Service Advisor

This role serves as the primary point of contact for customers visiting the workshop, ensuring a seamless vehicle servicing experience from reception to delivery. You will be responsible for diagnostic communication, repair order management, and maintaining high levels of customer satisfaction.

Key Responsibilities

• Greet customers promptly and conduct thorough vehicle walk-around inspections to document existing concerns and damages.
• Draft accurate repair orders in the Dealer Management System (DMS) while explaining service requirements and estimated costs to customers.
• Coordinate with floor technicians to monitor repair progress and provide timely updates to vehicle owners.
• Upsell value-added services, periodic maintenance packages, and genuine accessories based on vehicle history and manufacturer recommendations.
• Perform quality checks post-service to ensure all requested work has been completed to OEM standards.
• Manage the customer handover process, explaining the invoice details and service job cards clearly.
• Maintain high CSI (Customer Satisfaction Index) scores by resolving grievances effectively and following up post-delivery.

Requirements

• 1-3 years of experience in an authorized automotive service center.
• Proficiency in working with Dealer Management Systems (DMS) and MS Office.
• Strong understanding of automotive mechanical systems and periodic maintenance schedules.
• Excellent verbal and written communication skills in English and the local regional language.
• Valid two-wheeler or four-wheeler driving license.
• Ability to work in a fast-paced workshop environment on a 6-day work week schedule.

Preferred

• Experience with specific OEM service protocols and warranty claim processes.
• Prior experience in handling high-volume customer walk-ins.
• Basic knowledge of vehicle insurance claim procedures.

Skills

Technical

Vehicle Diagnostic Basics, DMS Software Operation, Repair Order Documentation, Warranty & Claim Processing, Technical Service Bulletin (TSB) Knowledge

Soft Skills

Customer Relationship Management, Conflict Resolution, Time Management, Active Listening, Negotiation Skills

Qualifications

Education: Diploma in Automobile/Mechanical Engineering or ITI in Mechanic Motor Vehicle (MMV).

Experience: 1-3 years in an automotive dealership or authorized service station.

Certifications: OEM Service Advisor Certification, Valid Driving License

Work Environment

This is an on-site role based at the dealership workshop. The candidate will work a standard 6-day week, typically from 9:00 AM to 6:00 PM, with rotating shifts as per the workshop roster.

Growth Opportunities

The company offers a clear progression path from Service Advisor to Senior Service Advisor, Service Team Leader, and eventually Workshop Manager roles based on performance and tenure.