Workshop Managers

(This role is often combined with that of Workshop Controller)
1. To ensure quality workmanship and customer satisfaction in accordance with company policy and instructions.

2. To ensure that customers are received and that their specific requirements are determined and clearly indicated on the company job card. All customers must sign the job card as approval for the work to be undertaken.

3. To ensure that vehicles are only accepted for routine service where there is a copy of the relevant worksheet for the Technician to work to, unless specifically agreed with the customer.

4. To ensure that all parts removed and replaced during routine maintenance are offered to the customer, if so requested on collection of the vehicle.

5. In order to ensure that proper control of the workshop is being maintained, must conduct a weekly check on the paperwork systems. In particular:

• job cards and service worksheets must be examined for content and signature;
• quality control records must be examined for content and number, together with any remedial action taken by the Quality Controller.
Must keep a record of these checks and of any remedial action necessary.

6. On a random basis, once per week, will road-test and conduct a full examination of a vehicle previously subjected to a quality control check undertaken by the Quality Controller and will sign and date the Quality Controller’s check sheet in confirmation.

7. To monitor Technicians performance through the weekly efficiency bonus scheme and investigate any anomalies.

8. To ensure that the Quality Controller completes the necessary checks on all service equipment, and that the appropriate log book of service schedules is maintained.

9. To ensure that all company job cards and maintenance records are kept for at least 3 years.
10. To ensure that all price lists and notices issued by the company are current, including any special offers. Also, that all quotations and prices, however given, are accurate and in accordance with the company pricing policy.

11. To ensure that all complaints from customer are dealt with promptly and positively using the formalised company complaints procedure.

12. To keep themselves abreast of all technical and legal matters in relation to the products serviced or repossessed. In particular:

• be conversant with the legal implications arising from vehicle maintenance;
• be aware of all technical operations, use support information as necessary, and refer to the Director/Proprietor in all cases of uncertainty;
• read and action all updating technical information received at the branch;
• read and adhere to the overall company Quality Control system relating to service operations.

13. To ensure that all relevant material is distributed to the Workshop Controller and is made available to Technicians. To ensure that all instructional video systems are viewed by Technicians, as necessary.

14. To ensure, that all employees receive adequate training to enable them to competently fulfil their duties. All training must be approved, notwithstanding the requirements of individual manufacturers.

A record must be kept of all training received by each employee.

15. To ensure that the quality control procedures do not fall into disrepair through staff absence. The quality control functions of the Quality Controller must be reallocated in their absence. Subordinates must be adequately trained in order that they can assume responsibility.
16. At the end of each month, shall complete a written report for the attention of the Director/Proprietor. This report shall detail:

• the dates of all completed checks at each branch;
• the results of these checks;
• any problem areas or other comments;
• comment as to the compliance, or otherwise, with the company Quality Control system or customer complaints procedure;
• details of any remedial action proposed or initiated.

At the end of each quarter shall complete a written report of the attention of the
Director/Proprietor on the operation of the Quality Control Procedures, including any problem areas and remedial action proposed or initiated.

17. The company’s disciplinary procedures will be invoked where these instructions are not followed.