Service Advisor

The Service Advisor serves as a liaison between customers and the dealership's service department. They are responsible for understanding customer vehicle issues, recommending appropriate services and repairs, and ensuring customer satisfaction throughout the service process.

Duties and Responsibilities:

Customer Interaction:

• Greet customers courteously and inquire about their vehicle issues.
• Listen to customer concerns, ask relevant questions, and document the details of the vehicle problems.
• Clearly explain automotive issues and the recommended repairs or services to customers, using non-technical language.
• Provide accurate estimates of repair costs and timeframes for service completion.

Service Recommendations:

• Consult service manuals and technical documentation to provide accurate service recommendations to customers.
• Advise customers on necessary and recommended services based on vehicle mileage, manufacturer guidelines, and inspection results.
• Explain the benefits and importance of preventive maintenance services to customers.

Appointment Scheduling:

• Schedule appointments for vehicle repairs and maintenance services.
• Coordinate with the service department to ensure timely allocation of resources and completion of services.
• Keep customers informed about the status of their vehicles and any changes in the service timeline.

Parts and Labor Estimation:

• Prepare detailed and accurate repair estimates, including the costs of parts, labor, and additional services.
• Provide quotes to customers and obtain their approval before initiating repairs.
• Verify parts availability and order necessary components for repairs.

Customer Service and Satisfaction:

• Ensure high levels of customer satisfaction by addressing customer concerns and resolving issues promptly.
• Follow up with customers after service to ensure their satisfaction and address any post-service concerns.
• Handle customer complaints professionally and escalate issues to management if necessary.

Documentation and Record Keeping:

• Maintain detailed records of customer interactions, service requests, repairs performed, and parts used.
• Prepare and process service invoices, ensuring accuracy in billing and customer information.
• Collaborate with the accounting department for proper invoicing and payment processing.

Technical Knowledge:

• Stay updated on automotive technology, service procedures, and industry trends.
• Collaborate with technicians and mechanics to understand complex technical issues and explain them to customers accurately.

Sales and Upselling:

• Identify opportunities for upselling additional services or accessories based on customer needs and vehicle condition.
• Promote service packages, maintenance plans, and dealership promotions to customers.
• Meet or exceed sales targets and service department revenue goals.

Record faults and service requirements based on manufacturer recommendation and when agreed to record the requirement correctly on job card to avoid any ambiguity affecting the quality of repair.

Organize inspection upon completion of the job to ensure the quality of the job meets the prescribed standard and to satisfy the customer that the job has been carried out as desired.

Deliver the vehicle in most courteous manner once the job has been completed to the entire satisfaction of the customer and authorities of the workshop to ensure continuity of business.

Keep the customers constantly posted on the status of the back order parts, their actual date and time of arrival to assure customer of the company genuine interest in sorting out his problem so as retain customer‘s confidence.

Keep customers periodically informed about the work progress and deliver vehicles after collecting the repair charges / LPO/ IPO.

Ensure customer/representative name, signature are obtained on receiving form, job card, gate pass etc.

Ensure customer name, signature etc are obtained on the required disclaimers as per company policy