Service Advisor

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 technicians, providing service updates, ensuring timely vehicle delivery, and delivering an excellent customer service experience.

Key Responsibilities

• Welcome customers and understand their vehicle service or repair requirements.
• Inspect vehicles with customers and accurately record complaints.
• Prepare Job Cards (Repair Orders) with complete customer and vehicle details.
• Explain repair processes, estimated costs, and delivery timelines.
• Coordinate with Workshop Controllers and Technicians for vehicle diagnosis and repairs.
• Monitor repair progress and provide regular updates to customers.
• Obtain customer approval for additional repairs and costs before proceeding.
• Ensure the availability of required spare parts by coordinating with the Parts Department.
• Verify completed repairs and conduct quality checks before vehicle delivery.
• Explain the work performed and invoice details during vehicle handover.
• Handle customer complaints professionally and ensure prompt resolution.
• Maintain high Customer Satisfaction Index (CSI) and service quality standards.
• Follow company SOPs, warranty guidelines, and safety procedures.
• Achieve service revenue, labour sales, and customer retention targets.
• Maintain accurate service records and update the Dealer Management System (DMS).

Required Qualifications

• Diploma or Bachelor's Degree in Mechanical/Automobile Engineering or equivalent.
• 25 years of experience as a Service Advisor in the automobile industry (Commercial Vehicle experience preferred).
• Knowledge of vehicle diagnostics, maintenance, and repair processes.

Technical Skills

• Dealer Management System (DMS)
• MS Office (Excel, Word, Outlook)
• Vehicle inspection and diagnosis
• Job Card preparation
• Warranty process knowledge
• Basic automotive technical knowledge

Soft Skills

• Excellent communication and interpersonal skills
• Customer handling and relationship management
• Problem-solving and decision-making
• Negotiation skills
• Time management
• Teamwork and coordination
• Ability to work under pressure

Key Performance Indicators (KPIs)

• Customer Satisfaction Index (CSI)
• Vehicle service turnaround time (TAT)
• Labour sales achievement
• Repeat repair percentage
• Service revenue generation
• Customer retention rate
• Job Card accuracy
• Warranty compliance
• Timely vehicle delivery

Preferred Industry Experience

• Commercial Vehicle Dealerships