Job Description

The Workshop Controller is responsible for coordinating and supervising the service department's daily operations, ensuring efficient job allocation, technician productivity, Utilization, Efficiency and quality control. Additionally, they oversee the administration of warranty claims, ensuring compliance with manufacturer policies and timely reimbursements. This role bridges the gap between technicians, service advisors, parts departments, and manufacturers to enhance service efficiency and customer satisfaction.

Workshop Management & Control:

Assign repair and maintenance jobs to technicians based on skill level and workload.

Monitor work progress and ensure jobs are completed within estimated timeframes.

Oversee technician productivity, addressing any inefficiencies or delays.

Ensure adherence to manufacturer repair guidelines and quality standards.

Coordinate with service advisors to provide updates on job status and potential delays.

Conduct quality checks on completed work before the vehicle is returned to the customer.

Ensure the proper use and maintenance of workshop tools and equipment.

Enforce health, safety, and cleanliness standards in the workshop.

Customer & Team Coordination:

Communicate with customers regarding warranty coverage, approvals, and denials.

Handle escalated customer concerns related to service delays or warranty claims.

Work with the parts department to ensure timely availability of warranty-related components.

Provide training to technicians and service advisors on warranty claim documentation and procedures.

Reporting & Performance Monitoring:

Track workshop productivity, technician efficiency, and repair completion times.

Generate reports on warranty revenue, rejected claims, and workshop performance.

Identify process improvements to enhance efficiency in both workshop operations and warranty administration.

Technical & Industry Knowledge:

Technical & Automotive Knowledge:

Strong understanding of vehicle repair processes, diagnostics, and maintenance procedures.

Familiarity with manufacturer service bulletins, warranty policies, and repair guidelines.

Knowledge of dealership management software (DMS)

Organizational & Analytical Skills:

Ability to manage multiple tasks efficiently and meet deadlines.

Strong attention to detail for warranty claim accuracy and workshop scheduling.

Problem-solving skills to address service delays, claim disputes, and workflow inefficiencies.

Communication & Leadership:

Effective communication with technicians, service advisors, customers, and manufacturers.

Leadership skills to oversee workshop staff and ensure smooth operations.

Ability to handle customer concerns with professionalism and clarity.

Administrative & Computer Skills:

Proficiency in Microsoft Office (Excel, Word) for reporting and record-keeping.

Experience with dealership service management software (e.g., CDK, Reynolds & Reynolds, Kerridge, or similar).

Strong documentation skills to maintain accurate records of repairs and warranty claims.

Education & Experience:

Education:

High school diploma or equivalent (required).

Diploma or degree in automotive technology, mechanical engineering, or a related field (preferred).

Additional training in warranty administration or dealership operations is an advantage

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Experience:

3-5 years of experience in an automotive service environment.

Experience as a workshop controller, senior technician, or service advisor is preferred.

Certifications (Preferred but Not Required):

ASE (Automotive Service Excellence) Certification or manufacturer-specific certifications.

Training in warranty management from an automotive manufacturer or dealership association.

Job Type: Full-time