SERVICE ADVISOR – JOB ROLEPosition: Service Advisor
Department: Service / After-Sales
Reporting To: Service Manager / AGM – Service
- Key ResponsibilitiesCustomer HandlingGreet customers professionally and understand their vehicle/service requirements.
- Explain the service process, estimated cost and expected delivery time.
- Maintain excellent customer relationships and ensure customer satisfaction.
- Job Card ManagementPrepare accurate job cards based on customer complaints and vehicle condition.
- Record all customer concerns, additional requirements and repair instructions.
- Ensure proper documentation and timely updating of job cards.
- Vehicle InspectionConduct preliminary vehicle inspection with the customer.
- Identify service requirements, damages and additional repair needs.
- Explain technical issues and recommended repairs to the customer in straightforward terms.
- Coordination with WorkshopCoordinate with Technicians, Floor Supervisors and Service Managers for timely completion of jobs.
- Monitor vehicle progress from job opening to final inspection.
- Ensure jobs are completed according to manufacturer/service standards.
- Estimate & ApprovalPrepare service/repair estimates and obtain customer approval before carrying out additional work.
- Communicate any changes in estimated cost or delivery time immediately.
- Quality & DeliveryEnsure proper quality inspection before vehicle delivery.
- Conduct final vehicle inspection and verify that all customer complaints have been attended to.
- Explain completed work, replaced parts, service charges and future maintenance requirements during delivery.
- Customer Follow-upFollow up with customers after service to obtain feedback.
- Handle complaints professionally and coordinate with management for resolution.
- Work towards achieving CSI/Customer Satisfaction targets.
- Sales & RevenueIdentify additional service, repair and maintenance opportunities.
- Promote genuine spare parts, accessories, extended warranty, AMC and other applicable after-sales products.
- Achieve individual service revenue and upselling targets.
- Daily MIS & ReportingMaintain daily reports relating to job cards, pending vehicles, delivery, estimates and customer complaints.
- Monitor pending approvals and ensure minimum vehicle retention time.
- Maintain proper records as per company and OEM requirements.
- Key Performance Indicators (KPIs)Customer Satisfaction / CSI
- Service Revenue
- Labour Revenue
- Average Repair Order (ARO)
- Job Card Conversion
- Upselling / Additional Work
- Vehicle Delivery Timeliness
- Repeat Customer Ratio
- Customer Complaint Resolution
- Productivity and Efficiency
- Service Retention
- AMC / Extended Warranty / Accessories Sales
- Required SkillsGood communication and customer-handling skills
- Basic technical knowledge of two-wheelers
- Good negotiation and convincing ability
- Computer/ERP knowledge
- Ability to prepare estimates and job cards
- Problem-solving ability
- Team coordination
- Target-oriented approach
- Professional attitude and grooming
Ideal Profile: ITI/Diploma/Automobile background with relevant experience in two-wheeler or automobile service operations. Freshers with good communication and technical aptitude may also be considered.