Deepak Singh

• 1. Oversee Service Operations: Ensure smooth functioning of service, workshop, and parts departments.

2. Customer Satisfaction (CSI): Maintain high CSI by monitoring service quality, timely delivery, and customer feedback.

3. Team Management: Lead, train, and motivate Service Advisors, Technicians, and Support Staff.

4. Process & SOP Compliance: Ensure all service processes follow Nexa/Maruti standards and SOPs.

5. Service Revenue & Profitability: Monitor service revenue, labour income, parts sales, and cost control.

6. Customer Complaint Handling: Resolve escalated complaints and critical service issues promptly.

7. After Sales Marketing: Plan service campaigns, offers, and customer retention initiatives.

8. Reporting & Analysis: Track service KPIs, TAT, workshop productivity, and prepare reports for higher management.

9. Parts & Inventory Management: Ensure timely availability of parts and proper stock management.

10. Safety & Workshop Standards: Maintain safety, cleanliness, and 5S standards in the workshop

1. Oversee daily bodyshop operations (denting, painting, mechanical).

2. Ensure repair quality as per Tata standards.

3. Manage insurance survey, approvals, and claim process.

4. Monitor productivity of technicians and advisors.

5. Maintain TAT (Turnaround Time) and on-time delivery.

6. Handle customer complaints and ensure high CSI.

7. Control parts availability and workshop workflow.

8. Maintain documentation, billing accuracy, and DMS updates.

9. Achieve monthly targets (revenue, labour, parts).

10. Ensure safety, housekeeping, and 5S standards.

1. Welcome customers and inspect vehicle damage.

2. Prepare the job card and repair estimate (denting, painting, parts).

3. Coordinate with the insurance surveyor and handle claim documents.

4. Give instructions to denting, painting, and mechanical teams.

5. Update customers about repair progress, delays, and approvals.

6. Check final quality – paint finish, panel alignment, cleaning.

7. Explain the final bill and deliver the vehicle properly.

8. Handle customer complaints and escalate when needed.

9. Maintain claim files, documents, and update DMS.

10. Ensure good CSI and post-delivery follow-up.

1. Welcome customers and understand their vehicle concerns.

2. Prepare the job card and perform vehicle inspection.

3. Recommend services as per Toyota maintenance schedule.

4. Give clear instructions to technicians and monitor the work.

5. Update customers about service progress and any delays.

6. Take customer approval for any additional repairs.

7. Ensure final quality check and proper vehicle delivery.

8. Explain the final bill clearly with full transparency.

9. Handle customer complaints and escalate when needed.

10. Work to improve CSI (Customer Satisfaction Index).

11. Make reminder, follow-up, and pending job calls.

12. Maintain service records and update DMS accurately.

1. Customer Reception & Greeting

– Welcome customers and understand their service needs.

2. Job Card Preparation

– Record customer complaints, vehicle details, and required services accurately.

3. Service Explanation

– Explain recommended services, repairs, costs, and timelines clearly.

4. Upselling & Value Addition

– Suggest additional services, maintenance packages, and offers to enhance customer satisfaction.

5. Coordination With Workshop Team

– Communicate customer requirements to technicians and ensure work quality.

6. Regular Customer Updates

– Inform customers about progress, delays, part availability, and additional findings.

7. Delivery Time Commitment

– Ensure the vehicle is delivered on time with proper cleaning and inspection.

8. Billing & Invoice Explanation

– Explain the final bill and ensure transparency in charges.

9. Handling Complaints

– Resolve customer issues politely and escalate when necessary.

10. Feedback Collection

– Take feedback and ensure high CSI (Customer Satisfaction Index) scores.

11. Follow-up & Reminder Calls

– Make service due reminders, pending work calls, and follow-up calls.

12. Maintaining Records & Documentation

– Keep track of job cards, service history, offers, and daily reports.