Assistant Outlet Manager

**JOB SUMMARY / JOB SCOPE**:
Technicians provide exceptional levels of customer service in performing tire fitment and repairs as well as diagnosing tire wear on vehicles. A technician also provides high quality technical service such as product, features and benefits advice on vehicle stability and tire recommendations.

**MAJOR FUNCTIONS PERFORMED / PERFORMANCE STANDARDS**:

- **Service Management**
- Conduct wheel alignment and checking of alignment of vehicles coming to outlets
- Responsible for conducting the service assigned to him as per the job card
- Follow best practices for conducting the service on the vehicle
- Ensure proper wearing of uniform and adhering to the safety standards mentioned and listed
- Ensure that the customer follows the safety rules in the workshop area
- Technician will mark his initials against the job done in the job card (if name stamp is available, he will stamp his initials against the job in the job card
- Provide high quality of service that meet the customer’s expectations
- If customer has any query on the service being done while the job is being conducted, technician is responsible to provide a satisfactory answer as per his knowledge. If he is unable to reply to the customer’s query, he will inform the Outlet In-Charge to assist
- **Customer Management**
- Greet customer with a genuine smile and a welcoming gesture
- Senior Technician designated for greeting the customer should ensure he reaches out to the customer as when a new customer arrives at the outlet
- He should have good communication skill to interact with the customer
- Understand customer query, do the initial vehicle inspection check and assist the customer to the reception/lounge area to meet the Outlet-In-Charge for the discussion of price and service details
- Provide high standard customer service that ITC offers to customers
- Give customers accurate information with regards to the service needed and offer options to customers
- Build relationship with customer and make customers happy after the service
- **Equipment Management**
- Designated technician for equipment’s / tools should ensure he follows the routine maintenance guidelines given by the service in-charge / technical supervisor
- The technician will maintain a record of the daily / weekly / monthly maintenance done by him as per the check sheet
- Any operation related issue with the equipment, the technician will inform the Outlet-In-Charge to call the service department for repair
- Technician responsible for tools and consumables will ensure all tools are kept in order and keep a record of the tools and condition as per the check sheet
- Any wear and tear of the tools that require replacement, technician will inform the Outlet-In-Charge in advance to call the service in charge to replace the tool
- **Store Management**
- Technician in-charge of stores will ensure stocks are stacked in order as per rack system and labeled accordingly
- Technician is responsible to maintain a record of the tires taken from the store and new tires placed in the store as per tire retrieval sheet
- Technician is responsible for the housekeeping maintenance of the store
- Technician in charge is responsible to physically check the stock in and out at the end of the shift and tally with the retrieval sheet and inform to the Outlet In-Charge
- **Housekeeping**
- Participate in the program of housekeeping introduced by the company
- Responsible to maintain the general cleaning and ensure proper lighting, water supply and other housekeeping activities assigned for the designated area (workshop, showroom, stores)
- ensures all fixtures are in place and clean
- Participate in the Daily Shift Briefing together before the start of each shift.
- **Training**(applicable to senior technicians)
- Senior Technicians are responsible to train the new junior technicians on the best practices and service methodology
- Senior Technicians should act as mentors for guiding the junior technicians on dealing with customer queries
- **Any other job that Top Management deems fit for this position**
- Performs other related duties, as assigned, for the purpose of ensuring the efficient and effective functioning of the work unit.
- **KEY PERFORMANCE INDICATORS**
- Zero incidence of service errors/ failures
- Improvement in lead time for services
- Adherence to best practices and operating procedures
- Maintenance of equipment and tools
- Cleanliness and other housekeeping measures
- Improvement in quality of service and customer management
- **MINIMUM JOB REQUIREMENTS**:

- With educational background in automotive or auto-mechanics
- Has minimum work experience of at least 1 year from a tire service company
- Must be able to examine all areas related to tire
- Well oriented in operating all types of machines and equipment’s used for wheel alignment and wheel balancing
- At least 22 years of age
- Preferably with proper training from technical service trainer
- Can communicate we