Job Roles & Responsibilities

1. Job Card & DMS Control

1. Job Card Accuracy: Ensure the customer complaint (VOC), additional work, parts requirement, labour operation and customer approval are correctly recorded in the DMS and the physical Job Card before work is carried out, with the customers signature or written approval wherever required.
2. Parts Entry Verification: Ensure all parts fitted to the vehicle are correctly entered in the job card/DMS before billing and immediately report any discrepancy to the Part & Accounts department.
3. Job Card Closure: Ensure job cards are complete, properly documented and closed only after all required work, billing and customer approvals are completed.
4. Customer Consent: Ensure customer approval/signature or written confirmation is obtained for additional work, revised estimates and chargeable repairs before proceeding with the work. If needed, the estimate should also be shared in the Whatsapp group made with the Customer.
5. DMS Issue Reporting: Any DMS or job-card technical issue affecting the assigned job must be reported immediately and the required ticket raised with TVS company; follow up with the Workshop Manager/concerned team until resolution.

2. Estimate & Customer Approval

1. Additional Work Approval: No additional chargeable work should be carried out without informing the customer and obtaining the required approval in written.
2. Estimate Revision: Any change in estimated cost or delivery time must be communicated to the customer in written and updated in the system wherever applicable.

3. Vehicle Delivery & Quality

1. Pre-Delivery Verification: Before delivery, verify that all promised jobs have been completed, parts have been fitted, billing is accurate and the vehicle is properly checked. A final check of all the parts fitted is to be done and all the issues reported by the customer is solved. If there is any other issue in the vehicle, it should be mentioned in the Job card or in the customer chat to be documented for future reference.
2. Delivery Commitment: Immediately inform the Workshop Manager and customer in written if any committed delivery is likely to be delayed.
3. Final Delivery Confirmation: Ensure the customer is informed about the work completed; parts replaced, pending recommendations and any limitations before delivery, and obtain the required customer acknowledgement wherever applicable.
4. Job Satisfaction Form: Ensure the Job Satisfaction Form is obtained from every assigned customer before delivery. If the customer refuses to sign, record the reason and immediately document the same in the customer WhatsApp group and inform the Workshop Manager. Where an HO complaint is likely, ensure the matter is documented and communicated to TVS through the prescribed channel.

4. Customer Complaint Prevention

1. Complaint Escalation Prevention: Identify dissatisfied customers during the service process and immediately escalate the matter to the Workshop Manager and the Management for resolution before it becomes a formal complaint.
2. Complaint Follow-up: Personally follow up on unresolved complaints until the customer concern is addressed and properly closed.
3. Repeat Complaint: Any repeat/comeback vehicle or recurring unresolved issue must be immediately reported to the Workshop Manager; where the issue cannot be identified or resolved, the case must be documented and escalated to TVS for technical assistance.
4. Customer Communication: Ensure timely response to customer calls and messages for all assigned customers and follow up until the customer concern is addressed.
5. TVS HO Complaint & RCA: In case of a TVS HO complaint relating to an assigned case, assist in preparing the Root Cause Analysis (RCA) in the prescribed TVS format and provide all required details/documents to the Workshop Manager for immediate review and submission to TVS through the official WhatsApp group and email.
6. Customer WhatsApp Group: Create an official WhatsApp group for every customer whose job card is opened and use it to share estimates, approvals, job progress, delivery updates and other necessary communication.
7. Communication Channel: Guide customers to post their queries, concerns and requests in the designated WhatsApp group first and contact the Service Centre directly for any assistance,



ensuring timely response and proper documentation.
8. Escalation Matrix: Explain the dealership’s customer escalation process at the time of service and guide customers to raise concerns through the designated internal escalation channels so that the matter can be addressed promptly before further escalation.
9. Customer Feedback: Make every effort to resolve customer concerns promptly and professionally and encourage customers to share feedback through the appropriate official channels after the concern has been addressed.
10. Official Mobile Availability: Ensure the company-provided official mobile number remains active and reachable at all times, including holidays, and respond promptly to customer calls and messages to minimise missed calls and avoid unnecessary escalation or customer dissatisfaction.
11. Customer Communication Record: Ensure important customer commitments, approvals, complaints and resolutions are documented through the designated WhatsApp group or other approved written communication for future reference.

