Service Advisor

Job Summary

The Service Advisor functions as the essential liaison between customers and the service workshop at a Maruti Suzuki Authorized Service Center. The role involves understanding and documenting customer vehicle service needs, preparing repair orders, coordinating with technicians to ensure efficient repair operations, and maintaining communication to guarantee timely vehicle delivery. Additionally, the advisor promotes maintenance packages, genuine parts, and extended warranties, aiming to provide excellent customer satisfaction and meet service revenue goals.

Key Responsibilities

• Greet customers professionally and comprehend their service requirements.
• Conduct detailed vehicle inspections alongside customers to identify issues.
• Precisely document customer complaints and discuss service recommendations with cost estimates.
• Secure customer consent prior to performing any supplementary repairs.
• Create accurate job cards and coordinate repair activities with the workshop team.
• Track repair progress, ensure completion within promised timelines, and update customers on service status.
• Perform quality checks before delivering the vehicle.
• Promote preventive maintenance services, genuine spare parts, accessories, extended warranties, and motor insurance renewals.
• Strive to achieve monthly targets for service revenue, labor, and accessory sales.
• Manage customer complaints effectively and conduct follow-up calls post-service to ensure satisfaction and foster long-term relationships.
• Maintain comprehensive service records, invoices, warranty documentation, and adhere to company processes.
• Collaborate with various departments including Workshop Controller, Technicians, Parts, Warranty Executive, and CRM teams to ensure smooth service operations and part availability.
• Uphold Maruti Suzuki’s service standards, workshop safety protocols, and maintain cleanliness in customer areas.

Key Performance Indicators (KPIs)

• Customer Satisfaction Index (CSI)
• Service revenue targets
• Labor and accessory sales
• Sales of preventive maintenance packages
• Timely vehicle delivery
• First-time repair success rate
• Customer complaint resolution
• Repeat customer rate
• Warranty compliance

Qualifications and Experience

• Diploma or Bachelor’s degree in Automobile Engineering, Mechanical Engineering, or any graduate discipline.
• One to five years of experience in automobile dealerships or service centers preferred, but fresh candidates with automobile knowledge may be considered.

Skills and Knowledge

• Strong customer service orientation and interpersonal communication.
• Automobile technical knowledge and problem-solving abilities.
• Time management and sales negotiation skills.
• Computer literacy including Dealer Management Systems and MS Office.
• Understanding of Maruti Suzuki service protocols, vehicle maintenance, genuine parts, warranty procedures, CRM, and DMS software.

Core Competencies and Work Ethics

• Customer focus and communication
• Team collaboration and coordination
• Problem-solving mindset and sales orientation
• Quality awareness, accountability, and professional ethics
• Ability to work effectively under pressure