Resource Administration
Maintain/update availability of resources i.e. bays & technicians in DMS.
Maintain/update skill matrix of technicians in DMS.
Providing service capacity input to PRM for planning service booking for next day.
Maintaining workshop tools and equipment by following maintenance/calibration schedule to avoid downtime.
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Work Preparation
Recite service documents for understanding customer requirements/concerns and work instructions translated by
service advisor and get the confirmation on understanding to avoid communication gap.
Giving a time estimation to Service Advisor with due consideration of product updates customer requirements parts
availability and work load.
Allotting the vehicle considering the technician skills bay availability and plan the timeline well before the promised
delivery time given to customer by Service Advisors.
Diagnosis
Support diagnostic technician and/or independently conduct workshop test drives in order to check customer
complaints (e.g. noises and/or vibrations).
Document the diagnosis in order to provide a time record in warranty and goodwill cases.
Establish contact with diagnostic support center (DSC) and clarify diagnostic cases that are difficult and/or do not
show results in a qualified manner.
Repair & Maintenance
Plan organize implement and monitor the progress of work to accomplish it with desired quality standards and
within timeline.
Coordinate with the service advisor with respect to order expansions for work required which exceeds the original
customer order. Expand approved additional operations on the workshop orders.
Ensure the availability & usage of all workshop equipment and tools including the special tools prescribed by
MercedesBenz and monitor their proper usage.
Ensure that the overall work environment (work procedures
Association or legal requirements and that this compliance is maintained.
Monitor compliance with the legal requirements within the workshop sector with respect to environmental protection
occupational safety health protection and fire protection.
Provide the necessary safety instructions on a regular basis.
Order Completion
Specify the scope of the final inspection on the basis of the completed work and handover the vehicle to final
inspector.
Review the final inspector s result of functional check fluid check and visual check and authenticate for further
communication with service advisors.
In case of defects observed communicate the same with Service Advisors and initiate corrective measures for
defects found promptly.
Identify possible causes for defects found and define measures for avoiding defects in the future.
Check on the actual implementation of defined measures.
OBJECTIVES OF THE JOB : 1. The Service Advisor has to establish and maintain a personal contact with the customer over the life cycle of his vehicle and keep the customer loyal to the brand 2. He provides the customer with the information and solutions on product and service to meet his needs and desires 3. He translates professionally the customer s complaints on to a job order which can be efficiently executed by the workshop with high quality 4. He promotes actively the service products 5. Effective communication with Service Manager, Foreman / Workshop Controller, Diagnostic technicians (in difficult cases), Parts Manager, Customer Care Officers
Job Controller
