Service Advisor (2-3 Years)

*1. Role Summary*

Service Advisor is the *face of the workshop*. He is responsible for customer interaction from vehicle reception to delivery, ensuring high customer satisfaction, revenue generation, and adherence to OEM service process.

*Department:* Service

*Reports To:* Service Manager / Workshop Manager

*Team:* 1 SA typically handles 12-15 RO/Day

*2. Core Responsibilities*

*A. Customer Handling & RO Management*

1. Greet customer, understand concern, perform vehicle walk-around with customer

2. Open Job Card, note complaints accurately, record KM, fuel, damages, accessories

3. Explain Periodic Maintenance Schedule, recommend additional jobs, VAS, consumables

4. Provide accurate estimate, take customer consent, and commit delivery time

5. Coordinate with Workshop Controller & Technician for job execution

6. Keep customer updated on job progress, additional estimates

7. Perform final quality check, explain invoice, handover vehicle and take CSI feedback

*B. Revenue & Business Targets*

1. Achieve targets for:

- Labour + Parts Revenue per RO

- Insurance, Extended Warranty, AMC, RSA, VAS, Wheel Alignment/Balancing

- Genuine Accessories & Consumables

2. Upsell based on vehicle condition, not forced selling

*C. Process & Compliance*

1. Follow OEM Service Process 100% - Job Card to DMS closure on same day

2. Follow 21/25 Point Inspection, Road Test, Quality Gate process

3. Ensure proper documentation - Job Card, Gate Pass, Invoice, Warranty forms

4. Maintain grooming, uniform, ID card as per OEM standards

*D. Coordination*

1. Work closely with Spare Parts, Bodyshop, Washbay, Cashier & CRM team

2. Handle customer complaints/escalations & route to Service Manager within TAT

3. Support Service Camps, Free Check-up Camps, Customer Meets

*3. KPIs - How Performance is Measured*

KPI Target Standard

RO per Day 12-15

CSI / SSI Score > 90% / > 900

Revenue per RO As per dealership target

DMS Compliance 100% same day

Repeat / Retention > 70%

*4. Qualification & Skills*

*Education:* Diploma / . / in Automobile / Mechanical OR Graduate with Automotive Experience

*Experience:* 1-4 years as Service Advisor / Technician / CRM. OEM experience preferred.

*Technical Skills:*

- Basic automobile knowledge, PMS chart, Warranty Policy

- DMS & MS-Excel

*Soft Skills:*

- Excellent communication - Hindi, English, Local language

- Customer handling, Negotiation, Time Management

- Target oriented, Disciplined, Presentable

*5. Career Growth*

Service Advisor > Senior Service Advisor > Workshop Controller / Service Manager > GM Service

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• Experience

  2 - 3 Years

• No. of Openings

  2

• Education

  Post Graduate

• Role

  Service Advisor

• Industry Type

  Call Centre / BPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office

• Benefits include

  Flexible Working Hours