Service Advisor

Job Title: Service Advisor

Job Summary

The Service Advisor acts as the primary point of contact between customers and the service workshop. The role involves understanding customer vehicle concerns, preparing job cards and estimates, coordinating with technicians, providing regular updates, and ensuring excellent customer satisfaction.

Key Responsibilities

Greet customers and understand their vehicle complaints and service requirements.

Conduct preliminary vehicle inspections and record customer concerns accurately.

Prepare job cards with complete details of required repairs and services.

Explain recommended repairs, service schedules, costs, and estimated completion times.

Obtain customer approval before carrying out additional work.

Coordinate with technicians and the workshop team to ensure timely vehicle repair.

Monitor repair progress and keep customers updated.

Check that all requested work has been completed before vehicle delivery.

Explain completed work and invoice details clearly to customers.

Handle customer complaints professionally and coordinate their resolution.

Promote genuine parts, maintenance packages, accessories, and additional services where appropriate.

Maintain accurate customer and vehicle service records.

Follow manufacturer service standards, warranty procedures, and dealership policies.

Conduct post-service follow-up to ensure customer satisfaction.

Achieve service revenue, customer satisfaction, retention, and other assigned targets.

Required Qualifications

Diploma / ITI / Degree in Automobile or Mechanical Engineering preferred.

Experience in automotive service, dealership, or workshop operations is preferred.

Freshers with good automotive knowledge and communication skills may also be considered.

Required Skills

Good verbal and written communication.

Strong customer-service and interpersonal skills.

Basic knowledge of automobile systems and diagnostics.

Good coordination and problem-solving abilities.

Ability to explain technical issues in simple terms.

Computer and service-management/DMS proficiency.

Ability to work under pressure and meet targets.

Key Performance Indicators (KPIs)

Customer Satisfaction (CSI)

Service revenue and profitability

Customer retention

Labour and parts sales

Additional repair/upselling conversion

Vehicle delivery time

Complaint resolution

Workshop productivity and repeat visits