Position Overview :- Kerchanshe Automotive Division is seeking a highly motivated, customer-focused, and technically competent EV Service Advisor to join its growing Electric Vehicle (EV) Aftersales Service Team.The EV Service Advisor serves as the primary liaison between customers and the service workshop, ensuring exceptional customer experience throughout the vehicle service lifecycle. The position is responsible for accurately identifying customer needs, coordinating repair and maintenance activities, communicating technical information, managing service delivery expectations, and ensuring compliance with manufacturer standards and dealership operational procedures.The ideal candidate will possess extensive dealership experience, strong technical knowledge of electric vehicle systems, and a proven track record of delivering world-class customer service in a fast-paced automotive environment.

KEY RESPONSIBILITIES

Customer Relationship Management

• 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