Service Advisor

The Service Advisor is responsible for providing excellent customer service by understanding customer vehicle concerns, coordinating with the workshop team, preparing service estimates, and ensuring timely vehicle delivery. The role focuses on customer satisfaction, service quality, revenue generation, and customer retention in accordance with Mahindra service standards.

Roles and Responsibilities:

1. Customer Handling: Welcome customers, understand their vehicle service requirements, and provide professional customer service.
2. Vehicle Inspection: Conduct preliminary vehicle inspections, identify visible damages, note customer complaints, and record vehicle condition before accepting the vehicle.
3. Job Card Preparation: Prepare accurate job cards containing customer details, vehicle information, reported complaints, and requested services.
4. Service Estimation: Prepare and explain service estimates, labour charges, spare parts costs, and expected vehicle delivery timelines to customers.
5. Customer Approval: Obtain customer approval before starting repairs and before carrying out any additional chargeable work.
6. Workshop Coordination: Coordinate with technicians, the workshop controller, and the spare parts department to ensure timely and quality completion of service jobs.
7. Service Follow-up: Monitor repair progress and keep customers informed about job status, additional repairs, and delivery schedules.
8. Quality Control: Coordinate vehicle inspections and ensure that reported complaints are addressed before vehicle delivery.
9. Vehicle Delivery: Explain the repairs and maintenance performed, clarify the invoice, collect customer feedback, and ensure proper handover of the vehicle.
10. Customer Complaint Management: Handle customer concerns professionally and coordinate with the Service Manager for timely resolution of escalated complaints.
11. Revenue Generation: Achieve assigned service revenue targets by recommending genuine spare parts, periodic maintenance, value-added services, and other relevant service requirements.
12. Customer Retention: Maintain good relationships with customers, encourage repeat service visits, and promote timely periodic maintenance.
13. Documentation and Billing: Ensure accurate job card closure, repair documentation, service history updates, and coordination with the billing team.
14. Customer Follow-up: Conduct post-service follow-up calls, collect feedback, and coordinate corrective action for any unresolved concerns.
15. Target Achievement: Meet assigned targets for labour revenue, customer satisfaction, service retention, additional job approvals, and timely vehicle delivery.
16. Compliance and Safety: Follow dealership policies, workshop safety procedures, and applicable Mahindra service standards.