Service Advisor

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: - ( - )

Experience: 3+ yrs

Location: Goregaon, Maharashtra, India

Job Type: Full-time

We are looking for an experienced and customer-focused Service Advisor to manage the end-to-end service experience for automotive customers. The role involves understanding customer concerns, coordinating vehicle inspections and repairs, preparing service estimates, communicating repair requirements, and ensuring vehicles are delivered within agreed timelines and quality standards.

The ideal candidate will have strong knowledge of automotive service operations, excellent customer-handling skills, and the ability to effectively coordinate between customers, technicians, service teams, and other stakeholders. You will play a key role in delivering a professional, transparent, and high-quality service experience while supporting workshop productivity and customer satisfaction.

Key Responsibilities

• Act as the primary Service Advisor and point of contact for customers visiting the workshop.
• Receive vehicles, understand customer complaints, and accurately document concerns in job cards.
• Conduct initial vehicle assessments and coordinate with technicians for detailed diagnosis.
• Explain recommended repairs, maintenance requirements, technical findings, and estimated costs to customers.
• Prepare accurate service estimates and obtain customer approvals before proceeding with chargeable work.
• Coordinate with workshop technicians to ensure repairs and maintenance are completed correctly and on schedule.
• Monitor service progress and provide timely updates to customers regarding delays, additional repairs, or changes in estimates.
• Coordinate road tests, inspections, quality checks, and final vehicle readiness before delivery.
• Ensure vehicles are delivered within committed timelines while maintaining service quality standards.
• Prepare and explain invoices, service charges, replaced parts, and completed work to customers.
• Handle customer questions, complaints, and service-related concerns professionally and ensure timely resolution.
• Maintain accurate customer, vehicle, service history, job-card, and billing records.
• Follow established workshop processes, safety standards, quality procedures, and manufacturer/service guidelines.
• Identify additional maintenance or repair requirements and recommend relevant services based on vehicle condition.
• Follow up with customers after service to understand satisfaction and address unresolved concerns.
• Coordinate with parts, warranty, insurance, billing, and workshop teams when required.
• Contribute to customer retention, repeat service visits, and overall workshop performance.

What Makes You a Great Fit

• 3+ years of experience as a Service Advisor or in a similar customer-facing role within the automotive industry.
• Strong understanding of vehicle servicing, preventive maintenance, diagnostics, repairs, and workshop operations.
• Proven experience managing customers throughout the complete automotive service lifecycle.
• Strong ability to understand vehicle complaints and communicate technical information in simple, customer-friendly language.
• Experience creating job cards, service estimates, repair orders, and service documentation.
• Good knowledge of automotive parts, service procedures, and maintenance schedules.
• Strong customer relationship and complaint-resolution skills.
• Excellent communication, interpersonal, negotiation, and coordination abilities.
• Ability to work effectively with technicians, workshop teams, parts teams, and customers.
• Strong attention to detail with a focus on service quality and customer satisfaction.
• Ability to manage multiple vehicles, customer requests, priorities, and service timelines simultaneously.
• Good commercial awareness and ability to identify relevant service opportunities without compromising customer trust.
• Comfortable working in a fast-paced automotive workshop environment.
• Strong problem-solving skills and a proactive approach to resolving service issues.
• Proficiency in basic computer applications and workshop/service management systems.
• Professional, customer-oriented approach with a strong sense of ownership and accountability.