Automotive Service Advisor - Electric 3-Wheeler

Overview

We seek a diligent and customer-oriented Service Advisor for our Electric 3-Wheeler Service Center. This full-time role involves managing customer interactions, coordinating vehicle servicing, handling complaints, updating the Dealer Management System (DMS), overseeing spare parts inventory, and ensuring prompt completion of service tasks.

Key Duties

• Interact professionally with customers to accurately capture their vehicle issues and service requirements.
• Record vehicle details and customer complaints upon vehicle receipt thoroughly.
• Generate and maintain job cards and complaint records within the DMS.
• Collaborate with technicians to diagnose and resolve vehicle issues efficiently.
• Consistently track ongoing job cards to guarantee vehicle delivery meets promised timelines.
• Keep customers updated on repair progress, estimated completion times, and other relevant information.
• Ensure punctuality and meet deadlines for all assigned responsibilities.
• Maintain comprehensive records covering vehicle servicing, warranties, spare parts, and customer complaints.
• Monitor and manage spare parts inventory, coordinating replenishments as needed.
• Prepare detailed daily and weekly service reports using Microsoft Excel.
• Accurately maintain customer and vehicle data in both Excel sheets and DMS software.
• Coordinate with warranty, technical, parts, and OEM teams when necessary.
• Handle customer escalations tactfully to uphold satisfaction.
• Complete all documentation and formally close job cards upon job completion.
• Adhere strictly to service center standard operating procedures, safety protocols, and company policies.

Qualifications & Experience

Preferred educational background includes graduation, diploma, or ITI certification. Candidates with 1 to 3 years of experience in automobile or EV service environments are favored. However, fresh graduates with strong computer competency and customer service aptitude will also be considered.

Required Skills

• Proficient in advanced Microsoft Excel functions including VLOOKUP, XLOOKUP, filtering, sorting, and dashboard/report creation.
• Competent in using Microsoft Word and fundamental computer operations.
• Experience with Dealer Management System (DMS) software or ability to quickly adapt.
• Effective communication and customer service skills, including professional email drafting.
• Strong coordination and follow-up capabilities.
• Ability to manage multiple vehicle cases and complaints simultaneously.
• Excellent time management and accountability in completing tasks within set turnaround times.

Desirable Profile

• Previous experience as a Service Advisor, Service Executive, or Customer Service Executive at automobile or EV service centers.
• Experience with Electric 3-Wheelers, E-Rickshaws, or EV vehicles is advantageous.
• Basic understanding of vehicle servicing, spare parts, warranty claims, and repair workflows.
• Customer-friendly attitude coupled with discipline, punctuality, and a results-driven mindset.

Performance Indicators

• High customer satisfaction and efficient complaint resolution.
• Timely creation and closure of job cards in DMS.
• Ensuring vehicle deliveries meet committed schedules.
• Effective follow-up on pending vehicle repairs.
• Accuracy in managing service center inventory.
• Proper documentation and reporting of service activities.
• Proactive communication and resolution of escalations.
• Consistent on-time completion of tasks and reduction of repeat complaints.