Service Coordinator

Job Title: Service Advisor / Coordinator

Department: After-Sales / Service

Reports To: Service Manager

Job Summary

The Service Advisor acts as the liaison between customers and the workshop, ensuring excellent customer service by understanding vehicle concerns, recommending appropriate maintenance and repairs, preparing estimates, and coordinating with technicians to deliver quality service on time.

• Key ResponsibilitiesWelcome customers and understand their vehicle service requirements.
• Conduct a preliminary inspection and document customer concerns.
• Prepare repair orders and service estimates.
• Explain recommended repairs, maintenance schedules, and associated costs.
• Obtain customer approval before commencing repairs.
• Coordinate with workshop technicians to ensure timely completion of jobs.
• Keep customers informed about service progress and any additional work required.
• Ensure accurate invoicing and explain completed work during vehicle delivery.
• Handle customer complaints professionally and ensure high customer satisfaction.
• Maintain service records and follow company policies and manufacturer guidelines.
• Promote value-added services, accessories, and maintenance packages.
• QualificationsDiploma/Bachelor's degree in Mechanical or Automobile Engineering (preferred).
• 2–5 years of experience as a Service Advisor or in automotive customer service.
• Knowledge of automotive systems, repairs, and maintenance.
• Familiarity with Dealer Management Systems (DMS) is an advantage.

Required Skills

• Excellent communication and interpersonal skills.
• Strong customer service orientation.
• Basic technical knowledge of automobiles.
• Sales and negotiation skills.
• Problem-solving and conflict resolution.
• Computer proficiency (MS Office, DMS software).
• Time management and multitasking abilities.
• Key Performance Indicators (KPIs)Customer Satisfaction (CSI) Score
• Service Revenue Generation
• Labour Sales and Parts Sales
• Vehicle Delivery Turnaround Time
• Repeat Customer Rate
• First-Time Fix Rate
• Customer Complaint Resolution

Preferred Industries

• Automobile dealerships
• Commercial vehicle service centers
• Multi-brand workshops
• Fleet maintenance companies