This role acts as the primary point of contact for customers, ensuring their vehicle maintenance needs are accurately translated into technical work orders. It involves managing the entire service lifecycle from vehicle intake to delivery while maintaining high standards of customer satisfaction and operational efficiency within a busy workshop environment.
Key Responsibilities
- Conduct thorough vehicle walk-around inspections and document existing conditions accurately before service using digital checklists.
- Create detailed Job Cards in the Dealer Management System (DMS) outlining customer complaints, diagnostic requirements, and estimated repair times.
- Provide accurate cost estimates for parts and labor to customers, securing necessary approvals before commencing additional work.
- Liaise with the workshop floor supervisors and technicians to monitor repair progress and ensure timely delivery of vehicles.
- Educate customers on recommended preventive maintenance, value-added services (VAS), and the benefits of Annual Maintenance Contracts (AMC).
- Explain final invoices and technical repairs performed to customers in simple, non-technical language during vehicle delivery.
- Handle customer grievances professionally and resolve service-related issues to maintain high Customer Satisfaction Index (CSI) scores.
- Ensure all OEM service protocols and safety standards are strictly followed during the service process.
Requirements
- Minimum 3 years of experience as a Service Advisor in a reputed automobile dealership.
- In-depth knowledge of mechanical systems, engine components, and automotive electronics.
- Proficiency in using Dealer Management Systems (DMS) like SAP, Autoline, or similar software.
- Strong command over the local language and functional English for documentation.
- Valid four-wheeler driving license and ability to perform test drives.
- Proven track record of meeting service targets and customer satisfaction goals.
Preferred
- Experience working with authorized OEM workshops (Maruti Suzuki, Hyundai, Tata Motors, or similar).
- Certification in Customer Relationship Management or Service Excellence.
- Prior experience in upselling lubricants, coatings, and insurance renewals.
Skills
Technical
Vehicle Diagnostics, DMS Operations, Cost Estimation, Spare Parts Knowledge, Inventory Management
Soft Skills
Customer Relationship Management, Conflict Resolution, Persuasive Communication, Time Management, Active Listening
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle). B.E./B.Tech graduates may also apply.
Experience: 3 to 5 years in an automotive service role.
Certifications: OEM Technical Certification, Valid 4-Wheeler License
Work Environment
On-site workshop environment with 6-day work weeks. Standard shift timings apply (typically 9:30 AM to 6:30 PM). Requires high physical activity including standing and walking throughout the dealership floor.
Growth Opportunities
Successful candidates can progress to Senior Service Advisor, Floor Supervisor, or Workshop Manager roles within our expanding dealership network.
