Service Advisor

Act as the primary interface between the customer and the workshop to ensure a seamless vehicle maintenance and repair experience. This role focuses on understanding customer concerns, providing technical explanations, and maintaining high service quality standards within the dealership ecosystem.

Key Responsibilities

• Conduct joint inspections with customers to identify vehicle issues and document them accurately on job cards.
• Prepare detailed cost estimates and timelines for repairs, ensuring transparency and obtaining customer approvals.
• Utilize the Dealer Management System (DMS) to track vehicle progress and update customer records.
• Coordinate with the workshop floor supervisor and technicians to ensure timely completion of service tasks.
• Explain technical repairs and value-added services like engine coating or ceramic detailing to customers for upselling.
• Manage insurance claim documentation and coordinate with surveyors for accidental repair vehicles.
• Conduct post-service follow-up calls to ensure customer satisfaction and resolve any pending grievances.
• Ensure compliance with OEM (Original Equipment Manufacturer) service standards and protocols.

Requirements

• Prior experience as a Service Advisor in an authorized automotive dealership.
• In-depth knowledge of vehicle mechanical and electrical components.
• Proficiency in operating Dealer Management Systems (DMS) and Microsoft Office.
• Excellent communication skills in English and the local regional language.
• Valid four-wheeler driving license for conducting test drives.
• Strong negotiation and conflict resolution abilities.

Preferred

• Certification from a major OEM (e.g., Maruti Suzuki, Hyundai, Tata Motors).
• Knowledge of insurance claim processes and IRDA guidelines.
• Experience in handling high-volume service workshops during peak hours.

Skills

Technical

Diagnostic Troubleshooting, Job Card Management, Cost Estimation, DMS Literacy, Inventory Coordination

Soft Skills

Customer Relationship Management, Active Listening, Patience, Persuasive Communication, Time Management

Qualifications

Education: Diploma or B.E./B.Tech in Automobile or Mechanical Engineering; ITI candidates with significant experience may apply.

Experience: 2 to 5 years of experience in the automotive service department.

Certifications: OEM Service Advisor Certification, Soft Skills Training Certification

Work Environment

This is a full-time, on-site role based at the dealership workshop. Standard working hours are 6 days a week, typically 9:30 AM to 6:30 PM, involving significant customer interaction on the shop floor.

Growth Opportunities

High-performing advisors can progress to Senior Service Advisor, Floor Supervisor, or Workshop Manager roles. Opportunities also exist to transition into OEM-level technical training or regional service management.