Service Advisor

The Mechanical Service Advisor acts as the primary liaison between the customer and the workshop. You are responsible for greeting customers, diagnosing their vehicle concerns, and translating those needs into clear technical instructions for the mechanics. Your goal is to ensure high levels of customer satisfaction (CSI) while achieving departmental revenue targets through ethical service recommendations.

Key Responsibilities

• Customer Intake & Diagnosis: Greet customers professionally and conduct a detailed "Walk-Around" inspection. Use open-ended questions to understand mechanical issues (noises, vibrations, performance drops).
• Job Card Preparation: Create accurate and detailed Job Cards/Repair Orders (RO) in the DMS (Dealer Management System), ensuring all customer concerns are documented clearly for the technicians.
• Cost Estimation & Approval: Provide customers with transparent estimates for parts, labor, and time. Obtain documented approval before commencing any additional work discovered during the repair process.
• Workflow Coordination: Liaise with the Shop Foreman and Technicians to monitor repair progress. Ensure that "Promised Delivery Times" are met.
• Technical Consultation: Explain complex mechanical repairs and maintenance requirements to customers in simple, non-technical language.
• Value-Added Services: Recommend necessary preventive maintenance, value-added services (e.g., wheel alignment, engine coating), and genuine accessories based on vehicle age and condition.
• Vehicle Delivery: Conduct a final quality check before the customer arrives. Explain the invoice in detail, highlighting the work performed and the parts replaced.