Service advisor

This role acts as the primary interface between the customer and the workshop, ensuring a seamless vehicle maintenance experience. It involves diagnosing customer concerns, providing cost estimates, and coordinating with the technical team to ensure timely delivery of serviced vehicles while maintaining high satisfaction standards.

Key Responsibilities

• Conduct thorough vehicle inspections and document customer concerns on the Job Card accurately.

• Provide detailed explanations of required repairs and offer transparent cost and time estimates to customers.

• Upsell value-added services, genuine spare parts, and extended warranties to meet monthly targets.

• Liaise with the workshop floor and spare parts department to monitor vehicle progress and ensure on-time delivery.

• Update customer data and service history accurately within the Dealer Management System (DMS).

• Perform post-service follow-ups (PSF) to collect feedback and address any pending customer grievances.

• Maintain high standards of customer service to drive Customer Satisfaction Index (CSI) scores.

Requirements

• Proven experience working in an authorized OEM dealership workshop.

• Proficiency in the local language and functional English communication.

• Possession of a valid four-wheeler driving license.

• Hands-on experience with Dealer Management Systems (DMS) like SAP or Oracle.

• Sound knowledge of automotive mechanical systems and diagnostic procedures.

• Ability to handle high-pressure situations and difficult customer interactions.

Preferred

• Experience with premium or luxury automotive brands.

• Familiarity with digital service tools and mobile-based job card applications.

• Basic knowledge of insurance claim processes and cashless settlement procedures.

Skills

Technical

Vehicle Diagnostics, DMS Operations, Cost Estimation, Inventory Management Knowledge, Technical Report Writing

Soft Skills

Conflict Resolution, Persuasive Communication, Active Listening, Time Management, Customer Empathy

Qualifications

Education: Diploma in Automobile or Mechanical Engineering, or ITI Motor Mechanic Vehicle (MMV).

Experience: 1 to 3 years of experience in automotive service operations.

Certifications: OEM Service Advisor Certification, IRDA License (optional but preferred)

Work Environment

This is an on-site role based at an authorized service center, typically operating 6 days a week from 9:00 AM to 6:00 PM, involving significant time on the workshop floor and in customer lounges.

Growth Opportunities

Successful candidates can transition into Senior Service Advisor roles, Workshop Floor Supervisors, or eventually Service Manager positions within the dealership network.