Job Description – Workshop Manager

Job Title: Workshop Manager

Job Holders Name: XYZ
Department: After Sales
Position Type: Full-time
Reporting To: GM Aftersales or Head of Aftersales
Reporting Staff: Job Scheduler, Technicians
Responsible on absence (Deputy):
Responsible on absence others
(Deputy):

Job Description:
Managing customer interface assigned to him during Workshop service for all activities and
enhance customer satisfaction.
A) Customer Satisfaction & Quality of Repairs

 Set, monitor and take corrective measures for the following targets:
o 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.
 Implement measures and programs in the field of customer support and loyalty.
o Maintaining business relations with key workshop, parts and accessories customers (e.g. Key accounts,
fleet operators, contract workshops);
o Maintaining contacts with opinion – formers (such as club committees, government agencies, local
politicians);
o Promoting creative customer support ideas put forth by staff.
o Protecting the customer’s interests in terms of the workshop service quality process chain.
o Protecting the customer’s interests in terms of ensuring rapid, need-oriented supply of Audi Genuine
Parts and accessories.
o Meeting the quality standards as the basis for ensuring customer satisfaction
o Ensure new parts and services required are identified during repair process
o Drive sale of Extended Warranty and Accessories during service

B) Repair Process

 Implementing Service Core process in workshop 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.
 Work allocation amongst the workshop team, monitoring, technician rotation, allocation of technicians as per
vehicle type
 Coordinate with the Parts team for efficient planning for parts and consumable requirements
 Regularly track and monitor ELSA Pro usage for the workshop
 Implementing Final Inspection/ Q-Management (and Q-Check) to attain superior quality in workshop repairs.
 Manager implementation of on road repair assistance or pick-up for vehicles off road
 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 Workshop 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 workshop service department and also ensure a good level of cooperation
with other departments.
 Ensure that After Sales Standards and appropriate safety measures are implemented and are being followed in
the workshop.

C) Profitability Management

 Ensure accurate planning, implementing and reviewing of Workshop service revenues and profits in line with
company targets
 Monitor and analyze all KPI (Appendix) set and agreed by company and the manufacturer for workshop repair
and parts department.
 Monitoring and analysis of unit costs, labour costs and direct operating costs, for the Workshop and driving
efficiencies on the floor

D) Personnel and Training Manager

 Ensure that the organization structure for the workshop 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 workshop 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
workshop 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 workshop service staff to discuss and improve quality
standards and working processes to improve customer satisfaction

E) Infrastructure Management

 Ensure that the workshop 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 workshop 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) Measures (Reports)

 Total Workshop Turnover – Labor, Parts

 Total Throughput – Periodic Maintenance
 Customer complaints escalations<=10%
 Maintaining Audi Standards
 Dealer internal audit against standards and guidelines >=97%
 NSC Workshop (LIS) Test (Mystery shop with service department) >=90%
 Customer satisfaction Survey >=8.8%
 QC Test Program results >=90%
 Technician Productivity results from monthly department statistics >=70%
 Repeat Repair %
 Job Card audit >=90%
 Special tools & workshop tools and equipment audit >=98%
 Team Attrition

G) Additional Duties and Responsibilities

 As and when assigned by the management.

Note: This document lays down the guiding principles for the job and is subject to change.

Please confirm the receipt of this document and confirm the understanding of the skills required to execute the Job.

Signature: Signature:

Job Holder’s Name: GM Aftersales or

Head of Aftersales
Name:

Date: Date: