Acts as the primary interface between the customer and the technical team to ensure high-quality vehicle maintenance and repair services. This role bridges the gap between technical diagnostics, warranty processing, and customer service to drive workshop efficiency and brand loyalty.
Key Responsibilities
- Greet customers, conduct initial vehicle inspections, and prepare accurate job cards in the Dealer Management System (DMS).
- Translate customer concerns into technical instructions for the workshop technicians and monitor repair progress.
- Manage the end-to-end warranty claim process, ensuring all documentation complies with OEM standards to minimize claim rejections.
- Provide transparent cost estimates and timelines to customers, obtaining necessary approvals before commencing additional work.
- Perform final quality checks on vehicles post-service to ensure all reported issues have been resolved effectively.
- Explain invoices and technical repairs to customers during vehicle delivery to ensure complete transparency.
- Coordinate with the parts department to ensure the availability of required spares for scheduled and running repairs.
- Maintain high Customer Satisfaction Index (CSI) scores through proactive communication and professional grievance handling.
Requirements
- 1 to 3 years of experience in an authorized automotive workshop environment.
- Working knowledge of Dealer Management Systems (DMS) such as Autoline, SAP, or similar OEM platforms.
- Strong understanding of automotive mechanical systems and diagnostic procedures.
- Valid four-wheeler driving license for conducting test drives and vehicle movement.
- Fluency in the local language and functional proficiency in English.
- Ability to work in a fast-paced, target-driven environment with a 6-day work week.
Preferred
- Prior experience specifically with Maruti Suzuki, Hyundai, Tata Motors, or Mahindra authorized service centers.
- Basic certification in warranty management or OEM-specific service advisor training.
- Experience in upselling value-added services like ceramic coating or engine flushing.
Skills
Technical
Vehicle Diagnostics, DMS Operations, Warranty Documentation, Job Card Management, Cost Estimation
Soft Skills
Customer Relationship Management, Conflict Resolution, Time Management, Active Listening, Persuasive Communication
Qualifications
Education: Diploma or ITI in Automobile/Mechanical Engineering (Graduate degrees in other streams considered with relevant experience)
Experience: 1-3 years in Automotive Service/Workshop operations
Certifications: OEM Service Advisor Certification (Preferred), Safety Training for Workshop Operations
Work Environment
On-site workshop environment with standard 6-day work weeks, involving significant customer interaction and coordination with technical staff.
Growth Opportunities
Successful candidates can progress to Senior Service Advisor, Workshop Floor Supervisor, or Assistant Service Manager roles within the dealership group.