Job description

Overview Of The Role:

• As a Service Advisor in the Truck Division - FAMCO, you are responsible for interfacing with customers to document service requests, providing detailed job explanations, preparing job cards, and coordinating with the workshop to ensure timely job completion. You will play a pivotal role in meeting service and sales revenue targets while maintaining high customer satisfaction scores. Your role involves delivering vehicles with clear invoice explanations and ensuring customers are well-informed and satisfied with the service. High standards of communication and problem-solving are essential to excel in this role.

What You Will Do:

Customer Interaction

• Attend promptly and greet customers with a smile.
• Ask open-ended questions and record customer requests promptly.
• Collect accurate symptoms of complaints from the customer for quick resolution.
• Empathize and clarify customer requests.

Repair Order Management

• Ensure an adequate number of repair orders as per business flow.
• Explain the content of work in detail to the customer.
• Check workshop situation and promise delivery time.
• Provide proper cost estimate and delivery time to the customer.

Active Delivery and Coordination

• Keep promised delivery time to customers.
• Coordinate with workshop foreman to ensure timely completion of repairs.
• Ensure invoice matches work performed and explain it to customers.
• Inform customer after work completion and agree on pick up time.
• Deliver the vehicle in person.

Service Revenue Targets

• Ensure achievement of service revenue targets.
• Promote value-added services.
• Maintain monthly overdues within agreed targets.

Customer Satisfaction

• Achieve high standards of customer service values.
• Resolve customer concerns promptly to ensure satisfaction.

Skills

Required Skills To Be Successful:

• Automotive dealer business process knowledge.
• Strong interpersonal and customer handling skills.
• Proficiency in MS Office and ERP systems.
• Technical understanding and problem-solving abilities.

What Qualifies You For The Role:

• Diploma or Bachelor of Automobile/Mechanical Engineering.
• 3 to 5 years of overall experience with an automobile dealership, with at least 3 years in the service department as a Service Advisor, preferably with trucks/commercial vehicles.
• Knowledge of automotive dealer/distributor business processes, MS Office, ERP skills, and SAP system.
• Strong customer handling, communication skills, logical thinking ability, and technical understanding.