Job Summary:

We are looking for a customer-focused and technically aware Service Advisor to manage customer service requirements, coordinate vehicle servicing and repairs, and ensure timely resolution of customer complaints. The ideal candidate should have good communication skills, basic automotive/EV knowledge, and the ability to coordinate effectively with technicians and customers.

Key Roles & Responsibilities:

Customer Handling

Greet customers and understand their vehicle/service requirements.
Record customer complaints and service requests accurately.
Explain service procedures, estimated costs, and expected delivery timelines.
Maintain professional relationships with customers and ensure a positive service experience.

Vehicle Inspection & Job Card

Conduct initial vehicle inspection and identify reported issues.
Prepare detailed job cards based on customer complaints and inspection findings.
Clearly communicate additional repair requirements to customers before proceeding.

Service Coordination

Coordinate with Service Technicians for vehicle diagnosis, repair, and maintenance.
Monitor the progress of vehicles under service.
Ensure vehicles are serviced and delivered within the committed timeline.
Follow up with technicians regarding pending jobs and spare-parts requirements.

Technical Coordination

Have basic knowledge of EV components such as battery, motor, controller, charger, wiring, and electrical systems.
Understand common vehicle faults and assist in communicating technical issues to customers.
Escalate complex technical problems to the Service Manager or Technical Team.

Customer Complaint Resolution

Handle customer complaints professionally and ensure timely resolution.
Follow up with customers after service to confirm satisfaction.
Escalate unresolved or repeated complaints to the appropriate authority.

Billing & Documentation

Coordinate with the billing team for service invoices and payments.
Maintain accurate service records, job cards, estimates, and delivery documents.
Ensure proper documentation of warranty and paid-service claims.

Spare Parts Coordination

Coordinate with the spare-parts team for required parts.
Track parts availability and communicate delays to customers.
Ensure replaced parts and service materials are properly documented.

Warranty & AMC Support

Process warranty-related service requests as per company policy.
Maintain proper documentation for warranty claims.
Coordinate AMC/service-package activities and customer follow-ups.

Vehicle Delivery

Conduct final checks before vehicle delivery.
Explain completed repairs and maintenance work to the customer.
Ensure customer approval/sign-off at the time of vehicle delivery.

Reporting & MIS

Prepare daily service reports and pending-job reports.
Track service turnaround time, repeat complaints, customer satisfaction, and vehicle delivery status.
Share regular updates with the Service Manager.

Key Performance Indicators (KPI)

Customer satisfaction and complaint resolution
Service turnaround time
Number of vehicles serviced/delivered
Repeat complaint percentage
Service revenue
Warranty claim accuracy
Pending job reduction
Customer follow-up and retention
Quality of service documentation

Required Skills

Good communication and customer-handling skills
Basic knowledge of automotive/EV systems
Problem-solving and coordination skills
Good knowledge of MS Office/Excel
Ability to work under pressure
Strong follow-up and time-management skills
Professional and customer-oriented attitude

Qualification

Diploma/B.Tech in Automobile, Mechanical, Electrical, Electronics, or a related field is preferred.

Experience: 1-2 years in automotive service, EV service, dealership, or a similar customer-facing service role.