- Division: Motors Division
- Function: Sales
- Employee Category: Permanent Full Time
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).
