Automobile Service Advisor

Service Advisor / Service Sales Executive – Roles & Responsibilities

1. Customer Interaction & Consultation

Greet and assist customers as they enter the service center.

Understand customer complaints, vehicle issues, and service requirements.

Advise customers on recommended services, periodic maintenance, and safety-related repairs.

Explain service estimates, parts pricing, and job timelines clearly.

Ensure a smooth and professional customer experience.

2. Job Card Creation & Service Documentation

Prepare job cards with detailed service requests and customer issues.

Accurately record vehicle information, service history, and customer details.

Ensure proper authorization signatures and approvals.

Update customers’ service status in the system/CRM.

3. Service Upselling & Revenue Generation

Promote value-added services such as:

Engine oil upgrades

AMC (Annual Maintenance Contract)

Extended warranties

Accessories and add-ons

Cleaning and detailing packages

Meet monthly service sales targets.

4. Coordination with Workshop Team

Communicate customer concerns to technicians accurately.

Track the repair progress and ensure timely job completion.

Coordinate with parts department for spare availability.

Test the vehicle after repairs (if required) for quality assurance.

5. Customer Updates & Communication

Keep customers informed about:

Additional repairs needed

Changes in cost estimates

Delays or part availability issues

Take approval before performing additional jobs.

Ensure transparency and trust throughout the service process.

6. Vehicle Delivery Management

Inspect the vehicle before delivery to ensure requested services are completed.

Explain service work done, replaced parts, and service charges.

Provide service reminders and next service due dates.

Ensure customer satisfaction at the time of delivery.

7. Customer Relationship Management

Handle customer complaints and resolve issues promptly.

Follow up with customers post-service for feedback.

Build long-term customer relations to increase repeat footfall.

Maintain high CSI (Customer Satisfaction Index) scores.

8. Reporting & Administrative Tasks

Prepare daily service reports (DSR).

Update job status and billing information in the system.

Maintain proper documentation for warranty claims and insurance jobs.

Attend service meetings and training sessions