Service Advisor

Purpose:

To maximize revenue by effectively promoting and providing honest recommendations on additional services or products, highlighting their unique features and advantages offered to our service center customers. This also helps boost revenue for the service department and enhances overall business profitability. Serves as a liaison between customers and the service department and acts as a brand ambassador. Efficiently relaying vehicle issues and repair time frames to customers and conveying customer concerns to the service department. Demonstrates exceptional customer service abilities and a keen emphasis on optimizing post-sale revenue by emphasizing supplementary services and client retention to improve the overall customer experience.

Strategic:

1. Meeting and greeting customers: Serves as the initial point of contact for customers when they arrive at the service department. Offers a warm welcome, promptly addresses any issues, and maintains clear and effective communication throughout the service process.
2. Emphasizes the importance of providing exceptional customer service, offering personalized recommendations, and fostering strong customer relationships to ensure loyalty and retention.
3. Schedule customer appointments and manage the service department's schedule efficiently to ensure that all customers are serviced in a timely manner.
4. Suggest necessary maintenance and part replacement, explain the benefits of the proposed services, respond to client inquiries, decide on estimation, discounts, and advise customers on make and model where viable, as well as repair and service estimates.
5. Inform the customer about the tasks that need to be completed and ensure their approval before proceeding with vehicle testing. Clearly state the total cost in the quotes and obtain customer buy-in before moving forward with the repair process.

Operational:

1. Fill the 'T' Card with all details of jobs to be carried out with the repair estimate and fix delivery date by considering the availability of spare parts and manpower.
2. Ensure all repairs are carried out as per the Job Card before the committed delivery time. Intimate and take prior approval from the customer for any repair not discussed earlier.
3. Streamline communication between customers and technicians to ensure that customer concerns and service requests are properly conveyed, and that information about repairs and service updates is promptly shared with customers.
4. Work closely with the Parts advisor to ensure the availability of necessary spare parts and efficiently coordinate the work to streamline the process, resulting in accurate timelines for servicing and repair.

People Management:

Manage customer complaints, escalations, feedback, and updates. Ensure correct information and service history is maintained.

Education & Skills:

• Diploma or Degree in Automobile or Mechanical Engineering
• Technical background knowledge in new technology
• 3 to 5 years of experience as a Mechanical Service Advisor in the Automobile Industry