Service Advisor

Service AdvisorNinestar SuzukiPositionService Advisor

DepartmentService

Reports ToService Manager

Job PurposeAt Ninestar Suzuki, the Service Advisor is the face of our service department. You are responsible for creating an outstanding customer experience by accurately understanding customer needs, coordinating repairs efficiently, communicating transparently throughout the service journey, and ensuring every customer leaves delighted.

Your role combines customer relationship management, technical understanding, sales of value-added services, and operational coordination to deliver industry-leading service quality.

• Key ResponsibilitiesCustomer ExperienceWelcome every customer warmly and professionally.
• Understand customer concerns and accurately record them on the Job Card.
• Perform a walk-around inspection of the vehicle with the customer.
• Explain service recommendations, estimated costs, and delivery timelines clearly.
• Obtain customer approval before undertaking any additional repairs.
• Keep customers updated proactively throughout the repair process.
• Deliver the vehicle by explaining all work completed and maintenance recommendations.
• Follow up with customers after service to ensure complete satisfaction.
• Workshop CoordinationCoordinate with technicians to ensure quality repairs are completed on time.
• Monitor vehicle progress and minimize turnaround time.
• Ensure required spare parts are available before repairs commence.
• Escalate delays immediately and communicate revised delivery commitments to customers.
• Ensure vehicles are clean and ready before delivery.
• Sales & Customer RetentionEducate customers on Suzuki's recommended maintenance schedule.
• Promote Genuine Suzuki Parts and Accessories.
• Recommend Extended Warranty and Annual Maintenance Contracts (AMC).
• Identify opportunities for preventive maintenance and additional repair work.
• Encourage customers to return for scheduled services at Ninestar Suzuki.
• Build long-term customer relationships that improve retention.
• Digital & Administrative ResponsibilitiesPrepare complete and accurate Job Cards.
• Ensure customer approvals are recorded in the Dealer Management System (DMS).
• Update repair status digitally and maintain complete service history.
• Coordinate with Warranty and Insurance teams whenever required.
• Maintain proper documentation for all repairs and customer approvals.
• Customer Feedback & Online ReputationEncourage satisfied customers to share their service experience through Google Reviews.
• Resolve customer complaints quickly and professionally.
• Work towards achieving excellent Customer Satisfaction (CSI) scores.
• Ensure every customer interaction reflects Ninestar Suzuki's commitment to quality and trust.
• Key Performance Indicators (KPIs)Customer Satisfaction Index (CSI)
• Service Retention %
• Daily Job Cards
• Labour Revenue
• Average Repair Order (ARO) Value
• Genuine Parts Sales
• Accessories Sales
• AMC Sales
• Extended Warranty Sales
• Vehicle Delivery on Promised Time
• First-Time Fix Rate
• Google Review Generation
• Repeat Customer Percentage
• Customer Complaint Resolution Time
• QualificationsPUC / Diploma / ITI / Graduate
• Diploma or ITI in Automobile preferred but not mandatory.
• Experience1–3 years in an automobile dealership preferred.
• Freshers with excellent communication skills and customer-oriented attitude may also apply.
• Skills RequiredExcellent communication in English and Kannada (Hindi is an added advantage)
• Strong customer handling and relationship-building skills
• Basic understanding of two-wheeler mechanics
• Ability to explain technical issues in simple language
• Sales and upselling skills
• Computer literacy (DMS, MS Office, mobile applications)
• Good planning and multitasking ability

Behavioural CompetenciesWe are looking for team members who demonstrate:

• Customer-first attitude
• Integrity and honesty
• Ownership and accountability
• Positive energy and enthusiasm
• Professional grooming and etiquette
• Teamwork and collaboration
• Continuous learning mindset
• Ability to perform under pressure

What Success Looks Like at Ninestar SuzukiA successful Service Advisor:

• Makes every customer feel valued and respected.
• Delivers vehicles on time with quality repairs.
• Builds trust through transparent communication.
• Generates repeat business through exceptional service.
• Consistently achieves revenue and retention targets.
• Contributes to Ninestar Suzuki's reputation as the most trusted two-wheeler service centre.

Why Join Ninestar Suzuki?At Ninestar Suzuki, we believe great service begins with great people. We invest in training, technology, and career growth to help our employees succeed. If you enjoy interacting with customers, solving problems, and being part of a dynamic team, you'll find an exciting career with us.