Autoglass Technician at PG Group

SCOPE and PURPOSE OF THE ROLE: 

• To ensure that the highest level of PG Glass Fitment Centre standards are maintained when fitting of automotive glass is done. These standards include the standards laid down for the Level 1 Service Technician, Level 2 One Man Service Technician, Level 3 AutoGlass Service Technician and Level 4 Advanced AutoGlass Service Technician.

 KEY RESPONSIBILITIES:

 Customer Service:

• Ensure the highest level of quality customer service to external and internal clients through quality workmanship, on time deliveries are done and correct orders are completed and delivered.
• Ensure that you are always polite, friendly and helpful to customers and staff.
• Develop the habit of excellence to ensure the delivery of superior customer service.
• Always wear clean presentable current corporate wear.

Level 1 Service Technician:

• Does the easier polyurethane one man work normally assisted.
• Performs one man fit on door and fixed glass.
• Has limited exposure to customers.
• The productivity standard is >260 points or approximately 4 job per day/ 70 Jobs a month.
• The assessment standard is a minimum of 80%.
• Completes all administration to the required standard
• During a six month period of time, the ratio of comebacks a maximum of three.

Level 2 One Man Service Technician:

• The service technician takes full responsibility for the jobs allocated.
• Interacts with and has exposure to customers
• Mostly does bonded work.
• Handles payment when required.
• Performs one man fitting on all normal vehicles e.g. Toyota Corolla. (If in the branch can be helped to lay the glass but essentially is fully responsible for the work he does,)
• The productivity standard is >300 points or approximately 5 jobs per day / 100 jobs a month.
• The assessment standard is >85%
• Completes all administration to the required standard
• During a six month period of time, the ratio of comebacks a maximum of three.

Level 3 Auto Glass Service Technician:

• The service technician takes full responsibility for the jobs allocated.
• Is qualified to fit more difficult vehicles e.g. Audi A6.
• Interacts with customers on a higher level, can deal with complaints and difficult customers
• Handles payment
• Performs one man fitting on normal and advanced vehicles. (If in the branch can be helped to lay the glass but essentially is fully responsible for the work he does,)
• The productivity standard is >350 points or an average of 6  45 minute jobs per day for mobile fitters and 8  45 minute jobs for inside technicians
• The assessment standard is >90%
• Completes all administration to the required standard
• During a six month period of time, the ratio of comebacks a maximum of three.

Level 4 Advanced Auto Glass Service Technicians:

• The service technician takes full responsibility for the jobs allocated to him
• Performs one man fitting on more difficult vehicles e.g. S Class Mercedes 
• Assists with the development and technical support of the service technicians and technicians in the Fitment Centre
• Interacts with customers and represents the company
• Handles payment
• Performs one man fitting.
• The productivity standard is >400 points or approximately 6-8 job per day / 125 jobs a month
• The assessment standard is >95%
• Completes all administration to the required standard
• During a six month period of time, the ratio of comebacks a maximum of three.
• When performing work inside a Fitment Centre, there may be a requirement to take some responsibility and supervision of the floor of store or both depending on the size of the Fitment Centre.  
• Performs basic duties of the Service Centre Consultant when needed.

Loading:

• Load according to works orders, precise size, correct glass, precise quantity.
• Make sure that there are documents for all glass products loaded and that the load is correct
• Ensure that the glass is clean and presentable, not damaged, correctly packed and tied to the vehicle.

Delivery:

• Follow schedule and meet lead times.
• Notify scheduler and customer of any delays.
• Offload glass onto swept area.
• Off load the full order.
• Pack the order neatly and carefully.
• Get PODs (Proof of delivery) signed by the customer.
• Collect any monies due on COD (Cash on Delivery) orders.
• Hand documents and money to office on return.

Reporting:

• Report back on a daily basis.
• Report all customer problems and or complaints to the Fitment Centre Manager/Senior CSC.
• Report all breakages/ damages to glass.
• Report any accident to Fitment Centre Manager/Senior CSC immediately.
• Report any vehicle problems and do standard weekly checklists on vehicle maintenance.
• Responsibility to report on any fraud to KPMG

Assist:

• Be willing an available to assist the Fitment Centre whenever needed or requested.

Housekeeping:

• Be presentable and maintain the PG Glass image.
• Take good care of equipment / tools as per the weekly checklist.

Safety:

• Adhere to all safety standards and procedures in that must conform to company regulations and traffic laws.

Driving:

• Ensure that you have a valid driver’s license (must).
• Ensure that the vehicle is always licensed.
• No vehicle abuse inter alia: fuel, speeding and personal use.