Job Description – Service Advisor
Position: Service Advisor
Department: Service
Industry: Automobile Dealership
Reports To: Service Manager
Job Purpose
The Service Advisor acts as the link between customers and the service workshop. The role involves understanding customer vehicle issues, preparing job cards, coordinating with technicians, and ensuring timely and quality service delivery while maintaining high customer satisfaction.
Key Responsibilities
- Receive customers and record vehicle complaints properly.
- Prepare job cards in the DMS system with accurate details of customer concerns.
- Explain the required repairs, service charges, and estimated delivery time to customers.
- Coordinate with technicians and workshop team for diagnosis and repair.
- Provide regular updates to customers regarding service progress.
- Ensure proper approval from customers for additional repairs or spare parts.
- Conduct final quality check and vehicle delivery to customers.
- Explain the work done and service bill to customers during vehicle delivery.
- Promote value-added services and accessories when applicable.
- Maintain customer records and service history in DMS.
- Ensure customer satisfaction and address complaints effectively.
- Follow company and manufacturer service standards.
Key Result Areas (KRAs)
- Customer Satisfaction (CSI Score)
- Service Revenue Generation
- Job Card Conversion Ratio
- Timely Vehicle Delivery
- Upselling of Value Added Services (VAS)
- Reduction in Repeat Repairs
Qualification
- Diploma / ITI / Degree in Automobile or Mechanical Engineering preferred.
- Minimum 1–3 years experience in automobile service operations.
Skills Required
- Good communication skills (Malayalam & English; Hindi preferred).
- Basic technical knowledge of vehicles.
- Customer handling and problem-solving skills.
- Knowledge of Dealer Management System (DMS).
- Ability to work in a fast-paced service environment.
Job Type: Full-time
Work Location: In person
