Accurately and skilfully undertake the repair and servicing of all cars
Support the Workshop Controller in the running of the Luxury Car facility
Detect and diagnose faults and establish work required
Deal with all customers directly in a customer-facing role and fulfil all tasks to the customers complete satisfaction
Ensure all work is completed safely and complies with Retailer, manufacturer and industry guidelines
˙Measures
Departmental complaints log and customer satisfaction data (CEM)
Repeat service visits / ?fixed right first time log
VQM / Retailer audit against standards and guidelines
Vehicle turn around data
˙Objective: Accurately and skilfully undertake the repair and servicing of all cars
Perform service and advanced diagnostic repair work as directed and in accordance with established and documented procedures, as well as conducting routine service work on all cars.
Analyse work orders carefully to understand a vehicles condition, the accuracy of the diagnosis and what work has been agreed to
Maintain the highest standards of workmanship in line with the latest technical guidance and evolving technical practice
Document completed work orders, ensuring hours and materials used are accurately and appropriately recorded and all warranty material is kept and returned to the Warranty Clerk
Minimise wastage of all materials, oils and fluids
Objective: Support the Workshop Controller in the running of the Luxury Car facility
Assist the Workshop Controller in scheduling and prioritising work, advising on Luxury Car work requirements that affect service prioritisation and supervising the completion of jobs to ensure that the highest standards of workmanship are achieved
Assume a leading position within the Workshop and advise the Luxury Car Team on work priorities
Act as guide and mentor to junior level technicians, providing them with technical advice on non-Luxury Car work where required and assist the Workshop Controller with the induction of new staff
Be proactive in suggesting better ways of working, as appropriate
Undertake all other tasks and responsibilities as requested by the Workshop Controller
Objective: Detect and diagnose faults and establish work required
Test vehicles and provide diagnostic reports to the Workshop
Controller and service reception
Observe, recognise and report on vehicle and component serviceability
Conduct pre-service booking discussions with customers to resolve any issues, using customer-facing skills to understand and interpret faults leading to an accurate diagnosis
Communicate with customer-facing Luxury Car staff and customers over fault diagnosis in a clear, unambiguous way
Communicate with all other areas of business affected by potential work requirement eg Parts, Bodyshop, etc.
Objective: Deal with all customers directly in a customer-facing role and fulfil all tasks to the customers complete satisfaction
Meet customers at new vehicle handover, setting up the vehicle and demonstrating technical features to customers as required
Receive customers courteously, in line with the Volkswagen quality programme
For post-service booking communicate clearly and unambiguously when explaining a fault diagnosis or work required
Safeguard and protect the customers vehicle and its contents while being repaired or serviced, ensuring adequate seat protection is used in every vehicle during service and repair
Objective: Ensure all work is completed safely and complies with Retailer, manufacturer and industry guidelines
