Service Advisor

Full Job Description – Automobile Service Advisor

Key Responsibilities:

• Attend customers visiting the workshop and understand their vehicle concerns and service requirements.
• Conduct vehicle walk-around inspection and accurately record customer complaints.
• Open and maintain job cards in DMS with complete customer and vehicle information.
• Explain recommended repairs, service requirements, estimated costs, and expected delivery timelines.
• Coordinate with technicians, workshop supervisors, parts, warranty, and other departments for smooth job completion.
• Obtain customer approval for additional repairs before carrying out work.
• Regularly update customers regarding repair status, delays, additional work, and revised estimates.
• Monitor vehicles under repair and ensure promised delivery timelines are maintained.
• Check completed work and coordinate final inspection before vehicle delivery.
• Explain the invoice and work performed to the customer at the time of delivery.
• Follow up with customers after service and support resolution of any complaints.
• Promote genuine parts, accessories, service packages, extended warranty, and other workshop products where applicable.
• Maintain proper records of customer complaints, approvals, repairs, and follow-ups in DMS.
• Work towards workshop revenue, labour, parts, customer satisfaction, and retention targets.

Required Qualifications & Experience:

• 1–4 years of experience as a Service Advisor in an automobile dealership/workshop preferred.
• Diploma/ITI/Degree in Automobile or Mechanical Engineering preferred.

Required Skills:

• Good understanding of automobile servicing and basic vehicle systems.
• Strong customer handling and communication skills.
• Ability to understand and explain technical issues in simple language.
• Good coordination and follow-up ability.
• Comfortable using DMS and basic computer applications.
• Ability to prepare repair estimates and understand labour and parts requirements.
• Problem-solving and complaint-handling skills.
• Target-oriented with focus on customer satisfaction.
• Valid driving licence preferred.

Key Performance Indicators (KPIs):

• Customer satisfaction / CSI.
• Number of vehicles handled.
• Labour and parts revenue per repair order.
• Average Repair Order (ARO) value.
• Service retention and repeat customers.
• On-time vehicle delivery.
• Estimate-to-approval conversion.
• Additional repair / upselling conversion.
• Customer complaint resolution.
• Post-service follow-up performance.

Work Location:

Ludhiana, Punjab – In Person

Job Type:

Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Work Location: In person