The Service Advisor serves as the primary point of contact between customers and the workshop. The role involves understanding customer concerns, preparing repair orders, coordinating with technicians, providing service updates, ensuring timely vehicle delivery, and delivering an excellent customer service experience.
Key Responsibilities
Welcome customers and understand their vehicle service or repair requirements.
Inspect vehicles with customers and accurately record complaints.
Prepare Job Cards (Repair Orders) with complete customer and vehicle details.
Explain repair processes, estimated costs, and delivery timelines.
Coordinate with Workshop Controllers and Technicians for vehicle diagnosis and repairs.
Monitor repair progress and provide regular updates to customers.
Obtain customer approval for additional repairs and costs before proceeding.
Ensure the availability of required spare parts by coordinating with the Parts Department.
Verify completed repairs and conduct quality checks before vehicle delivery.
Required Qualifications
Diploma or Bachelor's Degree in Mechanical/Automobile Engineering or equivalent.
2–5 years of experience as a Service Advisor in the automobile industry (Commercial Vehicle experience preferred).
Knowledge of vehicle diagnostics, maintenance, and repair processes.
Technical Skills
Dealer Management System (DMS)
MS Office (Excel, Word, Outlook)
Vehicle inspection and diagnosis
Job Card preparation
Warranty process knowledge
Basic automotive technical knowledge
Soft Skills
Excellent communication and interpersonal skills
Customer handling and relationship management
Problem-solving and decision-making
Negotiation skills
Time management
Teamwork and coordination
Ability to work under pressure
Key Performance Indicators (KPIs)
Customer Satisfaction Index (CSI)
Vehicle service turnaround time (TAT)
Labour sales achievement
Repeat repair percentage
Service revenue generation
Customer retention rate
Job Card accuracy
Warranty compliance
Timely vehicle delivery