Full-time · Secunderabad
Service Advisor
Acts as the customer's point of contact at service reception, from job-card creation to vehicle delivery.
The role
The Service Advisor is the primary customer interface at the service reception, responsible for translating a customer's concern into an accurate job card and for keeping the customer informed and reassured through the entire repair cycle. This role directly shapes the customer's after-sales experience and satisfaction score, and requires the ability to balance technical understanding of the vehicle with clear, honest communication and a sense of urgency around turnaround time and cost transparency.
Responsibilities
- Greet customers, understand complaints/requirements and prepare accurate job cards with cost and time estimates
- Conduct a joint vehicle walk-around with the customer to record existing dents/scratches before check-in
- Liaise with the workshop team on repair progress
- Keep customers updated on status and obtain prior approval for any additional work/cost revision
- Prioritize jobs to meet promised delivery time and minimize vehicle downtime
- Ensure quality check and cleanliness before handover
- Explain the job card, parts replaced and warranty coverage to the customer at delivery
- Ensure the invoice matches the job card and any approved additional work
- Maintain service records; follow up post-service for feedback
- Address complaints in coordination with the Service Manager
- Support achievement of the location's CSI/CSS targets
Requirements
- Education: Diploma/Degree in Automobile or Mechanical Engineering preferred.
- Experience: 2-4 years in an automobile service environment.
- Vehicle systems knowledge and job-card/estimation skills
- DMS/service software usage
- Customer handling and complaint resolution
- Ability to explain technical issues in simple, non-technical language to customers
- Working knowledge of warranty policy and extended-warranty/service-package products
- Basic cost estimation and parts-pricing awareness