Service Advisor

SUMMARY

The Service Advisor acts as the primary interface between the customer and the service workshop. Responsible for greeting customers, diagnosing two-wheeler issues through test rides and technical inspections, preparing accurate job cards, estimating costs, and ensuring a seamless, high-quality service experience that aligns with Honda’s standard operating procedures.

Key Responsibilities

Customer Interaction & Greeting: Welcome customers to the service center warmly, establishing a professional and empathetic relationship.

• Vehicle Diagnostics & Job Card Creation: Inspect the vehicle (Scooters/Motorcycles) alongside the customer, conduct a brief test ride if necessary, and document customer complaints accurately on the digital/physical Job Card.
• Estimation & Upselling: Provide clear cost and time estimates for parts and labor. Suggest value-added services (e.g., AMC, extended warranty, engine coating, detailing) without being overly aggressive.
• Workshop Liaison: Allocate vehicles to technicians based on the job requirements and monitor the progress of repairs to ensure on-time delivery.
• Quality Check & Final Inspection: Review completed vehicles to ensure all customer complaints have been completely resolved according to Honda's quality checklists.
• Explanation & Invoicing: Explain the final invoice to the customer in detail, highlighting the work done, parts replaced, and future maintenance tips before vehicle handover.
• Post-Service Follow-up: Address customer queries or grievances, and actively work to maintain high CSI (Customer Satisfaction Index) scores.

Qualifications & Skills

• Education: ITI / Diploma / Degree in Automobile or Mechanical Engineering is highly preferred. High school diploma with relevant experience will also be considered.
• Experience: 3 to 5 years of experience as a Service Advisor in the automobile industry (specifically 2-wheeler segment, preferably within a Honda or similar OEM dealership network). Freshers with strong technical knowledge may be considered for trainee roles.
• Technical Knowledge: Good understanding of two-wheeler mechanics, engine performance, electrical systems, and fuel injection (FI) technology.
• Communication: Fluent in the local language and a working knowledge of English or Hindi to interact smoothly with diverse customers and fill out systems.
• Computer Skills: Basic computer proficiency; experience working with DMS (Dealer Management System) software is a major plus.

1. Key Performance Indicators (KPIs)Customer Satisfaction Index (CSI): Post-service feedback scores.
2. Labor & Parts Target Achievement: Monthly target realization on service volume.
3. Value-Added Services (VAS) Penetration: Successful upselling of Honda genuine accessories, AMC, and treatments.
4. On-Time Delivery Rate: Percentage of vehicles delivered within the committed timeframe.