Role: Senior Service Engineer/Advisor (Premium Luxury Cars) Automobile

Location: Mumbai

Company: Leading Luxury Premium Cars Services & Maintenance Company

Co. is seeking a highly experienced, customer-focused and presentable Senior Service Engineer / Advisor to join our premium automotive service team. The ideal candidate will have hands on experience with authorized dealerships such as BMW, Volvo, or other luxury automotive brands.

This is a customer-facing role that demands excellent communication in English, in-depth technical knowledge, and a confident, professional demeanor. A well-groomed appearance is essential to maintain the high service standards associated with luxury automotive clients.

Responsibilities:

1. Customer Interaction:

- Act as the primary liaison between customers and the workshop team, ensuring clear and courteous communication.

- Communicate with customers and vendors to understand their service requirements and provide appropriate solutions.

- Handle inquiries, complaints, and feedback related to vehicle service and repairs with a focus on customer satisfaction.

- Educate customers on maintenance schedules, warranty details, and service options available

 2. Technical Support:

- Provide technical assistance and support to customers, dealerships, and internal teams regarding vehicle maintenance, repairs, and troubleshooting.

- Interpret technical manuals, bulletins, and diagnostic procedures to resolve issues effectively.

- Coordinate with service engineers and technicians to ensure timely resolution of complex technical problems.

- Going for test drive on both with technician before work & with customer at the car delivery time.

3. Documentation and Reporting:

- Maintain accurate records of service requests, repairs performed, and parts used for each vehicle additionally suggest repair works if required.

- Generate reports on service activities, technical issues, and customer interactions to track trends and identify areas for improvement.

- Prepare service quotations, invoices, and other documentation on Autorox as required.

4. Training and Development:

- Stay updated on the latest technological advancements in automotive systems and repair techniques.

5. Quality Assurance:

- Ensure compliance with manufacturer's standards, service protocols, and safety regulations.

- Conduct quality checks on repaired vehicles to verify workmanship and performance standards.

6. Inventory Management:

- Monitor and manage inventory levels of spare parts and consumables required for vehicle servicing.

- Coordinate with procurement teams to replenish stock and maintain adequate supply levels.

7. Team Collaboration:

- Collaborate with cross-functional teams including engineering to address customer issues and improve service delivery processes.

- Participate in meetings and contribute insights on technical matters and customer service strategies.

Skills and Qualifications:

- Educational Background (Mandatory): 3 years of full time Diploma to 4 years of Bachelor's degree in Mechanical Engineering/Automobile Engineering, from recognized institute.

- Minimum experience: Minimum 5 years of work experience in a service advisor or service engineer role, specifically with authorized luxury dealerships such as BMW, Volvo, Audi or equivalent German brands.

- Communication Skills: Must possess excellent verbal and written communication skills in English to interact effectively with customers, dealerships, and internal teams.

- Presentational skill: A well-presented, customer-facing personality with a passion for the automotive sector with good personality.

- Personality : Height 5.9 Feet tall, good looking, confident, neat, well-groomed, polished and customer-appropriate appearance.

- Technical Skills: Strong understanding of automotive systems, diagnostic tools, and repair techniques. Proficiency in using computerized diagnostic equipment and software.

- Problem-Solving Ability: Analytical mindset to diagnose complex technical issues and propose effective solutions.

- Organizational Skills: Ability to prioritize tasks, manage time efficiently, and work under pressure to meet service deadlines.

- Customer Focus: Commitment to providing exceptional customer service and maintaining positive relationships with stakeholders.

- Team Player: Ability to work collaboratively in a team environment and contribute to achieving departmental goals.

- Adaptability: Willingness to adapt to changes in technology, industry standards, and job responsibilities as required.