Workshop Incharge

Job Description

Role: Workshop Incharge

Division: VTI

Function: VTI  Aftermarket - Retail Trucks

Reporting into:  Area Service Manager

Level:  M2

Purpose of the Role

The position exists in order to Plan and monitor workshop activities - service standards, delivery, resource utilization, customer handling, people management and vendor management with the objective of ensuring the efficient running of the workshop and high customer satisfaction within defined standard practices, policies, and budgets. 

Span of Control

Direct reportees: 5
Indirect reportees: 10-15

Education

BE (from tier-3 engineering College) in Engineering / Diploma in Engineering / ITI 

Experience

• BE with 1-3 Years 
• Diploma with 7-10 years
• ITI with 13-16 years

Business Understanding

• Awareness of workshop infrastructure, tools, equipment & manpower.
• Awareness of various IT systems used at the workshop.
• Awareness of genuine service process.
• Awareness of various performance indicators of workshop & their connect to overall business goals.
• Awareness of applicable laws/directives related to labour, environment, legal, metrology & etc.

Area of Responsibility

The workshop,  Site Management & VAS Administration

Monitor effective upkeep of the workshop including housekeeping, approve local purchases & routine administrative purchases as per policy & budget, coordinate between local workshops for tools, manpower & parts; evaluate vendors for vehicle registration, insurance, workshop tool maintenance & calibration, prepare and present the report to the committee for approval  IN ORDER TO ensure the smooth running of the workshop, effective resource utilization. Monitor delivery and performance of site services (managed through Workshop) by technicians, provide support for resolution of issues and monitor parts availability and warranty claims IN ORDER TO ensure delivery as per standard at the site.   

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Customer Satisfaction

Record and maintain customer VDB, monthly customer sign-offs to avoid disputes and increase CS, Customer meetings on monthly basis to address product-related issues and co-ordinate with TS, develop customer mechanics to monitor, Identify customer service requirement IN ORDER TO Provide timely inputs to customers on better operating & maintenance practices which include maintenance cost, fuel consumption. Providing an on-time solution to customer complaints and ensure proper MOM to be released and acknowledged by customer. Ensure high uptime of vehicles, Follow Service Schedules & Preventive Maintenance schedule. Customer Signoff’s on unclear cases.

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VAS & Warranty Administration

Effectively manage VAS application through connections with other location workshops in charges, Customer representatives to attend Volvo Action services within the time specified in VST.  Monitoring of Job Cards of workshop & Site, Check and control all details are entered in Repair Orders/Job Cards for invoicing and workshop statistics follow up. For Warranty repairs allocate job numbers, causing parts number and defect code to the Repair - Order/Job Card and assist the Warranty Administrator. In order to achieve higher customer satisfaction & a 100% warranty claim from OEM.

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Quality Management & Statutory Compliance

Mapping of key performance indicators of the workshop – Productivity, Bay utilization, Repeat repairs, Turnaround time &, etc. Facility upkeep & adherence to statutory requirements. Maintain accountability & safe upkeep of assets in the workshop. Maintenance & Calibration of Tools & equipment. obtaining of required licenses for a workshop like fire, metrology, hazardous oil discharge, pollution control board, etc. In order to achieve Quality services to customers with maintaining 100% compliances at the workshop level.

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People Management

To enable Manpower to compete with the market and enabling them to troubleshoot all technical failure and support a customer with competent manpower availability. In order to achieve results: Ensuring the availability of trained manpower & adequate infrastructure at sites. Identify the competency of Technicians and facilitate training through Regional Trainer / OJT. Administration of performance management process. Engaging & retaining talent, Driving Values & VGAS action plans. Employee Wellbeing and hygiene maintained at higher level at Workshop & sites. Safe up-keeping of the workshop. Apprentices Management- Intake as per norms & their training.