Workshop Incharge

**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.

**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.

**VAS & Warranty Administration**

**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.

**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.