Service Advisor

JOB DESCRIPTION

Position: Service Advisor

Department: Service

Reports To: Service Manager

Location: Maruti Suzuki Authorized Service Center

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JOB SUMMARY

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The Service Advisor acts as the primary point of contact between customers and the workshop. The role is responsible for understanding customer requirements, preparing repair orders, coordinating with technicians, ensuring timely vehicle delivery, promoting value-added services, and delivering an exceptional customer experience while achieving service and revenue targets.

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KEY RESPONSIBILITIES

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1. Customer Handling

• Welcome customers professionally and understand their service requirements.

• Conduct vehicle walk-around inspections with customers.

• Record customer complaints accurately.

• Explain service recommendations and estimated costs.

• Obtain customer approval before carrying out additional repairs.

2. Service Operations

• Prepare accurate Job Cards (Repair Orders).

• Coordinate vehicle repairs with the workshop team.

• Monitor repair progress and ensure timely completion.

• Keep customers informed about repair status.

• Ensure vehicle readiness as per the promised delivery time.

• Perform final vehicle inspection before delivery.

3. Sales & Business Development

• Promote Preventive Maintenance Services (PMS).

• Recommend genuine Maruti Suzuki spare parts.

• Upsell accessories and value-added services.

• Promote Extended Warranty and Motor Insurance renewals.

• Achieve monthly service, labour, and accessory sales targets.

4. Customer Satisfaction

• Maintain high Customer Satisfaction Index (CSI) scores.

• Handle customer complaints effectively.

• Ensure customer issues are resolved promptly.

• Conduct post-service follow-up calls.

• Build long-term customer relationships.

5. Documentation

• Prepare service estimates and repair orders.

• Generate invoices and delivery documents.

• Maintain complete customer service history.

• Ensure warranty documentation is accurate and complete.

• Follow company documentation procedures.

6. Coordination

• Coordinate with Workshop Controller.

• Coordinate with Technicians.

• Coordinate with Parts Department.

• Coordinate with Warranty Executive.

• Coordinate with CRM Team.

• Ensure availability of required spare parts before repairs.

7. Quality & Compliance

• Follow Maruti Suzuki service standards.

• Ensure workshop safety procedures are followed.

• Maintain cleanliness of the reception and delivery area.

• Comply with company policies and standard operating procedures.

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KEY PERFORMANCE INDICATORS (KPIs)

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• Customer Satisfaction Index (CSI)

• Service Revenue Achievement

• Labour Sales

• Accessories Sales

• Preventive Maintenance Package Sales

• Vehicle Delivery on Time

• First-Time Fix Rate

• Customer Complaint Resolution

• Repeat Customer Ratio

• Warranty Compliance

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QUALIFICATIONS

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• Diploma or Bachelor's Degree in Automobile Engineering, Mechanical Engineering, or any Graduate.

• 1–5 years of experience in an automobile dealership/service center preferred.

• Freshers with automobile knowledge may also be considered.

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REQUIRED SKILLS

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• Excellent customer service skills.

• Strong communication and interpersonal skills.

• Good technical knowledge of automobiles.

• Problem-solving ability.

• Time management skills.

• Sales and negotiation skills.

• Computer proficiency (Dealer Management System, MS Office).

• Ability to work under pressure.

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KNOWLEDGE

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• Maruti Suzuki service processes.

• Vehicle maintenance and repair basics.

• Genuine spare parts knowledge.

• Warranty claim procedures.

• Dealer Management System (DMS).

• Customer Relationship Management (CRM).

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CORE COMPETENCIES

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• Customer Focus

• Communication

• Technical Knowledge

• Teamwork

• Planning & Coordination

• Problem Solving

• Sales Orientation

• Quality Focus

• Accountability

• Professional Ethics