Acts as the primary interface between the customer and the workshop, ensuring a seamless vehicle service experience through clear communication and expert coordination. This role focuses on translating customer concerns into technical instructions for the service team while maintaining high transparency regarding costs and timelines.
Key Responsibilities
- Conducting detailed vehicle walk-around inspections (Joint Physical Inspection) in the presence of the customer.
- Creating accurate and detailed job cards within the Dealer Management System (DMS) based on customer requirements.
- Providing customers with precise cost estimates and turnaround times for repairs and periodic maintenance.
- Coordinating with the Workshop Manager and technicians to track vehicle progress and ensure quality control.
- Explaining the final invoice, work performed, and replaced parts to the customer during vehicle delivery.
- Promoting value-added services (VAS), extended warranties, and annual maintenance contracts (AMC) to meet revenue targets.
- Managing the post-service follow-up (PSF) process to resolve customer grievances and improve satisfaction scores.
- Assisting customers with the insurance claim process and coordinating with surveyors for accidental repairs.
Requirements
- 1-3 years of experience as a Service Advisor in an authorized automobile dealership.
- In-depth knowledge of automotive mechanical and electrical systems to explain repairs to laypeople.
- Proficiency in local language and functional English for effective communication.
- Must possess a valid four-wheeler driving license for vehicle testing and movement.
- Ability to handle high-pressure situations and difficult customers with a calm demeanor.
- Familiarity with standard workshop safety protocols and OEM service standards.
Preferred
- Hands-on experience with OEM-specific DMS software like SAP, MS Dynamics, or Oracle-based systems.
- Prior experience working with Maruti Suzuki, Hyundai, Tata Motors, or Mahindra authorized workshops.
- Knowledge of IRDA guidelines for motor insurance claims.
Skills
Technical
Vehicle Diagnostics, Cost Estimation, DMS Operation, Inventory Management Knowledge, Microsoft Office
Soft Skills
Active Listening, Conflict Resolution, Persuasive Communication, Multi-tasking, Customer Empathy
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or Graduate in any stream
Experience: 1 to 3 years in automotive service operations
Certifications: OEM Service Advisor Certification, IRDA Certification (optional but preferred)
Work Environment
On-site at an authorized workshop; 6 days a week; standard shift timings (9:00 AM - 6:00 PM).
Growth Opportunities
Potential to advance to Senior Service Advisor, Floor Supervisor, or Workshop Manager within the dealership network or transition into OEM technical training roles.