Bodyshop Manager

Managing customer interface assigned to him during bodyshop service for all activities and enhance customer satisfaction.

A) Customer Satisfaction & Quality of Repairs

Set, monitor and take corrective measures for the following targets:

Customer satisfaction, telephone report (Post Service follow ups), quality of work results and analysis, analyzing Customer Satisfaction Survey results and implementing short term and long term countermeasures.

Implement measures and programs to achieve customer retention and goodwill.

Ensure that parts requirements of customers are met quickly and efficiently.

Ensure seamless interfacing with the insurance service provider and ensure timely claims from the same

Implement measures and programs in the field of customer support and loyalty.

Maintaining business relations with key insurance, workshop, parts and accessories customers (e.g. Key accounts, fleet operators, contract workshops);

Maintaining contacts with opinion – formers (such as club committees, government agencies, local politicians);

Promoting creative customer support ideas put forth by staff.

Protecting the customer’s interests in terms of the bodyshop service quality process chain.

Protecting the customer’s interests in terms of ensuring rapid, need-oriented supply of Audi Genuine Parts and accessories.

Meeting the quality standards as the basis for ensuring customer satisfaction

Ensure new parts and services required are identified during repair process

Drive sale of Extended Warranty and Accessories during service

B) Process Adherence

Implementing Service Core process in bodyshop repair activities to ensure complete customer delight.

Continuous monitoring of the attainment of the goals set as above and the prompt initiation of corrective measures where required.

Implementing Final Inspection/ Q-Management (and Q-Check) to attain superior quality in bodyshop repairs.

Ensure that the dealership is presented as the best service provider in its territory. In terms of customer relations this means that the focus of all the Bodyshop Manager’s efforts must be satisfaction in terms of service quality.

Facilitate and Implement IT systems in order to provide target group-oriented customer support to Service customers

Co-ordinate all activities within the bodyshop service department and also ensure a good level of cooperation with other departments.

Ensure that After Sales Standards are implemented and are been followed.

Ensure all literature is up to date and is available to be used regularly

C) Profitability Management

Ensure accurate planning, implementing and reviewing of bodyshop service revenues and profits in line with company targets

Monitor and analyze all KPI (Appendix) set and agreed by company and the manufacturer for bodyshop repair and parts department.

Monitoring and analysis of unit costs, labour costs and direct operating costs, for the Bodyshop and driving efficiencies on the floor

D) Personnel and Training Manager

Ensure that the organization structure for bodyshop service department is created, approved and job descriptions defined to meet the requirements of Audi India.

Ensure that there is an overall plan in place for all bodyshop service staff to receive regular training in order to advance the carrier within the company.

Manage effective communication of targets and update on achievement progress on a timely basis to the Bodyshop staff

Ensure that all training records are kept up to date in HSO folders.

Ensure that ATO is updated for service staff without discrepancy.

Ensure that regular meetings are conducted with bodyshop service staff to discuss and improve quality standards and working processes to improve customer satisfaction

E) Infrastructure Management

Ensure that the bodyshop service department facilities are well-maintained, up-to-date, clean and tidy as per Audi standards

Ensure that all technical equipment, tools, equipment and other aids of the bodyshop service department are maintained as per defined maintenance guidelines

Ensure that capacity expansion planning for next five years is in place and reviewed as per dynamics of market.

Ensure that Standard infrastructure Audit requirements are fulfilled as per Audi India requirement.

F) Measure Reports

Resolve Customer Complaints = 100%

Maintaining Audi Standards = 100%

Customer Service Satisfaction results >=8.8%

Cost of Repeat Repairs <=8%

Results from Quality Control Q-Check =100%

Body shop tools, special tools and equipment audit 100%

G) Additional

Responsibilities

As and when assigned by the management.

Also responsible for close liaison with Insurance companies for fast authorization of repairs and payment