Service Advisor

I. Job Purpose: To ensure high customer satisfaction through professional service, accurate diagnosis, effective workshop coordination, and maximizing repair and maintenance revenue.

Key Responsibilities

Manage customer bookings, vehicle reception, inspections, and repair orders. Understand customer concerns through joint inspections/road tests and coordinate accurate diagnosis. Provide repair estimates and obtain customer approval for additional work. Promote maintenance services, optional services, and accessories to maximize revenue.

Monitor repair progress and ensure vehicles are completed and delivered within promised timelines. Ensure First-Time-Right repairs and minimize rework through proper quality control. Maintain accurate customer records and update the DMS regularly. Ensure all required documents, parts, payments, and vehicle preparation are completed before delivery.

Explain final invoices, warranty, and goodwill procedures clearly to customers. Follow up with customers after service and contact lapsed customers to encourage repeat business. Maintain updated technical, product, warranty, and recall knowledge through training and technical bulletins. Escalate customer concerns to the Service Manager and support timely resolution.

Maintain professional standards of customer service, appearance, and reception area. Perform other duties and special projects assigned by Management. Education, Experience & Skills: Diploma in Automobile/Mechanical Engineering or Bachelor’s degree in Engineering. 4–5 years of experience as a Service Advisor/Service Consultant in a reputable automotive dealership.

Strong technical knowledge of vehicle systems and repair processes. Excellent customer service, communication, analytical, and interpersonal skills. Strong problem-solving and administrative abilities. Proficiency in MS Office and Dealer Management Systems (DMS).