Royce Palakkappilly John

• Preparation of appointment by checking the vehicle history, campaigns & TPI’s
• Pre-call the customers a day before and explain the nature of jobs
• Meet and greet service customers promptly in a professional and courteous manner
• Dialogue reception with customer and refer to service history to accurately identify and verify customer’s
service needs
• Provide accurate cost and time of completion estimates for the services recommended, communicate and get proper authorization from customers
• Promote the sales of appropriate services, parts, and accessories by thoroughly understanding the product and associated service requirements
• Check on progress of services to vehicles throughout the day and contact customer to communicate and receive approval regarding any changes in the cost-estimate, promised time of delivery or recommended services
• Inspect vehicles prior to each customer delivery to ensure vehicles services and/or repairs are performed correctly and communicate the results with the customer
• Follow up on Work In Progress (WIP) targeting closer in 30 days
• Follow-up with customers on long pending vehicles for taking delivery
• Handling fleet & Retail customers

Checking the service booking list
•Pre-call the customers and explain the nature of jobs
•Checking the vehicle service history and service campaigns
•Communicating with workshop & spare parts dept. for optimal utilization of workshop capacity
•Receiving the customers and opening service job cards
•Performing the vehicle dialogue/direct reception with customers
•Advice the customers on the jobs to be carried out
•Communicating with the customers for any additional estimation
•Follow up with workshop supervisors for the status of the vehicle
•Updating the customer on the vehicle status
•Final inspection of vehicle after the completion of the jobs
•Delivering the vehicle to the customer after the satisfactory completion of the jobs
•Taking the customer feedback on the carried out jobs
•Selling Accessories to the customers

Effectively follow up and oversees progress for each job order to meet the agreed deadlines and check parts ordering status on daily basis
•Prepares service estimates, sells routine maintenance repair services and conducts follow-ups regarding unsold services and customer inquiries
•Evaluate and receive customer vehicles according to guidelines and procedures.
•Determine customer needs and conclude the final agreement on the repairs required and obtain customer signature/approvals on the Job order
•Ability to effectively communicate with customers regarding services recommended and performed
•Clarify the scope of repair for the customer
•Efficiently handle difficult situations with customers and communicate with the decision maker to resolve the situation
•Inform time for delivery, explain invoice details and advise on future repairs or maintenance needs.
•Ensure a high level of customer satisfaction and optimum shop loading

Utilizing proper workshop flow and technician dispatch
•Preparing accurate estimates and invoices for clients
•Estimating the cost and time needed to do the repair, taking into account the customer’s schedule
•Checking the progress of the vehicle during servicing and contacting the customer when technicians discover additional problems
•Getting customer approval to do additional work and explaining the work performed and the charges being billed
•Referring the technician to the customer and/or test-driving the vehicle to confirm source(s) of service repairs

Keeps equipment available for use by inspecting and testing vehicles; completing preventive maintenance such as, engine tune-ups, oil changes, tire rotation and changes, wheel balancing, replacing filters.
•Maintains vehicle functional condition by listening to operator complaints; conducting inspections; repairing failures; repairing mechanical and electrical systems malfunctions; replacing parts and components; repairing body damage.
•Verifies vehicle serviceability by conducting test drives; adjusting controls and systems.
•Complies with state vehicle requirements by testing engine, safety, and combustion control standards.
•Maintains vehicle records by recording service and repairs.
•Keeps workshop equipment operating by following operating instructions; troubleshooting breakdowns; maintaining supplies; performing preventive maintenance; calling for repairs.
•Contains costs by using warranty; evaluating service and parts options.
•Keeps supplies ready by inventorying stock; placing orders; verifying receipt.
•Updates job knowledge by participating in educational opportunities; reading technical publications.
•Accomplishes maintenance and organization mission by completing related results as needed