This role involves acting as the vital link between customers and the technical workshop to ensure seamless vehicle maintenance and repair operations. The focus is on providing expert technical advice, managing job cards, and driving customer satisfaction through transparent communication and efficient service delivery.
Key Responsibilities
- Interact with customers to understand vehicle issues and document complaints accurately in the Dealer Management System (DMS).
- Conduct thorough vehicle walk-around inspections and prepare detailed cost estimates for repairs and parts.
- Advise customers on necessary periodic maintenance services and promote Value Added Services (VAS) to enhance vehicle performance.
- Liaise with the workshop floor supervisor and technicians to track repair progress and ensure on-time delivery.
- Coordinate with the spare parts department to ensure availability of required components and minimize vehicle downtime.
- Perform final quality checks on serviced vehicles before handing them over to the customer.
- Explain the final invoice to customers and handle post-service feedback to ensure high Customer Satisfaction Index (CSI) scores.
Requirements
- 1-3 years of experience in an authorized automotive service center (OEM dealership).
- Sound technical knowledge of automotive mechanical and electrical systems.
- Proficiency in local language and functional English for documentation.
- Hands-on experience with Dealer Management Systems (DMS) such as SAP, Oracle, or proprietary OEM software.
- Valid two-wheeler and four-wheeler driving license.
- Ability to work in a fast-paced workshop environment.
Preferred
- Previous experience with Maruti Suzuki, Hyundai, Tata Motors, or similar major OEMs.
- Certification in customer handling or service excellence.
- Knowledge of insurance claim processes and cashless garage procedures.
Skills
Technical
Vehicle Diagnostics, Estimation & Billing, Job Card Management, Spare Parts Cataloging, MS Office
Soft Skills
Customer Relationship Management, Negotiation, Active Listening, Conflict Resolution, Time Management
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle)
Experience: 1 to 3 years in Automotive Service
Certifications: OEM Technical Training Certification, Standard Operating Procedure (SOP) Training
Work Environment
On-site at an authorized service center; 6 days a week (usually 9:30 AM to 6:30 PM); involves significant standing and movement between the service desk and the workshop floor.
Growth Opportunities
Candidates can progress to Senior Service Advisor, Service Team Leader, or Workshop Manager roles. Opportunities also exist in Service Marketing or OEM-level technical training.