Acts as the primary point of contact for customers visiting the workshop, ensuring their vehicle concerns are accurately captured and translated into technical work orders. This role focuses on maintaining high customer satisfaction scores while managing service throughput and workshop communication effectively.
Key Responsibilities
- Greet customers upon arrival and conduct a thorough joint inspection of the vehicle to identify repair needs and bodywork requirements.
- Prepare accurate job cards in the Dealer Management System (DMS) detailing customer complaints, estimated costs, and promised delivery times.
- Act as a liaison between the customer and the workshop technicians to ensure all technical issues are addressed according to OEM standards.
- Provide regular progress updates to customers via phone or messaging apps regarding their vehicle status and any additional repairs found during inspection.
- Explain the final invoice to customers, including parts replaced and labor charges, ensuring complete transparency before vehicle delivery.
- Promote value-added services such as AMC packages, engine coating, and extended warranties to meet monthly service revenue targets.
- Ensure the achievement of high Customer Satisfaction Index (CSI) scores by resolving grievances promptly and maintaining a professional demeanor.
- Coordinate with the insurance desk for accidental repair claims and ensure all documentation is completed for cashless or reimbursement processes.
Requirements
- 1 to 3 years of experience as a Service Advisor in an authorized automobile dealership.
- In-depth knowledge of vehicle mechanical systems and common maintenance requirements.
- Proficiency in using Dealer Management Systems (DMS) like Autoline, SAP, or proprietary OEM software.
- Possession of a valid four-wheeler driving license is mandatory for road tests.
- Fluency in the local language and functional English for documentation and communication.
- Ability to work in a fast-paced environment with a 6-day work week schedule.
Preferred
- Prior experience working with Maruti Suzuki, Hyundai, Tata Motors, or Mahindra authorized workshops.
- Basic understanding of insurance claim procedures and IRDA guidelines.
- Certification in customer service or technical diagnostic modules from an OEM.
Skills
Technical
DMS Operations, Technical Estimation, Vehicle Diagnostics Knowledge, MS Office, Inventory Management
Soft Skills
Customer Relationship Management, Conflict Resolution, Persuasive Communication, Time Management, Active Listening
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle). Graduates with relevant experience may also apply.
Experience: 1-3 years in an Indian Automotive Service environment.
Certifications: OEM Service Advisor Certification (preferred), Soft Skills Training Certification
Work Environment
The role is primarily on-site at the dealership service center, involving a mix of front-office customer interaction and floor-level coordination with technicians. Standard working hours are 9:30 AM to 6:30 PM, 6 days a week.
Growth Opportunities
Successful candidates can progress to Senior Service Advisor, Floor Supervisor, or Service Manager roles within the dealership group network.