1. To resolve all complex technical problems which could not be resolved by technicians/eTEKs.
2. To prepare skill matrix for all the technical staff and design class room / OJT plan accordingly. To act as a relay trainer ( In-house trainer ) at the dealership.
3. To train dealership personnel on the product and ensure relevant technical information is available across (Sales & Customer Care) the dealership.
4. To analyse repeat repairs and initiate corrective actions basis root causes.
5. In-charge of technical library at the dealership.
6. Share best practices / important observation with the team in meetings.
7. Ensure high quality and safety in workshop.
8. Ensure all technical SOPs are adhered to.
9. Educating shop floor staff on 3S to maintain high level of discipline and housekeeping.
10. Upkeep of Technical Service Bulletin (TSB) file and sharing with all concerned during team meeting.

A) Managing the Parts Supply Chain

• Uses his expert understanding of the parts and accessories market potential to define the Annual, Quarterly and monthly forecasting and indent plan in alignment with the workshop.
• Monitor the complete supply chain for parts and accessories right from parts requisition with different vendors to stock upkeep, inventory management, and issuing of parts and accessories to customer based on frontline team’s requirements.
• Track and monitors parts in transit and conduct appropriate QA check to identify quality of parts received.
• Manage purchase of other consumables such as Oil, lubricants, distilled water, tires, and car care products.
• Manage relationship and coordinate with other dealers for urgent sourcing requirements. (manufacturer/authorized dealerships/multiple vendors)
• Contributes to the dealership profitability by supporting revenue generation from parts and accessories sales by ensuing parts availability (especially of critical parts) & by minimizing inventory costs.

B) Defines and update the job responsibilities and KPIs for his team to ensure smooth and efficient functioning of the parts team and constantly improve to ensure implementation of supply chain best practices to contribute to dealership profitability and customer satisfaction

c) Measures (Reports)

• Parts and accessories sales vs objectives
• Dead Stock Liquidation
• Minimal order time for faster turnaround time.
• Keep a close liaison with Manager-Accounts & Finance for fund status
• Keep close liaison with Workshop Manager, Body shop Manager, CRM and Service Advisors for prompt availability of parts.
• Daily meeting with After sales head on current issue, inventory and planning.
• 1st day of every month submit a report on parts performance, inventory, consumable status and requirement data for monthly workshop wise report to GM aftersales.
• Reconciliation of Parts Inventory with Accounts(6months)
• Department Plan for liquidity of old inventory.

1. Incharge of customer care back office.
2. Accountable for CCCF management, MIS, concern age analysis and other reports.
3. Monitoring Top 2 Box ratings, analyse root causes for dissatisfaction and driving corrective and preventive actions.
4. Accountable for keeping high standards of housekeeping in customer interaction areas (e.g. Reception, Customer Lounge, etc.)
5. Drive service marketing activities through tele-calling to improve vehicle retention.
6. Planning customer events / clinics to build strong relationship with customers.
7. Pareto analysis of customer concern by using 7 QC tools.
8. Upkeep of process circular file and sharing with all concerned.

1. Acknowledge the customer and handle guests well.
2. Guide/introduce customer to the respective advisor
3. Administer CSI in-dealership Survey (post card).
4. Drive for Corrective and Preventive Actions.
5. Monitor Customer satisfaction Trend and Top Box ratings
6. Maintain high standards of house keeping.
7. Assist in CRM activities.
8. Maintain good relations with existing customers.
9. Increase CSI/SSI

1. Plan, organize, lead and control total Bodyshop operations.
2. Set and monitor realistic and achievable top line targets.
3. Establish the facility requirement, manpower requirement and Bodyshop staff training targets.
4. Maintain service and parts coordination through regular meetings with Parts Manager.
5. Conduct weekly analysis of success matrix parameters (% adherence to promised time, TAT- minor & medium & major jobs, % line items availability w.r.t. estimates, and labour utilization).
6. Provide monthly performance results (total no. of vehicles, labour revenue, parts revenue, and expenses) to the Aftersales Head/Management.
7. Ensure efficient Bodyshop operations through providing adequate tools and equipment and smooth workflow as per Standard Operating Procedure.
8. Monitor complaint resolutions.
9. Ensure customer confidence is enhanced through a clean and orderly service operation.
10. Cultivate business relationships with paint vendor & insurance company.
11. Monitor Bodyshop environmental and safety issues.
12. Planning and organizing Insurance Surveyor meet once in a year.
13. Planning and organizing equipment training for a staff.

A) Scheduling and arranging appointment

Check and analyze the scheduling order sheet to clearly understand customer concerns, the jobs required, cost & time estimate the previous day of schedule.

In case of walk in clearly define the customer concerns and identify the jobs required for repair of the vehicle.

