Service Advisor

Role & responsibilities

We are looking for a responsible and customer-focused Service Advisor to join our After Sales Service team. The candidate will be responsible for handling customer service requirements, coordinating service calls with field service engineers/technicians, preparing service estimates, monitoring job progress and ensuring timely closure of service complaints.

The ideal candidate should have good communication skills, basic technical understanding of Diesel Generator (DG) Sets, and the ability to coordinate effectively between customers, service engineers, technicians, stores and accounts.

Key Responsibilities

Receive and understand customer service complaints and requirements.

Register and coordinate service calls and breakdown complaints.

Understand the customer's technical/service requirement and communicate the same to the concerned service engineer or technician.

Plan and allocate service calls to field engineers/technicians as per priority and location.

Coordinate with customers regarding visit schedules, service status and completion timelines.

Follow up with field engineers/technicians for timely completion of assigned jobs.

Monitor pending service calls and ensure timely closure.

Prepare service estimates/quotations for AMC, repair, maintenance, breakdown and other service requirements.

Coordinate with customers for approval of estimates before starting chargeable work.

Coordinate with Service, Stores, Parts and Accounts teams for smooth execution of jobs.

Ensure required spare parts/materials are arranged for service jobs.

Verify service reports/job cards and ensure proper documentation.

Follow up for pending service reports, job completion reports and customer confirmations.

Coordinate for billing after completion of service jobs.

Follow up with customers for pending payments related to service jobs, wherever required.

Maintain proper records of customer complaints, service calls, estimates, approvals and job closures.

Maintain regular follow-up with AMC customers regarding scheduled preventive maintenance.

Identify repeat complaints and escalate critical technical issues to the Service Manager/concerned technical team.

Preferred candidate profile

Diesel Generator Sets

Diesel engines

Electrical systems

DG preventive maintenance

DG breakdown troubleshooting

Spare parts

AMC/CMC service

Service quotations and estimates

Job cards and service reports