Service Advisor

B.U.Bhandari Motors Pvt. Ltd.; Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

B.U.Bhandari Motors Pvt. Ltd. in Pune seeks a certified service advisor to be the face of the dealership, guiding customers through maintenance and service options while ensuring satisfaction.

You study service history, interact at reception, record verbatim, and perform preliminary diagnosis; you advise on suitable service products and required jobs. You share cost and time estimates, obtain approval, translate requirements into technical instructions, demonstrate status via video, and update

Qualifications

• Bachelor's degree in Automotive/Mechanical Engineering is required.
• 5-6 years of experience in luxury automobile retail market.

Responsibilities

• Study service history and attend customers one day prior.
• Interact with customers at reception and record verbatim; perform preliminary diagnosis.
• Advise customers on suitable service products and required jobs.
• Share cost and time estimates with customers and obtain approval.
• Translate customer requirements into technical instructions with tests and data.
• Demonstrate vehicle status via video call and maintain transparency.
• Update vehicle status to customers during service.
• Follow up with workshop to ensure completion by promised time.
• Handover with clear invoice explanations and obtain customer satisfaction.
• Follow up post-delivery to gather feedback and secure future revenue.

Skills

Interpersonal skills

Initiative

Customer focus

Upselling

Team player

Honesty

Communication

Empathy

Education

Bachelors Degree in Automotive/Mechanical Engineering

Job description

As a certified service advisor you are theface of dealership and play a crucial role in defining customer serviceexperience. You are responsible for generating revenue for dealership byoffering right services as per the requirement and ensure the customersatisfaction by fulfillment of their requirements. You act as best consultantfor customers' service needs. Your key responsibilities are-

1. You study service history ofthe appointed customer and prepare yourself to attend the customer one dayprior.

2. You interact with customersduring reception and perform active reception as per the check sheet, recordcustomers' verbatim and perform preliminary diagnosis in case of specificproblem mentioned by customer.

3. You advise customers forsuitable service product and required jobs to be done as per the customers'need.

4. You share the cost and timeestimate with customers against the requirements given by customers and takeapproval against the same.

5. You translate the customerrequirement in technical instructions with quick test and environment datacollected during reception with the help of Quality Inspector.

6. You exhibit maximumtransparency through video call with customer to show parts to be replaced andvehicle status in workshop.

7. You keep on updating thevehicle status to customers during service.

8. You follow up with the workshopfor completion of job as per promised time.

9. You confirm the readiness ofcar after visual inspection and inform customer about delivery time.

10. You perform handover process byclear explanation of invoice to customers and ensure the satisfaction throughinstant feedback.

11. You call customers after 3 daysof vehicle delivery to know the post service feedback.

12. You have thorough knowledge ofsystems like eDealer, Digital Service Drive and Xentry Portal.

Skills

Social and interpersonalcompetence

• You are extremely loyal tocompany and brand. As a result, you come across as trustworthy and responsible.


• You show a lot of initiative.You are persuasive and can make decisions on your own.


• You professionally implementall Mercedes-Benz specifications on customer oriented conduct.


• You are willing to makecompromises, but can also openly address and constructively solve conflictswith customers and colleagues.


• You are good listener and areempathetic towards customer concerns, requirements and willing to understandcustomer's problem.


• You are Capable of capturingrevenue opportunities through identification of additional work, value addedservices, up-selling of service products with conviction.


• You are team player and capableof liaising with workshop staff for getting the work done in desiredtimeline.


• You are honest with customersand offer them solutions that take time and costs into account.


• You actively approachcustomers, thus showing excellent communication skills.

Method and process competence

• You are good at planning andorganizing. In doing so, you show a high level of skills in processes andsystems.


• You are aware of standardprocesses of reception, handover and follow-up to ensure customer satisfaction.

Technical competence

• You are technically qualifiedto carry out basic checks, diagnosis in vehicle and offer a consultation tocustomers.


• You are capable of transformingcustomer requirements into technical instructions for internal communication.


• You are a critical reviewer ofwork done as per the requirements of customer to meet customer expectations.

Requirements

Qualification& Experience:

• Batchers Degree in Automotive /Mechanical Engineering.


• 5-6 years of experience inLuxury automobile retail market.