Service Advisor

This role acts as the primary interface between the customer and the workshop, ensuring a seamless vehicle service experience. It involves translating customer concerns into technical instructions for the workshop team while maintaining high levels of customer satisfaction and service revenue.

Key Responsibilities

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

• Provide detailed explanations of required repairs, maintenance schedules, and estimated costs to customers.

• Coordinate with the Workshop Manager and Technicians to ensure timely completion of vehicle servicing.

• Promote and sell Value Added Services (VAS), Extended Warranty, and Annual Maintenance Contracts (AMC).

• Monitor the progress of vehicles throughout the day and proactively update customers on delivery timelines.

• Perform post-service explanations of the invoice and work performed before vehicle handover.

• Manage insurance claim documentation and coordinate with surveyors for accidental repair cases.

• Ensure 100% adherence to OEM standard operating procedures and maintain high Customer Satisfaction Index (CSI) scores.

Requirements

• Minimum 1-3 years of experience as a Service Advisor in an authorized automobile dealership.

• Proficiency in using Dealer Management Systems (DMS) like SAP, Autoline, or Oracle.

• Excellent communication skills in the local language and functional English.

• Valid four-wheeler driving license is mandatory for vehicle intake and testing.

• Strong understanding of automotive mechanical systems and basic diagnostic procedures.

• Ability to handle high-pressure situations and resolve customer grievances effectively.

Preferred

• Prior experience with major OEMs like Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.

• Certification in IRDA for handling insurance-related queries and claims.

• Basic knowledge of Electric Vehicle (EV) components and safety protocols.

Skills

Technical

Vehicle Diagnostics Knowledge, Cost Estimation, DMS Operations, Inventory Management, Warranty Policy Knowledge

Soft Skills

Active Listening, Customer Empathy, Negotiation, Conflict Resolution, Multi-tasking

Qualifications

Education: Diploma in Automobile/Mechanical Engineering or Graduate in any stream

Experience: 1 to 3 years in automotive service department

Certifications: OEM Service Advisor Certification, Driving License (LMV)

Work Environment

Professional authorized workshop environment; 6-day work week (9:30 AM - 6:30 PM); requires significant time standing and interacting with customers on the shop floor.

Growth Opportunities

Successful candidates can progress to Senior Service Advisor, Body Shop Advisor, or Assistant Service Manager roles within the dealership network.