Act as the primary interface between the customer and the workshop, ensuring a seamless vehicle service experience. This role focuses on understanding customer concerns, translating them into technical instructions for the workshop, and maintaining high customer satisfaction levels throughout the service lifecycle.
Key Responsibilities
- Receive customers at the service center and conduct a thorough vehicle walk-around and joint inspection.
- Prepare detailed job cards in the Dealer Management System (DMS) based on customer complaints and initial vehicle diagnosis.
- Explain service estimates, required repairs, and estimated delivery timelines clearly to the customer to ensure transparency.
- Identify and upsell value-added services (VAS) such as ceramic coating, interior enrichment, and extended warranties.
- Coordinate closely with the workshop floor supervisor to track vehicle progress and ensure timely completion of work.
- Communicate any additional repairs discovered during the service process and obtain necessary approvals before proceeding.
- Conduct a final inspection of the vehicle before delivery and explain the final invoice details to the customer.
- Follow up with customers post-service to collect feedback and address any pending grievances to ensure high retention.
Requirements
- 1 to 3 years of experience as a Service Advisor in an authorized automotive dealership.
- In-depth technical knowledge of vehicle mechanical and electrical components.
- Proficiency in using Dealer Management Systems (DMS) such as Autoline, SAP, or similar platforms.
- Excellent communication skills in the local language and working knowledge of English.
- Valid four-wheeler or two-wheeler driving license depending on the segment.
- Strong negotiation and conflict resolution skills to handle customer complaints effectively.
Preferred
- Prior experience working with major OEMs like Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.
- Familiarity with digital service tools and mobile-based service apps.
- Ability to drive both manual and automatic transmission vehicles.
Skills
Technical
Job Card Documentation, Vehicle Diagnostic Basics, DMS Operations, Cost Estimation, VAS Sales Techniques
Soft Skills
Customer Empathy, Active Listening, Time Management, Persuasion, Problem-Solving
Qualifications
Education: Diploma in Mechanical/Automobile Engineering or ITI (Motor Mechanic Vehicle)
Experience: 1-3 years in an automotive service environment
Certifications: OEM Service Advisor Certification, IRDA Certification (preferred for insurance claims)
Work Environment
Professional on-site workshop environment with a standard 6-day work week. Role involves significant customer interaction and coordination between the front office and the technical bay.
Growth Opportunities
Candidates can progress to Senior Service Advisor, Floor Supervisor, or Workshop Manager roles within our expanding dealership network.