Senior Customer Service Engineer

Job Summary :

Galaxy Auto Works 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 :

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

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

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

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

2. Technical Support :

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

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

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

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

3. Documentation and Reporting :

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

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

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

4. Training and Development :

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

5. Quality Assurance :

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

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

6. Inventory Management :

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

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

7. Team Collaboration :

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

o 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-appropriateappearance.
• 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.

Salary Offer : Between 4,80,000 / - to - 9,00,000 / - (LPA) Plus Performance incentive.

Benefits : Monthly salary incrementation from starting month based on performance.

Location : Mumbai

Working Hours : 09 : 00 A.M. – 6 : 30 P.M. (Monday to Saturday) Sunday fixed off.

NOTE : Candidate must present original educational and work experience certificate during the selection process.