Service advisor

Acts as the primary interface between the customer and the workshop, ensuring a seamless vehicle service experience from reception to delivery. Responsible for diagnosing customer concerns, providing accurate cost estimates, and maintaining high satisfaction levels through transparent communication.

Key Responsibilities

• Greet customers upon arrival and conduct a thorough joint physical inspection of the vehicle using a walk-around checklist.

• Prepare detailed job cards in the Dealer Management System (DMS) accurately capturing all customer complaints and requested repairs.

• Explain the scope of work, estimated costs, and expected delivery time to customers while ensuring transparency.

• Liaise between the customer and the workshop floor supervisor to track vehicle progress and communicate any additional repair requirements discovered during service.

• Promote and upsell value-added services such as wheel alignment, interior cleaning, and anti-rust treatments to meet monthly revenue targets.

• Review the final invoice with the customer, explaining all parts replaced and labor charges applied before vehicle handover.

• Conduct Post-Service Follow-up (PSF) calls to ensure customer satisfaction and address any immediate concerns or grievances.

Requirements

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

• Hands-on experience operating Dealer Management Systems (DMS) like SAP, Autoline, or OEM-specific software.

• Strong basic knowledge of automobile mechanical and electrical systems.

• Possession of a valid four-wheeler driving license to assist with vehicle movements if required.

• Fluency in the local language and a working knowledge of English for documentation.

• Ability to handle high-pressure situations and difficult customers effectively.

Preferred

• Experience working with major OEMs (Maruti Suzuki, Hyundai, Tata Motors, Mahindra, etc.).

• Basic understanding of motor insurance claim processes and cashless facility workflows.

• Certification in customer handling or technical service from a recognized institute.

Skills

Technical

Vehicle Diagnostics, Cost Estimation, DMS Proficiency, Inventory Management Knowledge, Microsoft Office

Soft Skills

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

Qualifications

Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic). Graduates with relevant experience will also be considered.

Experience: 1-3 years in an automotive service environment.

Certifications: OEM Service Advisor Certification (Optional but preferred)

Work Environment

On-site at an authorized dealership workshop. Standard 6-day work week with shift timings typically between 9:00 AM and 6:30 PM.