5. Warranty & Insurance

1. Case Ownership: Maintain complete ownership of assigned warranty and insurance cases from vehicle receipt until claim settlement and vehicle delivery.
2. Pending Claim Tracker: Maintain an updated tracker of all pending, approved, rejected and settled warranty/insurance cases.
3. Rejected Warranty: Follow up on every rejected warranty claim with TVS, understand the rejection reason and keep following up with the TVS company and the accounts department till the final settlement of the amount is done by TVS company.
4. Insurance Approval: Follow up with the surveyor/insurance company for survey, approval, additional approvals, parts approval and final claim approval. All kinds of communication should be in written (Mail/Whatsapp) for documentation purpose.
5. Insurance Documentation: Ensure all required photographs, customer documents, survey reports, estimates, approved parts lists, approvals and other claim-related documents are properly maintained and submitted on time.
6. DO Follow-up: Ensure timely follow-up for the Delivery Order (DO) after completion of insurance repairs. Make sure to communicate in writing via mail with the insurance company for the D.O.
7. Escalation Matrix for Insurance: Make sure to have knowledge about all the escalation matrix.
8. Claim Escalation: Any delayed approval, rejection or issue affecting customer delivery from insurance side must immediately be escalated to the Workshop Manager and the insurance company.
9. Claim Settlement: Coordinate with Accounts for pending warranty/insurance settlement and provide all required supporting documents.
10. Warranty Parts Dispatch: Ensure all replaced warranty parts are properly tagged, preserved and dispatched as per TVS guidelines within the prescribed timeline, with complete records updated in the designated Google Sheet. Any delay or failure in dispatch resulting in rejection of the warranty claim will be reviewed and the responsible person may be held accountable for the resulting loss, as per company policy.

6. Daily Reporting

1. Daily Pending Report: Share an updated report of pending vehicles, insurance cases, warranty cases, parts pending, delayed deliveries and major customer complaints with the Workshop Manager. The Google sheet for the above cases is to be updated on a daily basis before leaving for the day strictly.
2. Report Accuracy: Ensure all reports submitted are accurate and supported by the actual DMS/job-card status.
3. DMS/Physical match: The bikes pending on floor for any reason should be updated in the sheet and the number of bikes on floor should match with the DMS current status.
4. Pending Case Reason: Every pending vehicle, warranty or insurance case must have a explicit reason for pending status, the next required action and the expected closure date mentioned in the tracker.
5. Long-Pending Vehicle:



Any assigned vehicle remaining pending for more than 2 weeks must be immediately escalated to the Workshop Manager with the reason for delay, action required and status update through WhatsApp/email.

7. TVS & Insurance company Communication

1. TVS & Insurance Communication: All important communication with TVS representatives or insurance officials must be documented through official email/WhatsApp. Any important telephonic discussion must be followed by a written confirmation/summary to ensure proper documentation and future reference.
2. Follow-up Ownership: Do not consider a case closed merely because communication has been made for any situation; continue follow-up until the required action is completed.

8. Billing & Financial Coordination

1. Missed Labour / Parts: Any missed labour charge, incorrect parts entry or billing discrepancy must be immediately reported to the Workshop Manager and Accounts Department for correction.
2. Final Billing Verification: Before vehicle delivery, verify that all approved labour operations, parts, additional work, customer approvals and applicable charges are correctly entered in the DMS and accurately reflected in the final invoice, and immediately report any discrepancy to the Accounts Department and Workshop Manager.
3. Payment Control: Ensure all customer payments are made only through the company’s authorised payment channels/accounts. Under no circumstances shall any employee accept or direct customer payments to any personal or unauthorised account. Any violation of this policy may result in recovery/financial debit equivalent to twice the amount involved, along with strict disciplinary action and, where applicable, legal action.
4. Labour Rate Compliance: Ensure labour charges are billed strictly as per the approved labour/work-rate chart and immediately report any discrepancy to the Workshop Manager and Accounts Department.

9. Technician Coordination

1. Job Monitoring: Regularly coordinate with technicians regarding diagnosis, job progress, pending work and additional requirements and update on the time it will take to complete the work on the pending vehicle.
2. Technical Escalation: Any unresolved technical issue or repeat repair must be immediately brought to the Workshop Manager/Head Technician.
3. No Unauthorised Commitment: Do not make technical, warranty, insurance, pricing or delivery commitments to customers without proper confirmation from the Workshop Manager.
4. Additional Requirement: Any additional repair, part requirement or technical issue identified during repair must be immediately communicated to the customer for approval and to the Workshop Manager/concerned department for necessary action.

10. Vehicle & Customer Property Handling

1. Vehicle Custody: Ensure customer vehicles, keys and documents remain properly identified and handed over only to the authorised person/customer.
2. Customer Property: Ensure any customer belongings or removed parts received/handed over during the service process are properly handled and returned as applicable.
3. Vehicle Identification: Ensure the correct vehicle, job card and customer are matched before delivery to avoid any vehicle/key/property mix-up.
4. Customer Area Control: Ensure assigned customers are guided to the designated customer area and do not enter restricted workshop/service areas without authorisation.

11. Audit & Process Compliance

1. Process Compliance: Follow TVS guidelines, dealership SOPs and instructions issued by the Workshop Manager.
2. Audit Support: Maintain proper records and provide required job-card, warranty, insurance and customer documents during internal/TVS audits. The Job cards are to be stored month-wise. The insurance and warranty related filing need to be done properly and need to be maintained in a separate file.
3. Error Reporting: Immediately report any process deviation, incorrect DMS entry, billing discrepancy or documentation gap to the Workshop Manager.

12. Overall Accountability

A. Overall Accountability: The Senior Service Executive shall be responsible for the timely and accurate handling, follow-up and closure of all assigned customers, job cards, warranty and insurance cases. No assigned case shall remain pending without a documented reason, next action or timely escalation to the Workshop Manager.

📌 Senior Service Advisor (Kolkata)
🏢 Celica Autotech
📍 Kolkata