Check on the customer for any mobility requirements and organize the same in coordination with the CRE

B) Reception and Job Order creation

C) Repairs and execution of other work

• Clearly explain and hand over the repair order to the responsible persons in the workshop.
• Keep track of the repair progress to ensure adherence to the promised delivery timelines & Obtain authority for additional work from the customer and document additional estimates as and when required (While obtaining authority make note of date, time, and person's name on the job card. (With who/when/what)

D) Preparation for vehicle return

• Carry out final check, if the job order has been completed in full. Verify all entries in the job card (workshop copy)
• Coordinate with the Customer relations team to notify the customer in case of any unexpected delays in repair and vehicle delivery
• Ensure customer vehicle is ready at the reception area cleaned (well valeted) and with all the protective seat covers and mats removed.

E) Vehicle return and billing

• Verity the customer's identity and entitlement to collect the vehicle based on the duplicate copy of the order.
• Explain the work done to the customer, invoice charges including warranty repairs, and any other repair work carried on the vehicle.
• Generate Performa invoice, discuss with customer & generate the invoice, taking account of warranty and other goodwill provisions.
• Clearly explain all elements and hand out the invoice (created on RDMS) to the customer.
• After payment of the invoice, personally handover the vehicle to the customer.
• Advise the customer of the jobs which will require his/her attention in near future.

F) Customer Satisfaction and Complaint Management

• Take ownership of all customer complaints and drive resolution in coordination with responsible team.
• Ensure a best in class customer experience based on the service visit of the customer.
• Build relationship with key vendors and local players

G) Measures (Reports)

• Service labor and parts Sales
• Maintaining RD Standards
• Customer Service Satisfaction results(CSS)
• Post Service Feedback survey results(PSF)
• Customer complaints%
• Repeat Repair %
• Job card/Invoice internal audit results >=90%
• Additional Responsibility
• Coordinate and identify vehicles for delivery and Open delivery inspection job card and ensure capacity and technician availability for the same.
• Confirm completion of inspection to the Delivery /Sales team
• Execute pre-owned car checklist and execute the process after purchase of a new car
• Identity the repairs and estimate for the job, communicate to the Sales Head and Service Manager
• Receive written confirmation and execute the repair.
• Customer Satisfaction and Complaint Management
• Ensure compliance with all directives, rules and regulations imposed by the law, government agencies.

a) Repair & Service

• Analyze the job orders to identify what work has been agreed. In case the job order is not clear, seek clarification from the Service Advisor
• Inspect the general condition of the vehicle and make note of any additional damages or repair required
• Provide written details on completed Job orders, ensuring hours and materials used are accurately and appropriately recorded
• Ensure all inhouse warranty and exchange parts are properly labeled and returned to the warranty/Parts department.
• Perform repair work as directed, within timescales and in accordance with established and documented procedures.
• Ensure that brand/vehicle specific maintenance schedules is Carried out as per RD standards.
• Ensure that job card is signed after completion of work.
• Determine which parts and tools will be required for a given repair or service
• Inform the Service Advisor and the Workshop Manager if a part needs to be ordered
• Ensure that any unused parts is returned to parts department immediately.
• Test vehicles and provide diagnostic reports to the service advisor / workshop manager
• If further work is required inform service advisor/workshop controller and follow the necessary steps for making sure the bay productivity is not affected.
• Observe, recognize, research and report on vehicle and component serviceability

b) Compliance to Guidelines

• Ensure compliance of vehicles with industry safety standards when returned to customer and that any faults noted have been reported on the job card
• Maintain the condition and inventory of tools provided by the company at all time. Ensure calibrated tools and equipment are used for repairs or servicing.
• Report any defects/damages found on tools or major equipment to the workshop manager immediately.
• Ensure that all special tools and equipment and technical literature is returned in clean and working condition to their original location
• Ensure compliance to all RD policies & practices and cleanliness standards are maintained
• Ensure that the requirement of special tools for the job is conveyed to the Workshop Manager

c) Customer Satisfaction

• Safeguard and protect the customer's vehicle and its contents while being repaired or serviced, ensuring seat covers, mats and steering cover is used in every vehicle during service and repair.
• Ensure the customer's old parts are neatly put back in the car

a) Repair & Service

• Analyze the job orders to identify what work has been agreed. In case the job order is not clear, seek clarification from the Service Advisor
• Inspect the general condition of the vehicle and make note of any additional damages or repair required
• Provide written details on completed Job orders, ensuring hours and materials used are accurately and appropriately recorded
• Ensure all inhouse warranty and exchange parts are properly labeled and returned to the warranty/Parts department.
• Perform repair work as directed, within timescales and in accordance with established and documented procedures.
• Ensure that brand/vehicle specific maintenance schedules is Carried out as per RD standards.
• Ensure that job card is signed after completion of work.
• Determine which parts and tools will be required for a given repair or service
• Inform the Service Advisor and the Workshop Manager if a part needs to be ordered
• Ensure that any unused parts is returned to parts department immediately.
• Test vehicles and provide diagnostic reports to the service advisor / workshop manager
• If further work is required inform service advisor/workshop controller and follow the necessary steps for making sure the bay productivity is not affected.
• Observe, recognize, research and report on vehicle and component serviceability

