Department: After Sales / Service
Position: After Sales Advisor
Reporting To: Service Manager / Dealer Principal
Location: Garg Tractors
Industry: Tractors & Agricultural Implements
Job Purpose
The After Sales Advisor will be responsible for handling tractor customers after the sale, understanding and recording their service requirements, coordinating complaint resolution with the OEM, preparing repair estimates, raising job cards and warranty claims, and ensuring timely and satisfactory resolution of customer concerns as per Company SOP.
The position will also support spare parts identification and ordering, parts & lubricant inventory tracking, DMS data entry, and daily after-sales reporting.
Key Responsibilities1. Customer Complaint & Request Handling
- Receive and attend to customer complaints, service requests and spare-parts requirements through phone, WhatsApp, walk-ins and other channels.
- Understand the customer's tractor problem and accurately identify the requirement.
- Register every complaint/request as per Company SOP.
- Coordinate with the Service Team, Technician and OEM wherever technical support is required.
- Follow up with the OEM for solutions, technical guidance, parts availability and approvals.
- Ensure that customer complaints are resolved within the prescribed Turnaround Time (TAT).
- Keep customers informed about the status of their complaint, repair, spare parts or warranty claim.
- Maintain proper records of pending and resolved complaints.
- Take customer feedback after resolution and ensure customer satisfaction.
2. Service Advisor Responsibilities
- Act as the primary point of contact between the customer and the workshop.
- Understand the customer's requirements before preparing the Job Card.
- Prepare accurate Job Cards in the DMS for vehicles/tractors received for service or repair.
- Explain the required work to the customer in a explicit and professional manner.
- Coor