Manage the flow of customer vehicles in the workshop from reception to delivery.
Receive customer vehicles, prepare and open job cards, and record all details in the daily workshop worksheet.
Review the vehicle service history before attending to customers.
Understand customer concerns, inspect the vehicle, and accurately document all complaints in the job card.
Prepare written estimates/quotations for repairs and obtain customer approval before commencing work.
Conduct a test drive, where required, to verify customer-reported concerns such as abnormal noises or performance issues.
Handover the vehicle to the Service Engineer/Workshop Supervisor with a clear explanation of the work to be performed.
Inform customers of any additional repairs identified during servicing and obtain their approval before carrying out the work.
Keep customers informed of repair progress and immediately communicate any delays in vehicle delivery.
Ensure correct labour charges are entered in the job card and provide a clear explanation of the final invoice to customers.
Inspect the vehicle after washing and before delivery to ensure all agreed work has been completed satisfactorily.
Verify that all customer complaints, including noise-related issues, have been resolved through a final inspection and test drive before delivery.
Complete gate pass formalities and hand over vehicle keys and relevant documents to customers.
Ensure committed delivery timelines are met and report any workflow bottlenecks to the Service Head for timely resolution.
Coordinate and monitor off-road or breakdown service requirements as assigned.
Coordinate with insurance companies and surveyors for insurance claims, including cashless repairs, and ensure timely processing.
Educate customers on preventive maintenance practices and encourage adherence to Å koda's recommended service schedule.
Promote value-added products and accessories to customers based on their vehicle requirements.
Ensure a welcoming, professional, and customer-friendly environment in the workshop at all times.
Ensure Achievement of Service Targets
Achieve monthly targets for value-added services, including Annual Maintenance Contracts (AMC), interior cleaning, body rubbing and polishing, BG products, and other approved service offerings.
Contribute to achieving overall monthly workshop revenue and service performance targets.
Strive to achieve and maintain 100% customer satisfaction through quality service and effective communication.
Highlight critical issues such as lost sales opportunities, customer complaints, delayed deliveries, pending vehicles, and operational challenges during daily morning meetings.
Maintain the Å koda Daily Workshop Report on Google Docs accurately and discuss workshop performance during daily review meetings.
Monitor service performance indicators and recommend improvement actions to achieve departmental objectives.
