Service Advisor - XPENG (with EV background)

About the role

We are looking for a customer-focused and knowledgeable Service Advisor to join XPENG's Aftersales team. The Service Advisor will serve as the primary point of contact for customers bringing their vehicles in for maintenance, repair, and other aftersales services. The role is responsible for understanding customer concerns, coordinating with technicians, recommending appropriate services, and ensuring a smooth and satisfactory service experience from vehicle reception through release.

Key responsibilities

• Greets customers and receives vehicles for scheduled maintenance, repair, and other service requirements.
• Conducts initial vehicle inspections and accurately documents customer concerns and service requests.
• Explains service procedures, estimated costs, timelines, and recommended repairs to customers.
• Maintains regular communication with customers regarding the status of their vehicles.
• Coordinates with Service Technicians to properly diagnose and address customer concerns.
• Prepares and manages repair orders, service estimates, and related documentation.
• Monitors service progress and ensures vehicles are completed within the committed timeline.
• Coordinates with Parts and other Aftersales teams to ensure smooth service operations.
• Provides professional and responsive customer service throughout the repair process.
• Explains completed work, replaced parts, and recommended maintenance to customers during vehicle release.

About you

• Bachelor's degree or relevant automotive/service-related education.
• At least 2–3 years of experience as a Service Advisor in the automotive industry.
• Experience handling electric vehicles (EVs) is strongly preferred.
• Basic understanding of EV systems, maintenance requirements, charging systems, and common EV service concerns.
• Knowledge of general automotive maintenance and repair processes.
• Ability to explain automotive and EV technical information clearly to customers.
• Excellent customer service and communication skills.
• Strong organizational and coordination skills.
• Customer-focused, professional, and detail-oriented.
• Willing to work in a dealership/service center environment, including weekends and holidays as required.