- Service Advisor – Ashok Leyland Commercial Vehicles

Company: Ashok Leyland Authorised Workshop

Designation: Service Advisor

Department: Service

Reporting To: Workshop Manager / General Manager

Work Location: Raipur, Chhattisgarh

Industry: Commercial Vehicle Service & Repair

Employment Type: Full time

1. Job Purpose

To ensure professional handling of customer vehicles, accurate recording of complaints, preparation and explanation of job estimates, timely customer approvals, effective coordination with workshop personnel, and on-time delivery of vehicles with complete customer satisfaction. The Service Advisor shall act as the primary link between customers, drivers, fleet operators, technicians, the workshop management team, and the billing department while ensuring compliance with applicable Ashok Leyland service processes and workshop SOPs.
1. Key Responsibilities

A. Customer Reception & Vehicle Intake

- Welcome customers, drivers, transporters and fleet representatives professionally.
- Understand and record all vehicle complaints, including symptoms, breakdown history and customer expectations.
- Record vehicle registration number, chassis number, odometer reading, customer details and contact information.
- Prepare the Job Card (J/C) with accurate complaint descriptions and requested jobs.
- Conduct a joint vehicle inspection with the customer wherever applicable.
- Record visible damage, missing accessories and vehicle condition before accepting the vehicle.
- Explain the service process, estimated completion time and expected costs.

B. Complaint Diagnosis & Job Estimation

- Coordinate with the Technical Advisor and technicians to identify the probable causes of complaints.
- Ensure that customer concerns are clearly documented and are not overlooked.
- Prepare or coordinate preparation of estimates for labour, spare parts, lubricants and other applicable charges.
- Explain additional repairs and their technical or operational importance to the customer.
- Obtain customer approval before proceeding with chargeable repairs, as per workshop policy.
- Ensure additional jobs are documented and approved before execution.

C. Job Card & Ashok Leyland Process Compliance

- Ensure timely and accurate Job Card opening and completion of required vehicle reception formalities.
- Follow the applicable GIGO and workshop management processes.
- Coordinate with the relevant personnel for job allocation, repair progress,



parts availability and job completion.
- Maintain accurate records of customer approvals, job status, pending work and delivery commitments.
- Ensure that warranty, AMC, free-service and paid-service jobs are processed under the correct category and applicable authorization.
- Coordinate warranty documentation and claim-related information with the designated warranty personnel.

D. Workshop Coordination & Job Monitoring

- Coordinate with the Workshop Manager, Technical Advisor, Shop Supervisor, technicians, electricians and spare-parts team.
- Monitor the progress of every assigned Job Card.
- Follow up on delayed jobs, parts shortages, additional repair requirements and technical issues.
- Communicate realistic delivery commitments and immediately escalate delays.
- Ensure customer approval is obtained for any scope or cost changes.
- Avoid unnecessary vehicle waiting time and support efficient workshop bay utilization.

E. Quality Control & Vehicle Delivery

- Coordinate final inspection and road testing wherever required and authorized.
- Verify that all customer complaints have been attended to and that approved jobs are completed.
- Ensure that unresolved concerns are communicated and escalated before delivery.
- Coordinate washing, final documentation, invoice preparation and payment formalities.
- Explain repairs performed, parts replaced, maintenance advice and recommended follow-up work.
- Obtain customer acknowledgement and record delivery details.

F. Customer Relationship Management

- Maintain professional communication with customers throughout the repair process.
- Provide timely updates on diagnosis, estimates, approvals, parts availability and expected delivery.
- Handle customer complaints calmly and escalate unresolved issues to the Workshop Manager.
- Conduct post-service follow-up calls to check customer satisfaction.
- Develop long-term relationships with truck owners, bus operators, transporters and fleet customers.
- Encourage repeat visits, preventive maintenance, scheduled servicing and genuine spare-parts usage.

G.



Revenue Generation & Business Development

- Identify legitimate additional repair opportunities during vehicle inspection and servicing.
- Promote preventive maintenance, periodic maintenance services (PMS), lubrication services and other applicable workshop offerings.
- Support labour and spare-parts revenue targets through transparent estimates and timely approvals.
- Follow up on pending estimates, deferred repairs and customers who have not approved recommended work.
- Maintain customer records and support customer retention and repeat business.
- Ensure that no unauthorized repair, discount or billing commitment is made.

H. Documentation & Reporting

- Maintain accurate Job Card records, estimates, approvals, pending-job details and delivery commitments.
- Submit daily reports covering vehicles received, Job Cards opened, vehicles delivered and pending jobs.
- Track labour billing, spare-parts billing and other applicable revenue against assigned targets.
- Report delayed vehicles, repeat complaints, customer escalations and pending approvals.
- Ensure proper handover of pending cases at shift closure or absence.
- Maintain confidentiality and accuracy of customer and vehicle information.

1. Key Performance Indicators (KPIs)

The Service Advisor's performance will be evaluated against the following measurable parameters:
- Job Card opening accuracy and process compliance.
- Customer complaint recording accuracy and completeness.
- Estimate preparation and customer approval turnaround time.
- Timely communication and adherence to delivery commitments.
- Number of vehicles handled and Job Cards managed.
- Labour and spare-parts billing achievement against assigned targets.
- Conversion of pending estimates into approved repair work.
- Customer satisfaction and post-service follow-up completion.
- Reduction in repeat complaints and avoidable customer escalations.
- Timely closure of Job Cards and accuracy of documentation.
- Compliance with warranty, AMC, free-service and paid-service procedures.
- Adherence to workshop SOPs, safety requirements and customer-handling standards.

Interested candidates can call or whats app at +91-(phone hidden) Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits

- Cell phone reimbursement

Education:
- Diploma (Preferred)

Experience:
- Service Advisor: 5 years (Required)

Work Location: In person

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