Plan and monitor body shop activities to ensure that the work is undertaken meets commitments made to customers in terms of quality, cost, and timeliness by managing a team of technicians and available resources effectively. WITH the objective to maximize customer satisfaction and optimize profitability, WITHIN defined COCO policies and budgets. Improve the focus on Accident Repairs and enable uniform Customer experience across. The locations, Accident Repair Specialists (ARS) have been identified at each location.
Span of Control
Total Employees to handle From 25 to 33
(including both on-roll & off-roll employees)
Education
- ITI - Mechanical or Automobile. yrs.
Experience
- Min. 5-7 years of relevant experience
Business Understanding
- Knowledge about automobile denting
- Painting and insurance norms
Area of Responsibility
Technical support
Analyze repair work required, do Failure work Analysis, Give solution, escalate in case solution is not possible IN ORDER TO provide effective technical support. Establish a robust mechanism within the Area team for timely intimation of occurrence of accidents at the sites. Conduct training for site technician on the accident repair process and sensitize them on the handling of accident damage parts & new parts.
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Work Floor Management
Allot work to technicians and Coordinate with different workshop sections IN ORDER TO complete jobs listed in the work order. Inspect the truck and submit the Preliminary repair estimate to the Customer within the timelines.
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Service Campaign support
Provide resources for the campaign IN ORDER TO provide effective support in the completion of the service campaign. Escalate the delays in the process to the appropriate level as defined in the Escalation
matrix. Follow up with respective site technicians to ensure repair work is progressing as per the time plan.
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Data analysis
Collect data on the complaint trend,
insurance claims analyze it, and present it to the Works manager in order to provide effective information on Technical support. Conduct detailed inspection of the accident truck and aggregates and submit a Secondary repair estimate. Monitoring the progress of repairs on a daily basis and clear the bottlenecks that are identified from time to time. Update the Accident Repair Tracking sheet on a daily basis. Maintain written records of all important correspondences and the documentation related to the work performed. Hand over the file to ASM upon completion of repairs. Audit the repair work and identify the issues that contribute to delay in repairs or that affect the quality of repairs and recommend corrective measures.
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External Vendor Coordination
Coordinate with external vendors IN ORDER TO complete jobs in the work order. Coordinate with Area Engineer and Parts officer for planning necessary resources viz. Parts, Tools, technicians, and sublet vendors. Coordinate with the Customer and base workshop team in-case of moving the truck to the workshop for performing the repairs.
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Customer Satisfaction
Assist the service advisor in updating information on work-in-progress IN ORDER to ensure maximum customer satisfaction. Follow-up with Customer and Insurance Surveyor in a systematic manner so as to secure the necessary inspections performed in the truck and to get clearance for the secondary estimation / to obtain Purchase order. Follow-up with Customer and Insurance Surveyor for final approval, Purchase order, and applicable payment for initiating the repairs. Intimate the Customer and Surveyor upon completing the repair and Coordinate with them for completing a final inspection.
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Inventory Management
Based on the trend of accidents occurred in the area, plan a minimum stock of rapid-moving parts, and secure the inventory through Parts officer. Auditing the inventory status every fortnight plan suitable course corrections through Parts officer. Mobilize necessary resources viz. Parts, Tools to Site / Workshop for initiating the repairs.