Financials
Ensure achievement of Workshop target (Financial & non-financial).
Explore additional repair opportunities liaison with Estimator for Insurance approval.
Explore additional repair opportunities liaison with Service advisor for customer approval.
Support Frontline team to Upsell various Value-added services (Smart Repairs).
Ensure over time schedule of the Technicians, if necessary.
Strategic Implementation
Monitor Technicians utilization, Efficiency and Productivity
Ensure punctuality and discipline of workshop Team in the shop floor.
Ensure, job orders are received hard copy/system and allocated to technicians based on skill matrix and Promised delivery time.
Assist Team/Technician in diagnosing complicated cases by providing complaint occurrence condition information
Technical/diagnosis assistance to Technicians/Front Line staff
Supervise and guide the repair work
Responsible to attend high profile & corporate customers with utmost professionalism.
Stand-in in place of Workshop manager and support workshop manager as and when required.
Handle & resolve critical customer complaint and escalate to workshop manager for further assistance if required.
Provide mentoring, coaching & on job training to newly joined Team Leaders.
Assist reception Workshop Manager on day-to-day activities as and when required.
Ensure workshop and Technicians cleanliness
Conduct post service/repair vehicle testing dynamic/static confirm services/repairs carried are meeting Quality standards
Identify parts required for repair, generate system indent and co-ordinate with Parts department. Process VOR/CPVOR/Cannibalization request for non-available parts.
Maintaining good interpersonal relation with subordinates and superiors.
Provide continuous feedback to Workshop Manager to rationalize Standard Hours
Ensure quick TAT for Production Line and Major Express repairs.
Ensure quick TAT for internal & Fleet customers repairs.
Customer Journey
Stake holder Management
Ensure total work quality and repair process as per manufacturers Standards.
Liaison with warranty section in executing warranty/Goodwill/recall campaign claim identification and approval process management.
Learning & Growth
Motivate Technicians and maintain teamwork.
Sharing/explanation of PSU/Technical bulletins with Technicians.
Providing on job training for Technicians.
Evaluation & feedback – Post Training improvements.
Annual performance appraisal of his direct reporting Team members.
Show initiative for training and self-improvement provided by the
Policies, Procedures and Corporate Governance
Ensure W/S safety procedures and requirements are strictly applied and followed as per SOP (personal safety/equipment safety/customer’s vehicle etc.)
Ensure W/S teams adhere to proper documentation before starting repairs, repair approved jobs, job allocation, Technician Clock in/Clock, HSE procedures etc.
Adhere to Warranty Claim Policies in line with Principal guidelines.
Desired Candidate Profile