Service Advisor

Role Overview

Service Advisor at Galadari Brothers. This role is based at a full-service automotive dealership and focuses on customer-facing service coordination and revenue optimization.

Role Purpose

Ensure high customer satisfaction through professional service delivery, accurate vehicle diagnosis, effective workshop coordination, and maximization of repair and maintenance revenue.

Key Responsibilities

Customer Management

• Manage customer bookings, vehicle reception, and inspections.
• Understand customer concerns through joint inspections and road tests.
• Coordinate accurate diagnosis with the workshop.
• Follow up with customers after service completion.
• Contact lapsed customers to encourage repeat business.

Service Delivery & Quality

• Monitor repair progress and ensure vehicles are completed and delivered within promised timelines.
• Ensure First-Time-Right repairs and minimize rework through proper quality control.
• Explain final invoices, warranty, and goodwill procedures clearly to customers.
• Ensure all required documents, parts, payments, and vehicle preparation are completed before delivery.

Revenue & Sales

• Provide repair estimates and obtain customer approval for additional work.
• Promote maintenance services, optional services, and accessories to maximize revenue.

Administration & Records

• Maintain accurate customer records and update the Dealer Management System (DMS) regularly.
• Maintain professional standards of customer service, appearance, and reception area.

Knowledge & Support

• Maintain updated technical, product, warranty, and recall knowledge through training and technical bulletins.
• Escalate customer concerns to the Service Manager and support timely resolution.
• Perform other duties and special projects assigned by Management.

Qualifications & Experience

• Diploma in Automobile/Mechanical Engineering or Bachelor's degree in Engineering.
• 4–5 years of experience as a Service Advisor or Service Consultant in a reputable automotive dealership.

Skills & Competencies

• Strong technical knowledge of vehicle systems and repair processes.
• Excellent customer service and communication skills.
• Strong analytical and interpersonal skills.
• Strong problem-solving and administrative abilities.
• Proficiency in MS Office and Dealer Management Systems (DMS).