Job Title: Service Advisor – DG Service

Role Overview
We are seeking a knowledgeable and customer-focused Service Advisor to manage service operations for Diesel Generator (DG) sets. This role involves coordinating between customers and service engineers, understanding technical issues, and ensuring timely maintenance and repair of DG sets. The ideal candidate should have basic technical knowledge of DG systems, strong communication skills, and a commitment to delivering excellent customer service.

Key Responsibilities

Customer Interaction & Service Coordination
• Interact with customers to understand DG set issues and service requirements
• Create job cards and schedule service visits for technicians
• Coordinate with service engineers for proper diagnosis and resolution
• Communicate service updates, timelines, and approvals to customers

Service Management & Follow-up
• Plan preventive and breakdown maintenance schedules for DG sets
• Ensure timely completion of services as per SLA commitments
• Follow up with customers after service to ensure satisfaction
• Handle complaints and provide prompt resolutions

Estimation & Billing
• Prepare service cost estimates including labor and spare parts
• Explain repair scope and charges clearly to customers
• Ensure accurate billing and documentation
• Promote AMC (Annual Maintenance Contracts) and spare parts sales

Customer Relationship Management
• Maintain strong relationships with clients for repeat business
• Ensure high customer satisfaction through quality service support
• Educate customers on DG maintenance and best practices

Technical Documentation & Reporting
• Maintain records of service history, job cards, and invoices
• Update CRM with service details and customer interactions
• Generate service reports and pending job status

Inventory & Parts Coordination
• Coordinate with stores for availability of DG spare parts
• Track pending parts and update customers on delays
• Ensure proper usage and documentation of issued materials

Team Collaboration & Process Improvement
• Work closely with service engineers and technical teams
• Support smooth workflow between field service and customers
• Suggest improvements for service efficiency and customer satisfaction
• Participate in technical and process training sessions

Preferred Skills & Qualifications
• Experience as a Service Advisor in DG / automobile / equipment service industry
• Basic knowledge of Diesel Generator components and functioning
• Strong communication and customer handling skills
• Ability to manage multiple service requests and priorities
• Good problem-solving and coordination skills
• Familiarity with CRM and service management tools
• Diploma/ITI in Mechanical/Electrical preferred

Tools & Platforms
• CRM Software
• Service Management Systems
• Billing & Invoicing Software
• MS Office (Excel, Word)
• Communication Tools (Phone, Email)