EV Service Advisor
Job Description
Serve as the first point of contact for customers visiting the service center.
Deliver a premium customer experience aligned with dealership and manufacturer standards.
Build and maintain long-term customer relationships to promote loyalty and retention.
Conduct professional vehicle reception and customer interviews to accurately identify customer concerns.
Explain service procedures, repair requirements, maintenance schedules, and estimated completion times.
Manage customer expectations regarding repair timelines, parts availability, warranty coverage, and service costs.
Address customer complaints and concerns professionally and ensure timely resolution.
Conduct customer follow-up after service completion to verify satisfaction and identify improvement opportunities
Service Reception and Work Order Management
Open, prepare, and process repair orders according to dealership policies and OEM requirements.
Perform vehicle walk-around inspections with customers and document vehicle condition.
Accurately record customer concerns, symptoms, and service requests.
Ensure repair orders contain complete and precise information to support technician diagnosis and repair.
Obtain customer approvals for additional repairs and associated costs.
Monitor repair progress and maintain continuous communication with customers.
Ensure all repair orders are closed accurately and completely.
Electric Vehicle Technical Support
Demonstrate a strong understanding of EV technologies including:High-voltage battery systems
Electric powertrain systems
Battery thermal management systems
Regenerative braking systems
Charging systems and charging infrastructure
EV software updates and diagnostics
Battery health monitoring and performance assessment
Interpret diagnostic findings and communicate technical information clearly to customers.
Coordinate with EV-certified technicians to ensure efficient diagnosis and repair.
Explain manufacturer maintenance requirements and recommended service intervals.
Educate customers on EV operation, charging practices, battery care, and vehicle maintenance.
Workshop Coordination
Coordinate daily workflow between customers, technicians, parts department, and warranty administration teams.
Monitor workshop loading and repair status to maximize productivity and efficiency.
Ensure availability of parts and resources required to complete repairs.
Escalate complex technical issues to workshop management when necessary.
Support effective scheduling of appointments to optimize workshop capacity utilization.
Warranty and Manufacturer Compliance
Ensure all warranty repairs are documented and processed according to manufacturer requirements.
Verify warranty eligibility and communicate warranty coverage to customers.
Maintain compliance with OEM service standards, policies, and technical procedures.
Support dealership quality assurance initiatives and service audits.
Ensure proper documentation for warranty claims and manufacturer reporting.
Service Sales and Business Development
Identify opportunities for additional service, maintenance, and accessory sales.
Promote preventive maintenance programs and service campaigns.
Support achievement of departmental revenue and profitability objectives.
Contribute to customer retention and repeat business initiatives.
Participate in customer satisfaction and service marketing programs
Health, Safety and Environmental Compliance
Ensure strict adherence to EV high-voltage safety procedures.
Promote a safe working environment in accordance with dealership and regulatory requirements.
Support environmental sustainability initiatives and proper handling of EV components and batteries.
Maintain awareness of evolving EV safety standards and regulations
About You
Qualification and Skills
Education:-
Bachelor of Science (BSc) Degree in Automotive Engineering,Automotive Technology,Mechanical Engineering,Electromechanical Engineering Or a closely related engineering discipline.
Experience
Minimum of five (5) years progressive experience as a Service Advisor within a reputable automotive dealership or OEM-authorized service center.
Demonstrated experience working with Electric Vehicle service operations.
Experience handling customer-facing aftersales activities in a dealership environment.
Proven experience managing repair orders, workshop coordination, and customer relationship management
Preferred
Experience with premium automotive brands.
Experience in EV assembly, manufacturing, or distributor operations.
Experience in a multi-brand dealership environment.
Experience supporting corporate fleet customers
