This role acts as the primary liaison between customers and the workshop, ensuring a seamless vehicle service experience while driving service revenue. The focus is on translating customer concerns into technical instructions for the workshop and maintaining the highest standards of customer satisfaction and transparency.
Key Responsibilities
- Greet customers upon arrival and conduct a thorough professional vehicle walk-around inspection to identify service needs.
- Generate accurate job cards in the Dealer Management System (DMS) with clear repair instructions and cost estimates.
- Educate customers on recommended repairs, value-added services (VAS), and preventive maintenance to achieve sales targets.
- Coordinate with the Workshop Manager and Technicians to monitor vehicle progress and ensure on-time delivery.
- Manage the end-to-end insurance claim process, including documentation and coordination with surveyors.
- Explain final invoices and technical repairs to customers during vehicle delivery to ensure transparency.
- Maintain a high Customer Satisfaction Index (CSI) by proactively addressing customer grievances and follow-ups.
- Ensure all OEM service protocols and safety standards are strictly followed during the service lifecycle.
Requirements
- Minimum 5-8 years of experience as a Service Advisor in an authorized OEM workshop.
- In-depth knowledge of automotive mechanical systems and diagnostic procedures.
- Proficiency in using Dealer Management Systems (DMS) like Autoline, SAP, or Siebel.
- Excellent verbal and written communication skills in English and the local language.
- A valid four-wheeler driving license is mandatory for road tests.
- Strong negotiation and conflict-resolution capabilities to handle demanding customers.
Preferred
- Prior experience working with premium or luxury automotive brands.
- Certification as a 'Master Service Advisor' from a reputed OEM.
- Proven track record of consistently exceeding Value Added Service (VAS) targets.
Skills
Technical
Cost Estimation, DMS Operations, Vehicle Diagnostics, Warranty Policy Knowledge, Insurance Claim Processing
Soft Skills
Customer Empathy, Persuasive Communication, Time Management, Critical Thinking, Active Listening
Qualifications
Education: Diploma or B.E./B.Tech in Automobile or Mechanical Engineering
Experience: 5 to 8 years in automotive service operations
Certifications: OEM Service Advisor Certification, IRDA certification for insurance handling (preferred)
Work Environment
Standard authorized service center environment with 6-day work weeks. The role requires high physical activity including frequent movement between the service desk and the workshop floor.
Growth Opportunities
High-performing advisors have a clear career path to Team Lead, Workshop Manager, and eventually Service Manager roles within our expanding national dealership network.