Job Summary
The Service Advisor serves as the primary point of contact between customers and the workshop. The role involves understanding customer concerns, preparing repair orders, coordinating with the workshop team, ensuring timely delivery of vehicles, and providing an exceptional customer experience in line with Audi standards.
Key Responsibilities
- Welcome customers professionally and understand their service requirements.
- Conduct vehicle walk-around inspections with customers and document concerns accurately.
- Prepare Job Cards and explain the required repairs, estimated costs, and delivery timelines.
- Coordinate with Workshop Controller and Technicians to ensure timely completion of repair work.
- Keep customers updated on the progress of repairs and obtain approvals for additional work, if required.
- Ensure all warranty claims and repair procedures comply with Audi guidelines.
- Deliver vehicles to customers after explaining the work carried out and invoices.
- Address customer complaints promptly and ensure high levels of customer satisfaction.
- Achieve service revenue, labour sales, and customer satisfaction (CSI) targets.
- Promote value-added services, accessories, and service packages.
- Maintain accurate service records and customer information in the Dealer Management System (DMS).
- Ensure compliance with Audi India processes, dealership policies, and quality standards.
Qualification
- Diploma/B.E./B.Tech in Automobile or Mechanical Engineering.
- Additional certification in automotive service is preferred.
Experience
- 2–5 years of experience as a Service Advisor in the automotive industry.
- Experience with luxury automotive brands will be preferred.
Skills Required
- Excellent communication and customer handling skills.
- Strong technical understanding of automobiles.
- Good diagnostic and problem-solving abilities.
- Ability to handle customer complaints professionally.
- Knowledge of Dealer Management Systems (DMS).
- Basic computer proficiency (MS Office).
- Strong interpersonal and coordination skills.
Key Performance Indicators (KPIs)
- Customer Satisfaction Index (CSI)
- Labour Sales Achievement
- Service Revenue
- First-Time Fix Rate
- Vehicle Delivery Timeliness
- Warranty Compliance
- Customer Retention
Pay: ₹30,000.00 - ₹32,000.00 per month
Work Location: In person
