Service Advisor

Key Responsibilities of a Service Advisor at Ather Service CenterCustomer Interaction & AdministrationGreet and assist customers, clearly understanding and noting their service requirements.Explain service details, including procedures, cost estimates, timelines, and expected outcomes.Create, manage, and close job cards in the system.Service CoordinationEstimate labor and parts, often coordinating with insurance surveyors if required.Allocate work and follow up with workshop teams and spare parts departments to ensure smooth, timely completion.Ensure quality control—authorizing rework if necessary and certifying job completion.Point of Contact & CommunicationServe as the single point of contact for customers.Maintain records of customer communication, service details, corrective actions, and invoices.Follow up with customers post-service for feedback and satisfaction, and manage warranty or insurance documentation. Technical Knowledge & UpsellingLeverage mechanical and EV-specific knowledge (battery, motor, electronics, brakes, etc.) to guide service decisions and advise customers.Upsell maintenance packages, accessories, or other beneficial services to customers based on their scooter’s condition.Key Performance IndicatorsEnsure that work is completed within specified cost, time, and quality standards.Drive customer satisfaction, ensuring service execution aligns with expectations.Summary Table of Core DutiesArea ResponsibilitiesCustomer LiaisonWelcome customers, understand needs, manage expectations around cost, time.Administrative OversightOpen job cards, manage workflows, coordinate parts & workshop teams.Quality AssuranceMonitor service quality, authorize rework, ensure proper job completion.Communication & Follow-up. Keep clients informed, collect feedback, process warranty/insurance.Technical Competence & SalesAdvise on EV-specific issues, upsell relevant services or accessories.Performance MetricsFocus on completing work efficiently, within budget, and achieving satisfactionBringing It All TogetherRoleAt an Ather Service Center, the Service Advisor plays a pivotal role bridging the customer and the technical team. You ensure:A transparent and comfortable experience for the scooter owner.Efficient and quality-focused operation in the service bay.Effective communication, from initial drop-off through handover.