EV-Service Advisor

Job Responsibilities: Identify and assess electric vehicle (EV) concerns by listening to customers, clarifying reported symptoms, reviewing vehicle maintenance records, and coordinating vehicle inspections and diagnostic checks with the technical team. Understand EV-specific systems, including high-voltage batteries, electric motors, charging systems, and regenerative braking, to communicate customer concerns effectively to the workshop team. Coordinate with EV technicians to ensure accurate diagnosis, repair planning, and timely resolution of technical issues. Prepare detailed cost estimates for repairs, replacement parts, and labor, ensuring transparency regarding customer payments, deductibles, and warranty coverage. Create and manage repair orders (ROs), documenting reported symptoms, diagnostic findings, required repairs, and recommended maintenance services while obtaining the necessary customer approvals. Explain technical issues, repair recommendations, estimated costs, and expected vehicle delivery timelines to customers in a clear and professional manner. Maintain strong customer relationships by addressing inquiries, providing regular repair updates, and ensuring a smooth customer experience throughout the service journey. Achieve and exceed Customer Satisfaction Index (CSI) targets by delivering high-quality service and following up with customers to ensure their satisfaction. Promote genuine EV parts, accessories, charging solutions, and manufacturer-recommended maintenance services to enhance vehicle performance, reliability, and customer satisfaction. Verify warranty and service contract coverage for EV components, including high-voltage batteries and electric powertrain systems, in accordance with manufacturer policies. Ensure compliance with EV workshop safety procedures by coordinating with qualified technicians and following established high-voltage safety requirements. Stay updated on EV technologies, manufacturer service bulletins, diagnostic procedures, warranty policies, and new developments in electric vehicle maintenance. Minimum Qualifications Bachelor's degree in Mechanical, Electrical, or Power Engineering. Minimum Experience 3–5 years of experience in the automotive industry is required. Previous experience with electric vehicles (EVs), hybrid vehicles, or EV workshop operations is highly preferred. Experience in customer service, service advising, or automotive aftersales is an advantage. Job-Specific Skills Excellent interpersonal and customer communication skills. Excellent command of English. Strong problem-solving and analytical skills. Effective negotiation and conflict-resolution skills. Good understanding of automotive systems and EV technology. Ability to explain technical issues and repair recommendations in customer-friendly language. Strong organizational skills and attention to detail. Customer-focused mindset with a commitment to achieving CSI targets. Ability to coordinate effectively with workshop technicians and other aftersales team members. Awareness of high-voltage safety principles and EV workshop procedures. Show more Show less