Automotive Service Advisor

Department: Service

Reports to: Service Manager

Location: Dugar Honda Workshop, Chinar Park

Employment type: Full-time

Role SummaryThe Service Advisor is the main link between customers and the workshop. You’ll welcome customers, understand their vehicle concerns, prepare accurate job cards and estimates, keep customers updated while work is in progress, and make sure every Honda vehicle is returned on time, to Honda standards, with a clear explanation of the work done. The role drives customer satisfaction, workshop revenue, and customer retention.

Key Responsibilities

Customer reception and vehicle intake

• Greet customers promptly and professionally at the service reception, in person and by phone
• Listen to customer concerns, ask the right diagnostic questions, and record them accurately on the job card / repair order
• Carry out a walk-around inspection with the customer, noting existing damage, fuel level, mileage, and belongings
• Check vehicle service history, warranty status, and any open Honda recalls or service campaigns

Estimates, job cards and approvals

• Prepare clear, accurate cost and time estimates for periodic maintenance and repairs
• Recommend additional work based on technician findings and Honda maintenance schedules, explaining the value to the customer without pressure
• Obtain customer approval before carrying out any additional work, and document it

Workshop coordination

• Schedule appointments to balance workshop load and technician capacity
• Assign jobs in coordination with the Service Manager / Workshop Controller
• Track job progress, parts availability, and promised delivery times
• Liaise with the parts department on orders, back-orders, and ETAs

Customer communication

• Proactively update customers on progress, delays, and findings
• Explain completed work, charges, and future maintenance needs at vehicle handover
• Handle complaints calmly and escalate where needed, aiming for first-time resolution
• Conduct or arrange post-service follow-up calls

Warranty and administration

• Process warranty, goodwill, and extended-warranty claims according to Honda guidelines
• Close job cards accurately and ensure invoices match work done and parts used
• Maintain accurate records in the Dealer Management System (DMS)
• Handle payments and invoice explanations at vehicle delivery

Performance and standards

• Meet targets for revenue per job card, labour sales, parts sales, and value-added services (e.g. extended warranty, service plans, accessories, detailing)
• Maintain high Customer Satisfaction Index (CSI) scores
• Follow Honda brand standards, dealership policies, and health and safety procedures
• RequirementsDiploma or degree in Automotive / Mechanical Engineering, or equivalent experience
• 2–3 years of experience as a Service Advisor in an authorised automotive dealership (Honda or Japanese brand experience preferred)
• Solid technical understanding of vehicle systems and routine maintenance
• Experience with a Dealer Management System and MS Office
• Valid driving licence
• Fluent in Bengali and Hindi
• Skills and AttributesExcellent communication and listening skills; able to explain technical issues in plain language
• Customer-focused, patient, and professional under pressure
• Strong organisation and time management in a busy workshop environment
• Sales-minded but honest, building long-term customer trust
• Attention to detail with job cards, estimates, and invoices
• Team player who works well with technicians, parts staff, and management
• What We OfferCompetitive salary
• Honda manufacturer training and certification
• Career growth into Senior Service Advisor or Service Manager roles
• Aggressive incentives, ESIC, PF