Job Summary
The Service Advisor is the primary point of contact between customers and the workshop. The role involves understanding customer concerns, preparing job cards, coordinating with the workshop team, providing repair estimates, ensuring timely vehicle delivery, and delivering excellent customer service while achieving service and revenue targets.
Key Responsibilities :-
- Welcome customers and understand their vehicle service requirements.
- Conduct vehicle walk-around inspections and record customer complaints.
- Prepare accurate job cards and explain repair requirements to customers.
- Coordinate with technicians and workshop supervisors for vehicle diagnosis and repairs.
- Prepare repair estimates and obtain customer approval before commencing work.
- Monitor repair progress and provide regular updates to customers.
- Ensure timely delivery of vehicles as per committed timelines.
- Recommend additional services, maintenance packages, and genuine spare parts to customers.
- Coordinate with the Spare Parts Department to ensure parts availability.
- Verify completed repairs and conduct final quality checks before vehicle delivery.
- Explain the work carried out and invoice details to customers.
- Handle customer complaints professionally and ensure prompt resolution.
- Maintain complete service records and customer history.
- Achieve customer satisfaction (CSI) and service revenue targets.
- Follow manufacturer guidelines, dealership policies, and safety standards.
Required Qualifications
- Diploma/Degree in Automobile Engineering or Mechanical Engineering.
- ITI with relevant experience may also be considered.
- 1 to 6 years of experience as a Service Advisor in an automobile dealership or workshop.
Technical Skills
- Customer Relationship Management
- Job Card Preparation
- Vehicle Inspection
- Technical Knowledge of Automobile Systems
- Repair Estimation
- Workshop Coordination
- Spare Parts Coordination
- Warranty Process Knowledge
- Service Scheduling
- Vehicle Delivery Process
- MS Office
- Dealer Management System (DMS)
- Basic ERP Knowledge
Soft Skills
- Excellent Communication Skills
- Customer Handling
- Problem-Solving
- Negotiation Skills
- Teamwork
- Time Management
- Leadership
- Decision-Making
- Attention to Detail
- Professional Behaviour
Key Performance Indicators (KPIs)
- Customer Satisfaction Index (CSI)
- First-Time Fix Rate
- Vehicle Delivery Within Promised Time
- Labour Sales Achievement
- Spare Parts Sales
- Repeat Customer Ratio
- Job Card Accuracy
- Workshop Productivity
- Customer Complaint Resolution Time
- Revenue Generation
Preferred Experience
- Experience with BharatBenz, Tata Motors, Ashok Leyland, Eicher, Mahindra Truck & Bus, Volvo Eicher, Maruti Suzuki, Hyundai, Toyota, or other authorized automobile dealerships.
- Knowledge of commercial or passenger vehicle service operations.
- Valid driving licence (preferred).
Working Conditions
- Automobile dealership or workshop environment.
- Regular interaction with customers, technicians, and spare parts teams.
- May require extended working hours during peak service periods.
ATS Keywords
- Service Advisor
- Automobile Service
- Customer Service
- Job Card
- Vehicle Inspection
- Workshop Coordination
- Repair Estimation
- Customer Satisfaction (CSI)
- Dealer Management System (DMS)
- Spare Parts
- Warranty
- Vehicle Delivery
- Service Operations
- Commercial Vehicles
- Automobile Dealership
- Preventive Maintenance
- Technical Consultation
- Service Revenue
- Customer Complaint Resolution
Pay: ₹20,000.00 - ₹28,000.00 per month
Benefits:
Work Location: In person
