Automotive Service Advisor

SERVICE ADVISOR – JOB ROLEPosition: Service Advisor

Department: Service / After-Sales

Reporting To: Service Manager / AGM – Service

• Key ResponsibilitiesCustomer HandlingGreet customers professionally and understand their vehicle/service requirements.
• Explain the service process, estimated cost and expected delivery time.
• Maintain excellent customer relationships and ensure customer satisfaction.
• Job Card ManagementPrepare accurate job cards based on customer complaints and vehicle condition.
• Record all customer concerns, additional requirements and repair instructions.
• Ensure proper documentation and timely updating of job cards.
• Vehicle InspectionConduct preliminary vehicle inspection with the customer.
• Identify service requirements, damages and additional repair needs.
• Explain technical issues and recommended repairs to the customer in simple terms.
• Coordination with WorkshopCoordinate with Technicians, Floor Supervisors and Service Managers for timely completion of jobs.
• Monitor vehicle progress from job opening to final inspection.
• Ensure jobs are completed according to manufacturer/service standards.
• Estimate & ApprovalPrepare service/repair estimates and obtain customer approval before carrying out additional work.
• Communicate any changes in estimated cost or delivery time immediately.
• Quality & DeliveryEnsure proper quality inspection before vehicle delivery.
• Conduct final vehicle inspection and verify that all customer complaints have been attended to.
• Explain completed work, replaced parts, service charges and future maintenance requirements during delivery.
• Customer Follow-upFollow up with customers after service to obtain feedback.
• Handle complaints professionally and coordinate with management for resolution.
• Work towards achieving CSI/Customer Satisfaction targets.
• Sales & RevenueIdentify additional service, repair and maintenance opportunities.
• Promote genuine spare parts, accessories, extended warranty, AMC and other applicable after-sales products.
• Achieve individual service revenue and upselling targets.
• Daily MIS & ReportingMaintain daily reports relating to job cards, pending vehicles, delivery, estimates and customer complaints.
• Monitor pending approvals and ensure minimum vehicle retention time.
• Maintain proper records as per company and OEM requirements.
• Key Performance Indicators (KPIs)Customer Satisfaction / CSI
• Service Revenue
• Labour Revenue
• Average Repair Order (ARO)
• Job Card Conversion
• Upselling / Additional Work
• Vehicle Delivery Timeliness
• Repeat Customer Ratio
• Customer Complaint Resolution
• Productivity and Efficiency
• Service Retention
• AMC / Extended Warranty / Accessories Sales
• Required SkillsGood communication and customer-handling skills
• Basic technical knowledge of two-wheelers
• Good negotiation and convincing ability
• Computer/ERP knowledge
• Ability to prepare estimates and job cards
• Problem-solving ability
• Team coordination
• Target-oriented approach
• Professional attitude and grooming

Ideal Profile: ITI/Diploma/Automobile background with relevant experience in two-wheeler or automobile service operations. Freshers with good communication and technical aptitude may also be considered.