Automotive Service Advisor

A Service Advisor at Agustya Automobile Pvt. Ltd. serves as the crucial link between customers and the workshop floor. The core duties remain aligned with automotive service requires distinct technical knowledge, workflow management, and operational focus.

Core Responsibilities

• Customer Reception & Intake: Warmly greet incoming clients, record complaints, perform initial vehicle inspections, and log symptoms accurately on job cards.
• Cost & Time Estimation: Provide clear, upfront estimates for spare parts, labor costs, and realistic delivery timelines based on technician availability.
• Job Card Creation & Processing: Generate detailed digital/paper job cards through the Dealership Management System (DMS).
• Service Upselling & Recommendations: Suggest relevant preventative maintenance, value-added services (e.g., engine flushing, Teflon coating, alignment), and scheduled service packages.
• Repair Authorization: Contact customers for approval before carrying out additional necessary repairs identified during service.
• Quality Assurance & Handover: Perform post-repair inspections with floor supervisors, verify billing details, explain completed work to the customer, and hand over the vehicle.
• Post-Service Follow-up: Conduct follow-up calls to measure Customer Satisfaction Index (CSI) scores and handle feedback or escalations.

Key Performance Indicators (KPIs)

• CSI / NPS Score: Target customer satisfaction ratings on post-service surveys.
• Upselling / Rev per Job Card: Revenue targets achieved through add-on services and accessories.
• On-Time Delivery (OTD): Delivering vehicles within the promised lead time.
• Repeat Complaints / Comeback Rate: Minimizing rework due to improper initial diagnosis.

Qualifications & Requirements

• Education: Diploma or B.Tech/BE in Automobile or Mechanical Engineering; ITI Motor Vehicle Mechanic (MVM) candidates with relevant experience are also eligible.
• Experience: 1–4 years as a Service Advisor at an authorized two-wheeler or commercial vehicle dealership.
• Software Skills: Hands-on experience with automotive Dealership Management Systems (DMS) and MS Office.
• Technical Understanding: Basic-to-intermediate knowledge of mechanical and electrical systems for respective vehicle classes.
• Soft Skills: Strong verbal communication, customer persuasion, conflict resolution, and active listening.
• Licensing: Valid 2-wheeler or Heavy Goods Vehicle (HGV) driving license (depending on the division applied for).