b) Compliance to Guidelines

• Ensure compliance of vehicles with industry safety standards when returned to customer and that any faults noted have been reported on the job card
• Maintain the condition and inventory of tools provided by the company at all time. Ensure calibrated tools and equipment are used for repairs or servicing.
• Report any defects/damages found on tools or major equipment to the workshop manager immediately.
• Ensure that all special tools and equipment and technical literature is returned in clean and working condition to their original location
• Ensure compliance to all RD policies & practices and cleanliness standards are maintained
• Ensure that the requirement of special tools for the job is conveyed to the Workshop Manager

c) Customer Satisfaction

• Safeguard and protect the customer's vehicle and its contents while being repaired or serviced, ensuring seat covers, mats and steering cover is used in every vehicle during service and repair.
• Ensure the customer's old parts are neatly put back in the car

1. Stationed at back office – reporting to CRM.
2. Generate enough business at workshop for optimal utilization of shop floor / technician through appointment booking.
3. Increase productivity and revenue by doing service marketing activities as per guidelines.
4. Send service reminders to customers
5. Call loyal and lost customers for dealership events as per contact calendar.
6. Conduct customer events / activity at dealership.
7. Sell insurance renewals, offers value added products and accessory package
8. RM/ SA wise CCCF management.
9. Provide MIS reports.
10. Assist in event planning for customers.
11. Assist in generating various MIS and reports related to service booking, pick & drop, contact calendar, lost customer tracking, customer verbatim analysis, Pareto analysis of customer concerns and concern age analysis.
12. Ensuring PSF call as per city category (2nd day / 3rd day).

1. Keep counters clean and uncluttered.
2. Parts pre - pulling.
3. Keep bins neat and clean.
4. Promptly remove boxes and packing.
5. Stock items in proper bins upon shipment arrival.
6. Maintain a proper filing system.
7. Ensure high degree of housekeeping.

• Efficiency and productivity is within dealership guidelines.
• Proven experience in paint repair processes.

Should adhere to all the SOPs related to painting.

1. Ensure that all repair order are completed timely.
2. Update Bodyshop Supervisor about the delays and revised estimate or any additional worked to be carried out.
3. Maintain good relationships with body and paint technicians, Parts Coordinator, Service Advisor and others.
4. Maintain bodyshop, paint equipments to ensure good quality work without delay.
5. Meet the labour time schedule.

1. Ensure that all repair order are completed timely.
2. Update Bodyshop Supervisor about the delays and revised estimate or any additional worked to be carried out.
3. Maintain good relationships with body and paint technicians, Parts Coordinator, Service Advisor and others.
4. Maintain bodyshop, paint equipments to ensure good quality work without delay.
5. Meet the labour time schedule.

• Ensure that the AC jobs are attended and repaired as per RO specification.

• In case any extra repair needs to be done, inform Floor Controller and take his concurrence before doing the same.

• Share best practices & peculiar observations with the team.

• Ensure high repair quality of work to improve customer satisfaction.

• Minimize repeat repair.

• Improve workshop productivity and efficiency.

• Ensure all SOPs related to the jobs are adhered.

• Ensure that the WA/WB jobs are attended and repaired as per specification.

• In case any extra repair needs to be done, inform Floor Controller and take his concurrence before doing the same.

• Share best practices & peculiar observations with the team.

• Ensure high repair quality of work to improve customer satisfaction.

• Minimize repeat repair.

• Improve workshop productivity and efficiency.

• Ensure all SOPs are adhered to.

• Ability to handle all cash transactions with speed and accuracy with customers.

• Handle the petty cash transactions of the dealership.

• Maintain the book of accounts for all daily transactions.

• Update all transactions in the software promptly.

• Provide cash flow statement.

• Ensure high customer satisfaction with payment process.

Feedback to service head on SOP adherence of “Bill Explanation” by Service Advisor

Result Orientation

Passion to the job

Customer focus

Team player.

Weaving passion & energy at work

Handling the Customers

Able to handle the customer requirement and close the sales

knowledge about auto loan to consult the customers.

Able to complete the finance requirement of customers

used vehicle and its documentation

manage the sales in Company Software

Result Orientation

Customer focus

Team player.

Weaving passion & energy at work

Managing the Sales Team

Handling the Customers

Able to handle the customer requirement and close the sales

knowledge about auto loan to consult the customers.

Able to complete the finance requirement of customers

used vehicle and its documentation

Stock management

Prepare the reports