.
- Coordinate with the workshop floor supervisor to track vehicle progress and ensure quality control standards are met.
- Provide proactive updates to customers regarding work status and any additional repairs discovered during the service process.
- Conduct a thorough explanation of the final invoice and work performed during the vehicle delivery process.
- Handle customer grievances professionally and ensure high Post-Service Feedback (PSF) and Customer Satisfaction (CSAT) scores.
- Maintain 5S standards in the receiving area and ensure all documentation complies with OEM audit requirements.
Requirements
- Minimum 1-3 years of experience as a Service Advisor in an authorized automotive dealership.
- Proficiency in using Dealer Management Systems (DMS) such as Autoline, SAP, or proprietary OEM software.
- Valid four-wheeler driving license and ability to perform test drives.
- Strong command over the local language and functional English for documentation.
- In-depth knowledge of vehicle mechanical systems and common maintenance requirements.
- Ability to work in a high-pressure environment with strict monthly targets.
Preferred
- Prior experience with major passenger vehicle OEMs (e.g., Maruti Suzuki, Hyundai, Tata Motors).
- OEM-certified Service Advisor training or certification.
- Experience in handling insurance claims and accidental repair estimates.
Skills
Technical
Vehicle Diagnostics, Cost Estimation, DMS Operations, Technical Troubleshooting, Warranty Processing
Soft Skills
Customer Relationship Management, Conflict Resolution, Persuasive Communication, Time Management, Active Listening
Qualifications
Education: Diploma or ITI in Automobile/Mechanical Engineering; Graduates with relevant technical experience may also apply.
Experience: 1-3 years in an automotive service environment.
Certifications: Valid Indian Driving License (LVM), OEM Technical Certification (Optional)
Work Environment
On-site at an authorized dealership workshop; 6-day work week (usually 9:00 AM to 6:30 PM) with rotational offs.
Growth Opportunities
Structured career path leading to Senior Service Advisor, Floor Supervisor, Workshop Manager, and eventually Service Manager roles within the dealer network.