Automotive Service Advisor

Job Description

Job Purpose:To act as a liaison between the customer and the workshop, ensuring effective communication and timely delivery of quality service, resulting in enhanced customer satisfaction and retention. Key Responsibilities:Customer Reception & Interaction: Greet customers professionally and understand their vehicle service needs. Conduct preliminary vehicle inspection and note concerns accurately. Open job cards in DMS with complete customer and vehicle details. Job Estimation & Approval: Explain recommended repairs and maintenance procedures to customers. Provide accurate cost and time estimates. Obtain customer approval before initiating work. Coordination with Workshop: Communicate job card details to workshop supervisors. Track job progress and update customers on delays or changes. Ensure proper coordination with parts, bodyshop, and warranty teams if required. Quality Check & Delivery: Perform post-service quality checks in coordination with the technician. Explain work done, invoice, and future service requirements during vehicle delivery. Ensure clean and timely vehicle delivery. Customer Follow-up: Follow up post-service to check customer satisfaction. Encourage feedback and handle concerns promptly. Promote repeat business by informing about upcoming services, AMC, etc. Documentation & Reporting: Maintain accurate records of service transactions in the DMS. Ensure proper documentation for warranty, insurance claims, and service history. Achieve individual CSI and revenue targets. Key Skills & Competencies:Good communication and interpersonal skills (Hindi, English, and local language). Technical knowledge of passenger vehicles (Tata models preferred). Customer handling and negotiation skills. Proficiency in Dealer Management Systems (DMS like Autoline, etc.). Time management and multitasking ability. Eligibility & Experience:Diploma or Degree in Automobile / Mechanical Engineering preferred. 1–3 years of experience as Service Advisor in passenger car dealerships. Freshers with strong technical knowledge and communication skills can also be considered. Performance Metrics:Customer Satisfaction Index (CSI) Job Card Opening to Delivery Turnaround Time (TAT) Value per Job Card (VPC) Repeat Complaint Ratio Upselling of value-added services