This role serves as the primary point of contact between the customer and the workshop, ensuring a seamless vehicle service experience from reception to delivery. It focuses on identifying customer needs, providing technical explanations for repairs, and driving customer loyalty through exceptional service delivery and transparency.
Key Responsibilities
- Conduct thorough vehicle walk-around inspections and document customer complaints accurately on the job card.
- Prepare detailed cost estimates and time frames for repairs, obtaining necessary approvals before work commences.
- Liaise with the workshop floor supervisor and technicians to track vehicle progress and ensure quality standards are met.
- Communicate technical issues and maintenance requirements to customers in a clear, non-technical manner.
- Upsell value-added services, extended warranties, and annual maintenance contracts to meet monthly revenue targets.
- Monitor the vehicle through various stages of service and provide proactive status updates to customers.
- Perform a final quality check before delivery and explain the invoice details and work performed to the customer.
- Maintain high Customer Satisfaction Index (CSI) scores by resolving grievances promptly and professionally.
Requirements
- Minimum 1-3 years of experience as a Service Advisor in an authorized automotive dealership.
- Strong understanding of automotive mechanical systems and general maintenance procedures.
- Proficiency in operating Dealer Management Systems (DMS) such as Autoline, SAP, or internal OEM software.
- Excellent verbal communication skills in the local language and functional English.
- Valid four-wheeler driving license is mandatory for vehicle movement and testing.
- Demonstrated ability to handle high-pressure situations and demanding customers.
Preferred
- Prior experience with major OEMs like Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.
- Certified Service Advisor training from a recognized automotive brand.
- Proven track record of achieving high upsell and VAS conversion rates.
Skills
Technical
Job Card Management, Cost Estimation, Technical Diagnosis, Inventory Knowledge, DMS Operations
Soft Skills
Conflict Resolution, Active Listening, Persuasive Communication, Time Management, Customer Empathy
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle)
Experience: 1 to 3 years in Automotive Service
Certifications: OEM Technical Certification, Customer Service Excellence Workshop
Work Environment
On-site at a state-of-the-art authorized workshop with a 6-day work week and a collaborative team culture focused on technical excellence.
Growth Opportunities
Structured career progression to Senior Service Advisor, Floor Supervisor, or Service Manager roles, complemented by regular OEM-led technical and soft-skill training programs.
