SERVICE ADVISOR – JOB ROLE Position: Service Advisor Department: Service / After-Sales Reporting To: Service Manager / AGM – Service Key Responsibilities Customer Handling Greet 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 Management
Prepare 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 Inspection
Conduct 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 Workshop Coordinate 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 &
- Approval Prepare service/repair estimates and obtain customer approval before carrying out additional work. Communicate any changes in estimated cost or delivery time immediately. Quality &
- Delivery Ensure 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-up Follow 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 &
- Revenue Identify 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 &
- Reporting Maintain 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 Qualified attitude and grooming Ideal Profile: ITI/Diploma/Automobile background with relevant experience in two-wheeler or automobile service operations. Freshers with valuable communication and technical aptitude may also be considered.