Automotive Service Advisor

After Sales Advisor – Tractor DealershipDepartment: After Sales / Service

Position: After Sales Advisor

Reporting To: Service Manager / Dealer Principal

Location: Garg Tractors

Industry: Tractors & Agricultural Implements

Job PurposeThe After Sales Advisor will be responsible for handling tractor customers after the sale, understanding and recording their service requirements, coordinating complaint resolution with the OEM, preparing repair estimates, raising job cards and warranty claims, and ensuring timely and satisfactory resolution of customer concerns as per Company SOP.

The position will also support spare parts identification and ordering, parts & lubricant inventory tracking, DMS data entry, and daily after-sales reporting.

• Key Responsibilities1. Customer Complaint & Request HandlingReceive and attend to customer complaints, service requests and spare-parts requirements through phone, WhatsApp, walk-ins and other channels.
• Understand the customer's tractor problem and accurately identify the requirement.
• Register every complaint/request as per Company SOP.
• Coordinate with the Service Team, Technician and OEM wherever technical support is required.
• Follow up with the OEM for solutions, technical guidance, parts availability and approvals.
• Ensure that customer complaints are resolved within the prescribed Turnaround Time (TAT).
• Keep customers informed about the status of their complaint, repair, spare parts or warranty claim.
• Maintain proper records of pending and resolved complaints.
• Take customer feedback after resolution and ensure customer satisfaction.
• 2. Service Advisor ResponsibilitiesAct as the primary point of contact between the customer and the workshop.
• Understand the customer's requirements before preparing the Job Card.
• Prepare accurate Job Cards in the DMS for vehicles/tractors received for service or repair.
• Explain the required work to the customer in a clear and professional manner.
• Coordinate with technicians regarding diagnosis, repair requirements and job progress.
• Prepare repair/service estimates based on labour, spare parts, lubricants and other applicable charges.
• Obtain necessary customer approval before proceeding with chargeable work.
• Update customers regarding additional work identified during inspection.
• Ensure proper closure of Job Cards after completion of work.
• 3. DMS & DocumentationEnsure timely and accurate entry of all after-sales transactions in the Dealer Management System (DMS).
• Create and update:
• 
  
• Job Cards
• Customer complaints
• Service requests
• Warranty Claims
• Spare Parts Requirements
• Estimates
• Job Card closures
• Customer service history
• Ensure that DMS records are complete, accurate and updated on a daily basis.
• Maintain proper documentation as required under Company SOP.
• 4. Warranty ClaimsIdentify cases falling under warranty as per Company warranty policy.
• Collect the required documents, photographs, technical details and supporting information.
• Coordinate with the OEM/service team for warranty diagnosis and approval.
• Prepare and submit warranty claims correctly through the prescribed system/process.
• Track pending warranty claims and follow up until closure.
• Ensure that warranty claims are submitted within the prescribed timelines.
• Maintain proper records of approved, rejected and pending claims.
• 5. Spare Parts Identification & OrderingStudy and understand Spare Parts Catalogues, Parts Books, User Manuals and Technical Literature.
• Correctly identify parts based on tractor model, variant, serial/chassis number and part number.
• Prepare spare parts requirements based on customer complaints, workshop requirements and expected demand.
• Order genuine spare parts from the OEM as per the prescribed ordering process.
• Avoid incorrect ordering by verifying part numbers, descriptions and applicability before placing orders.
• Follow up on pending/back-ordered parts and communicate expected availability to customers and workshop staff.
• Coordinate with the Parts Department to ensure timely availability of required parts.
• 6. Parts & Lubricant InventoryRegularly monitor inventory levels of spare parts, lubricants and consumables.
• Track fast-moving, slow-moving and critical parts.
• Identify stock shortages and communicate replenishment requirements.
• Monitor parts received, issued, pending and ordered.
• Assist in maintaining proper stock records and physical inventory.
• Minimize stock-outs as well as unnecessary accumulation of slow-moving inventory.
• Ensure proper handling and storage of parts and lubricants.
• 7. OEM CoordinationMaintain professional communication with the OEM service/technical team.
• Seek technical assistance for difficult or unresolved customer complaints.
• Escalate cases as per the Company's escalation matrix.
• Follow OEM instructions, technical circulars, service campaigns and SOPs.
• Ensure that solutions received from OEM are implemented correctly and communicated to the customer.

8. Daily Reporting & Follow-UpThe After Sales Advisor must maintain and submit daily after-sales reports, including:

• New customer complaints received
• Complaints resolved
• Pending complaints
• Ageing of pending complaints
• Tractors under repair
• Job Cards opened/closed
• Warranty claims submitted/pending
• Spare parts ordered/pending
• Customer requests pending
• Parts & lubricant stock issues
• Escalated cases
• Customer follow-up status

No customer complaint or request should remain unattended or without a clear follow-up status.

Customer Service StandardsThe candidate is expected to:

• Treat every customer respectfully and professionally.
• Listen carefully before providing a solution.
• Never make false commitments regarding repair time, parts availability or warranty approval.
• Keep customers informed proactively.
• Take ownership of complaints until final resolution.
• Follow Company SOPs rather than making unauthorized commitments.
• Maintain a professional relationship with tractor owners to encourage repeat business and customer loyalty.

Key Performance Indicators (KPIs)Performance will be evaluated on:

1. Customer Complaint Resolution Rate
2. Complaint TAT / Timely Resolution
3. Customer Satisfaction
4. Pending Complaint Ageing
5. Accuracy of DMS Entries
6. Job Card Accuracy & Closure
7. Warranty Claim Accuracy & Timeliness
8. Spare Parts Identification Accuracy
9. Spare Parts Order Fulfilment
10. Inventory Accuracy
11. Daily Report Submission & Accuracy
12. Customer Follow-Up Discipline
13. Reduction in Repeat Complaints
14. Compliance with Company SOP & OEM Guidelines

• Required Skills & CompetenciesGood communication and customer-handling skills.
• Basic technical understanding of tractors and agricultural machinery.
• Ability to understand tractor models, variants and specifications.
• Ability to read and study spare-parts catalogues and user manuals.
• Good computer skills and willingness to work on DMS/software systems.
• Good knowledge of MS Excel and basic documentation.
• Strong follow-up and coordination skills.
• Good problem-solving ability.
• Attention to detail, particularly in part numbers, warranty documents and DMS entries.
• Ability to coordinate with customers, technicians, parts team and OEM.
• Ability to work under pressure and manage multiple customer cases simultaneously.

Educational Qualification & ExperienceMinimum Qualification:

Diploma / ITI / Graduate in Automobile, Mechanical, Agricultural Engineering or a related field.

Experience:

1–3 years of experience in tractor, automobile, agricultural machinery, dealership service, spare parts or customer service will be preferred.

Freshers: Candidates with strong technical knowledge and good communication skills may also be considered.

Personal AttributesThe ideal candidate should be:

• Committed to Work
• Customer-focused
• Responsible and disciplined
• Honest and transparent
• Proactive in follow-up
• Technically curious and willing to learn
• Good at documentation
• Detail-oriented
• Able to take ownership of problems
• Comfortable working with customers, technicians and OEM teams

Core Principle“Take ownership of the customer complaint from the first call until final resolution.”The After Sales Advisor is expected to ensure that no customer complaint, service request, spare-parts requirement, warranty case or pending follow-up is forgotten or left unattended.