Floor Supervisor

ervice Advisor / Supervisor – Body ShopRoles & Responsibilities 1. Attendance & Leave ManagementMaintain a minimum attendance of 90%. Provide pre-intimation of leave at least 4 days in advance. Ensure leave applications are approved in advance by the Service Manager (SM). 2. Vehicle Damage Assessment & Customer InteractionUnderstand the cause of the accident, vehicle condition, and customer situation. Conduct detailed inspection of accidental damages. Claim form must be filled in the customer’s own handwriting. Attend to customers and verify all valid vehicle documents required for the insurance claim process. Demand original copies where necessary. Explain the insurance claim process, including cashless and non-cashless terms & conditions, along with repair estimates. Obtain the customer’s signature on the estimate. 3. Insurance Claim ProcessInitiate claim intimation with the insurance company on the same day the vehicle arrives. Coordinate with the parts department to check availability and place orders, ensuring customers are informed about the delivery timeline. Assist the insurance surveyor during assessment and get approval signatures on the assessed estimate. Inform customers once survey and approval from the insurance company are completed. For non-cashless insurance or repair estimates above ₹1 lakh, collect advance payment before starting work and procuring parts. Confirm with the customer if they agree with the insurance approval; record their consent. If the customer disagrees with the approval, facilitate direct communication between them and the insurance surveyor. 4. Repair & Delivery ProcessProvide timely work-in-progress updates to customers. After work completion, send the proforma invoice to the insurance company for liability approval. Conduct a road test; if additional accident-related or mechanical work is found, inform the customer for approval. Once the insurance liability email is received, inform the customer about any payable balance before delivery. Inform the customer about vehicle readiness and confirm delivery timing. Achieve business targets by promoting allied products such as EW, RSA, and REC policies. Keep the vehicle ready at least one hour before the confirmed delivery time. At delivery, explain the tax invoice, show replaced damaged parts, and hand over the vehicle. Explain the quality certificate, affix the next service due sticker on the vehicle, and ensure customer satisfaction. 5. Documentation & ReportingMaintain written records of all approvals, repair order remarks, and documentation with the customer and insurance company. Submit daily reports to the BP Manager in the prescribed format. Conduct N+1 and N+5 follow-up calls with customers. Maintain KPIs as per Care 2.0 guidelines. Achieve a target of 35% MYR downloads by customers. Ensure adherence to C@RE 2.0 audit standards. Maintain CC/1000 RO (Regional Escalation) compliance with ART.