Automotive Service Advisor

About the Role

The Automotive Service Advisor will serve as the key liaison between tractor customers and the dealership's service department. This role involves understanding and documenting customer service needs post-sale, managing complaints in coordination with technicians and Original Equipment Manufacturers (OEMs), generating repair estimates, preparing job cards, managing warranty claims, and ensuring prompt and satisfactory resolution of customer issues per company Standard Operating Procedures (SOPs). Additional responsibilities include assisting in spare parts identification and procurement, monitoring parts and lubricant inventory, performing data entry in the Dealer Management System (DMS), and preparing daily after-sales reports.

Key Responsibilities

• Handle incoming customer inquiries and complaints via phone, WhatsApp, walk-ins, and other channels to understand and accurately register service requests and parts requirements.
• Collaborate with service technicians and OEMs to resolve technical issues, ensuring complaints are addressed within stipulated turnaround times (TAT).
• Serve as the primary customer contact for workshop services, preparing detailed job cards and clearly communicating repair needs and estimates.
• Maintain precise records of all service requests, complaints, warranty claims, and spare part orders within the Dealer Management System.
• Accurately identify warranty-eligible cases, compile necessary documentation, and coordinate warranty claim submission and follow-up with OEMs.
• Study and interpret spare parts catalogs and manuals to correctly identify and order parts, ensuring timely procurement and inventory management.
• Monitor spare parts and lubricant inventory levels, prevent stock-outs and excess inventory, and assist with stock audits and documentation.
• Maintain professional communication with OEM technical teams, escalate unresolved issues appropriately, and comply with OEM guidelines and technical instructions.
• Prepare and submit comprehensive daily reports outlining customer complaints, pending and resolved jobs, warranty claims, spare parts status, inventory issues, and customer follow-ups.

Customer Service Expectations

• Maintain respectful and professional interactions with every customer.
• Listen attentively and provide honest, reliable information about repair timelines, parts availability, and warranty matters.
• Ensure ownership of each complaint until full resolution.
• Adhere strictly to company SOPs, avoiding unauthorized commitments.
• Develop positive relationships that encourage repeat business and customer loyalty.

Performance Metrics

• Effectiveness in resolving customer complaints promptly and satisfactorily.
• Accurate and timely data entry and job card management.
• Warranty claim accuracy and adherence to deadlines.
• Spare parts identification and order fulfillment precision.
• Inventory management accuracy and daily reporting reliability.
• Consistent customer follow-up and reduction in repeat complaints.

Required Qualifications and Experience

• Diploma, ITI, or Graduate degree in Automobile, Mechanical, Agricultural Engineering, or a closely related discipline.
• Preferred experience of 1-3 years in tractor, automobile, or agricultural machinery service, dealership service, spare parts, or customer service.
• Open to fresh graduates with strong technical aptitude and communication capabilities.

Essential Skills and Competencies

• Effective communication and customer interaction skills.
• Basic technical knowledge of tractors and agricultural machinery including model variants and specifications.
• Ability to interpret spare parts catalogues and user manuals.
• Proficiency with computers, particularly Dealer Management Systems and MS Excel.
• Strong follow-up, coordination, and problem-solving abilities.
• Detail-oriented approach, especially in part identification, warranty documentation, and data entry.
• Capability to manage multiple cases under pressure and collaborate with customers, technicians, parts teams, and OEM representatives.

Personal Attributes

• Committed and responsible work ethic.
• Customer-centric and honest communication style.
• Proactive in follow-ups and continuous learning.
• Detail-conscious and disciplined with documentation.
• Ownership mindset and technical curiosity.