Assistant Service Advisor (ASA) in BRD Car World Service Centre plays a vital role in ensuring smooth service operations and delivering excellent customer satisfaction. The ASA acts as the first point of contact for customers and supports the Service Advisor in handling vehicles, customer communication, documentation, and coordination with the workshop. A detailed job description is provided below which outlines basic roles of Asst. Service Advisor.
Reporting:
§ You will be reporting to Works Manager for the routine jobs in the position of Asst. Service Advisor.
§ Customer Reception
1) Welcome customers courteously upon arrival.
2) Greet customers according to Maruti Suzuki dealership standards.
3) Assist in managing customer appointments and walk-in customers.
4) Direct customers to the appropriate Service Advisor when required.
§ Vehicle Reception
1) Conduct a preliminary inspection of the vehicle along with the customer.
2) Record customer complaints accurately.
3) Check vehicle condition for dents, scratches, accessories, fuel level, and personal belongings.
4) Ensure proper preparation of Job Cards.
§ Job Card Preparation
1) Assist in creating and updating Job Cards in the Dealer Management System (DMS).
2) Verify customer and vehicle details.
3) Record warranty concerns, insurance claims, and service history accurately.
§ Customer Communication
1) Explain the service process to customers.
2) Inform customers about estimated repair time and delivery schedule.
3) Update customers regarding repair progress, additional repairs, and delays after consulting the Service Advisor.
§ Workshop Coordination
1) Coordinate with technicians, Supervisor and Parts Department.
2) Ensure vehicles are assigned promptly to technicians.
3) Follow up on job progress to avoid unnecessary delays.
§ Spare Parts Coordination
1) Coordinate with the Parts Department for timely availability of spare parts.
2) Ensure required parts are issued without delaying repairs.
3) Inform the Service Advisor of parts shortages.
§ Vehicle Delivery Support
1) Ensure all repairs are completed as per the Job Card.
2) Verify vehicle cleanliness before delivery.
3) Assist in explaining the work carried out and service charges.
4) Ensure customer satisfaction during vehicle handover.
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§ Customer Satisfaction (CSI)
1) Address customer concerns promptly.
2) Escalate unresolved issues to the Service Advisor or Works Manager.
3) Encourage customers to provide positive feedback.
4) Support initiatives to improve Customer Satisfaction Index (CSI) scores.
§ Documentation
1) Maintain accurate service records.
2) Collect customer signatures on Job Cards and invoices.
3) Ensure proper filing of warranty and insurance documents.
4) Maintain daily service reports.
§ Follow-up Activities
1) Call customers after service to confirm satisfaction.
2) Follow up on pending repairs and repeat complaints.
3) Remind customers about periodic maintenance schedules.
§ Sales Support
1) Promote value-added services such as:
a. Extended Warranty
b. Motor Insurance Renewal
c. Maruti Genuine Accessories (MGA)
d. Maruti Genuine Parts (MGP)
e. Roadside Assistance (RSA)
f. Anti-rust coating, Teflon coating, and other dealer-approved packages
§ Compliance
1) Adhere to Maruti Suzuki dealership policies and Standard Operating Procedures (SOPs).
2) Maintain confidentiality of customer information.
3) Ensure compliance with warranty guidelines and quality standards.
Key Skills Required
§ Excellent communication and interpersonal skills.