Job Description

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).