This role acts as the primary interface between the customer and the workshop floor, ensuring clear communication regarding vehicle maintenance and repairs. It focuses on delivering a superior customer experience through accurate diagnostics, transparent cost estimation, and timely delivery of serviced vehicles.
Key Responsibilities
- Greeting customers upon arrival and conducting a thorough joint inspection of the vehicle using a digital or physical checklist.
- Drafting detailed job cards in the Dealer Management System (DMS) by accurately capturing customer complaints and vehicle symptoms.
- Providing customers with precise cost estimates and expected delivery timelines while obtaining necessary approvals for additional work.
- Upselling value-added services, genuine accessories, and extended warranty packages to meet monthly revenue targets.
- Liaising between the customer and the workshop technicians to ensure all reported issues are addressed effectively.
- Monitoring the progress of vehicles on the shop floor and proactively informing customers of any delays or technical findings.
- Conducting post-service explanations of the invoice and work performed during the final vehicle delivery process.
- Managing customer grievances professionally and ensuring high Customer Satisfaction Index (CSI) scores.
Requirements
- 3-5 years of experience as a Service Advisor in an authorized OEM automobile dealership.
- Proven track record of handling high-volume service floor operations.
- In-depth knowledge of automotive mechanical and electrical systems to explain repairs to customers.
- Fluency in the local regional language and working knowledge of English.
- Possession of a valid four-wheeler driving license.
- Proficiency in operating Dealer Management Systems (DMS) like Autoline, SAP, or specific OEM software.
Preferred
- Experience working with leading passenger vehicle OEMs (e.g., Maruti Suzuki, Hyundai, Tata Motors, or Mahindra).
- Knowledge of insurance claim procedures and cashless settlement processes.
- Previous certification in OEM-led Service Advisor training programs.
Skills
Technical
Vehicle Diagnostics, Cost Estimation, DMS Proficiency, Inventory Management Knowledge, MS Office (Excel/Word)
Soft Skills
Customer Relationship Management, Conflict Resolution, Persuasive Communication, Active Listening, Time Management
Qualifications
Education: Diploma or B.E./B.Tech in Automobile or Mechanical Engineering; ITI candidates with significant experience may be considered.
Experience: 3 to 5 years in a service-oriented role within the automotive industry.
Certifications: OEM Service Advisor Certification, Soft Skills/Customer Handling Certification (Preferred)
Work Environment
The role is based on-site at an authorized service center. Standard working hours are 6 days a week, typically from 9:00 AM to 6:30 PM, requiring high physical activity and frequent customer interaction.
Growth Opportunities
Successful candidates can progress to Senior Service Advisor, Floor Supervisor, Body Shop Manager, or Workshop Manager roles within the dealership network.
