Service Advisor

Job Summary: As a certified service advisor you are the face of dealership and play a crucial role in defining customer service experience. You are responsible for generating revenue for dealership by offering the right services as per the requirement and ensure the customer satisfaction by fulfillment of their requirements. You act as best consultant for customers’ service needs. Your

key responsibilities

• are:
• You study service history of the appointed customer and prepare yourself to attend the customer one day prior.
• You interact with customers during reception and perform active reception as per the check sheet, record customers’ verbatim and perform preliminary diagnosis in case of specific problem mentioned by customer.
• You advise customers for suitable service product and required jobs to be done as per the customers’ need.
• You share the cost and time estimate with customers against the

requirements

given by customers and take approval against the same.

• given by customers and take approval against the same.
• You translate the customer requirement in technical instructions with quick test and environment data collected during reception with the help of Quality Inspector.
• You exhibit maximum transparency through video call interaction with customers during pre-reception, reception, in –repairs and pre-delivery.
• You keep on updating the vehicle status to customers during service.
• You follow up with the workshop for completion of job as per promised time.
• You confirm the readiness of car after visual inspection and inform customer about delivery time.
• Taking a test drive after the repairs, if required or as requested by the customer.
• You perform handover process by clear explanation of invoice to customers and ensure the satisfaction through instant feedback.
• You call customers after 3 days of vehicle delivery to know the post service feedback.
• You have thorough knowledge of systems like eDealer, Digital Service Drive and Entry Portal

Requirements

Qualification &

Experience:

• Batchers Degree in Automotive / Mechanical Engineering.
• 5-6 years of

experience

in Luxury automobile retail market.

• in Luxury automobile retail market.
• Certified Service Advisor training 2/2

Skills

Social and interpersonal competence

• Social and interpersonal competence
• You are extremely loyal to company and brand. As a result you come across as trustworthy and responsible.
• You show a lot of initiative. You are persuasive and are able to make decisions on your own.
• You professionally implement all Mercedes-Benz specifications on customer oriented conduct.
• You are willing to make compromises, but can also openly address and constructively solve conflicts with customers and colleagues.
• You are good listener and are empathetic towards customer concerns,

requirements

and willing to understand customer’s problem.

• and willing to understand customer’s problem.
• You are Capable of capturing revenue opportunities through identification of additional work, value added services, up-selling of service products with conviction.
• You are team player and capable of liaising with workshop staff for getting the work done in desired timeline.
• You are honest with customers and offer them solutions that take time and costs into account.
• You actively approach customers, thus showing excellent communication skills. Method and process competence
• You are good at planning and organizing. In doing so, you show a high level of

skills

in processes and systems.

• in processes and systems.
• You are aware of standard processes of reception, handover and follow-up to ensure customer satisfaction. Technical competence
• You are technically qualified to carry out basic checks, diagnosis in vehicle and offer a consultation to customers.
• You are capable of transforming customer

requirements

into technical instructions for internal communication.

• into technical instructions for internal communication.
• You are a critical reviewer of work done as per the

requirements

of customer to meet customer expectations

Benefits

Benefits :

. Bonus . Provident Fund . Incentives

and ensure the customer satisfaction by fulfillment of their requirements. You act as best consultant for customers’ service needs. Your

key responsibilities

• are:
• You study service history of the appointed customer and prepare yourself to attend the customer one day prior.
• You interact with customers during reception and perform active reception as per the check sheet, record customers’ verbatim and perform preliminary diagnosis in case of specific problem mentioned by customer.
• You advise customers for suitable service product and required jobs to be done as per the customers’ need.
• You share the cost and time estimate with customers against the

requirements

given by customers and take approval against the same.

• given by customers and take approval against the same.
• You translate the customer requirement in technical instructions with quick test and environment data collected during reception with the help of Quality Inspector.
• You exhibit maximum transparency through video call interaction with customers during pre-reception, reception, in –repairs and pre-delivery.
• You keep on updating the vehicle status to customers during service.
• You follow up with the workshop for completion of job as per promised time.
• You confirm the readiness of car after visual inspection and inform customer about delivery time.
• Taking a test drive after the repairs, if required or as requested by the customer.
• You perform handover process by clear explanation of invoice to customers and ensure the satisfaction through instant feedback.
• You call customers after 3 days of vehicle delivery to know the post service feedback.
• You have thorough knowledge of systems like eDealer, Digital Service Drive and Entry Portal

Requirements

Qualification &