SERVICE ADVISOR

This role acts as the primary point of contact between the automotive workshop and the customer, ensuring a seamless vehicle maintenance and repair experience. It involves diagnosing customer concerns, providing accurate cost estimates, and coordinating with the technical team to ensure timely vehicle delivery while maintaining high service standards.

Key Responsibilities

• Conducting thorough vehicle inspections and joint road tests with customers to identify repair needs.
• Preparing detailed job cards and explaining necessary service or repair work to customers in a clear manner.
• Providing accurate cost estimates and timelines for repairs, including labor and spare parts.
• Liaising between the workshop technicians and customers to obtain approvals for additional work discovered during service.
• Promoting and upselling value-added services such as wheel alignment, ceramic coating, and engine protection packages.
• Monitoring the progress of vehicles in the workshop to ensure on-time delivery as per the promised schedule.
• Explaining the final invoice and work performed to the customer during the vehicle delivery process.
• Handling customer grievances professionally and ensuring high Customer Satisfaction Index (CSI) scores.

Requirements

• Diploma or ITI in Automobile or Mechanical Engineering.
• 1 to 3 years of experience as a Service Advisor in an authorized OEM dealership.
• In-depth knowledge of automotive mechanical and electrical systems.
• Proficiency in local language and functional English for documentation.
• Valid four-wheeler driving license for conducting test drives.
• Familiarity with Dealer Management Systems (DMS) like SAP, Autoline, or Oracle.

Preferred

• OEM certification from major brands such as Maruti Suzuki, Hyundai, Tata, or Mahindra.
• Experience in handling insurance claims and cashless settlement processes.
• Strong understanding of inventory management for spare parts.

Skills

Technical

Vehicle Diagnostics, Cost Estimation, DMS Operations, Spare Parts Identification, Technical Reporting

Soft Skills

Customer Relationship Management, Conflict Resolution, Active Listening, Persuasive Communication, Time Management

Qualifications

Education: Diploma/ITI in Automobile or Mechanical Engineering; B.E. graduates may also apply.

Experience: 1-3 years in an automotive service environment.

Certifications: OEM Service Advisor Certification, Basic Insurance Knowledge (IRDA preferred)

Work Environment

This is an on-site role based at the dealership workshop. Standard working hours are 6 days a week, typically from 9:00 AM to 6:30 PM, involving significant time spent on the workshop floor and interacting with customers.

Growth Opportunities

Successful candidates can progress to roles such as Floor Supervisor, Workshop Manager, or Service Manager within the dealership network or OEM regional offices.