This position acts as the vital link between customers and the technical team, ensuring a seamless vehicle service experience. You will be responsible for managing customer expectations, overseeing the repair process, and maintaining high levels of satisfaction through transparent communication.
Key Responsibilities
- Greet customers promptly and conduct a thorough vehicle walk-around to document existing conditions and concerns.
- Prepare accurate repair estimates and explain technical issues clearly to customers in non-technical language.
- Coordinate with the workshop floor to monitor repair progress and ensure timely delivery of vehicles.
- Update customers regularly on the status of their vehicles and notify them of any additional repairs needed.
- Manage the end-to-end service billing process, including insurance claims and warranty documentation.
- Maintain high standards of CRM data entry to track customer service history and feedback.
- Ensure compliance with OEM service standards and safety protocols at all times.
Requirements
- Diploma or ITI in Automobile/Mechanical Engineering or equivalent relevant experience.
- Proficiency in DMS (Dealer Management System) software and basic MS Office.
- Strong understanding of automotive service processes and basic technical knowledge.
- 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, high-pressure workshop environment.
Preferred
- Prior experience as a Service Advisor in an authorized passenger vehicle or two-wheeler dealership.
- Hands-on experience with OEM-specific diagnostic tools and service portals.
- Proven track record of maintaining high Customer Satisfaction Index (CSI) scores.
Skills
Technical
Automotive Technical Troubleshooting, DMS Operations, Service Estimation and Invoicing, Warranty Claim Management, Vehicle Diagnostic Basics
Soft Skills
Customer Conflict Resolution, Time Management, Active Listening, Interpersonal Communication, Attention to Detail
Qualifications
Education: Diploma or ITI in Automobile/Mechanical Engineering
Experience: 1-3 years of experience in an automotive service center
Certifications: OEM-specific Service Advisor Certification, Driving License (LMV)
Work Environment
On-site at an authorized dealership workshop, 6 days a week, with rotational shifts as per business requirements.
Growth Opportunities
We offer structured career progression paths leading to roles such as Floor Manager, Service Manager, or Customer Experience Head, supported by regular OEM training programs.
