3S店服务部管理手册丰田as

3S店服务部管理手册1目录一、岗位责任及权限·······································································1-6服务部经理···················································································1服务部副经理················································································1技术主管······················································································1-2车间主管······················································································2客户服务员···················································································2保修鉴定员···················································································2-3信息管理员···················································································3质量检验员···················································································3培训讲师······················································································3工具资料管理员·············································································3-4油漆技师······················································································4机修技师······················································································4电工技师······················································································4钣金维修技师················································································4备件经理······················································································5仓库管理员···················································································5备件销售员···················································································5备件计划员···················································································5-6保险主管······················································································6保险业务员···················································································6保险文秘······················································································6二、接车、交车、售后服务流程······························································7-（一）、接车工作流程·····································································71、车辆进店接车员（服务顾问）操作流程描述···························8（二）、紧急对应工作流程·······························································9（三）、交车维修质量控制工作流程···················································10（四）、提醒服务工作流程·······························································11（五）、修后跟踪流程·····································································12三、零部件出入库操作流程····································································13（一）设备保养和维修制度······························································13-14（二）车间工具、设备管理规定························································14-15（三）车间材料请购、采买流程························································161服务部管理手册一、岗位责任及权限：服务部经理岗位名称服务经理岗位权限负责售后服务部的日常工作，直接上级为售后副总经理任职条件①大专或以上文化程度，汽车及相关专业，两年以上汽车维修企业管理经验；②精通乘用车维修技术，具备一定的英语阅读能力，能够熟练操作计算机；③具有良好的语言表达能力、文字表达能力及沟通能力；④具有较强的组织、协调能力。岗位职责①负责服务接待、维修生产、维修质量、信息反馈的监督与管理等日常工作；②负责根据FTMS下达的年度目标，制订、实施并完成专营店年度服务工作目标和工作计划；③组织解决服务过程中发生的客户抱怨、投诉；④负责与备件部门协调，解决维修所需备件；⑤负责外出救援、预约服务、用户投诉、走访用户等工作的管理，对重大维修服务项目的评审；⑥负责维修工具和设备的配备；⑦负责所辖区域现场环境的管理；⑧负责组织实施服务活动及组织参与备件、精品促销活动；服务部副经理岗位名称服务部副经理岗位权限协助服务经理的售后服务部的日常工作，直接上级为售后经理任职条件①大专或以上文化程度，汽车及相关专业，两年以上汽车维修企业管理经验；②精通乘用车维修技术，具备一定的英语阅读能力，能够熟练操作计算机；③具有良好的语言表达能力、文字表达能力及沟通能力；④具有较强的组织、协调能力。岗位职责①负责服务接待、维修生产、维修质量、信息反馈的监督与管理等日常工作；②负责根据FTMS下达的年度目标，协助经理制订、实施并完成专营店年度服务工作目标和工作计划；③组织解决服务过程中发生的客户抱怨、投诉；④负责与备件部门协调，解决维修所需备件；⑤负责外出救援、预约服务、用户投诉、走访用户等工作的管理，对重大维修服务项目的评审。技术主管岗位名称技术主管岗位权限直接上级为服务经理，直接下级为保修鉴定员、质检员、培训讲师任职条件①大专或以上文化程度，汽车及相关专业，两年以上汽车维修企业管理经验；②精通乘用车维修技术，具备一定的英语阅读能力，能够熟练操作计算机；③具有良好的语言表达能力、文字表达能力及沟通能力；④具有较强的组织、协调能力。岗位职责①负责定期收集技术疑难问题及批量投放的质量信息，反馈市场品情报告，并定期向FTMS公司维修技术刊物供稿；2②负责产品技术资料的消化、吸收并指导使用；③负责FTMS保修鉴定工作的监督与管理；④负责技术培训管理及组织开展内部技术培训工作；⑤负责控制、监督服务站的维修质量、车辆出厂终检；⑥负责疑难故障的会诊及维修技术公关，指导车辆维修；⑦负责监督、指导维修人员使用专用工具；⑧负责所辖区域现场环境的管理；⑨负责建立文件化的质量管理体系，推行ISO9001标准认证。车间主管岗位名称车间主管岗位权限负责车间的管理及调度，直接上级为服务经理任职条件①大专以上学历，有两年以上汽车维修企业生产经验；②具备相当的乘用车维修技能；③具有一定的管理经验，较强的语言表达能力、组织协调能力；④熟悉计算机基本操作，并熟练运用汽车维修管理软件。岗位职责①负责对进厂维修、保修车辆进行合理派工调度，保证交车时间；②对维修工人进行生产监督与指导，全程监控车辆的维修进程；③负责车间管理制度的制定与落实；④负责对维修工艺、操作流程及维修质量进行把关；⑤负责组织进厂维修车辆检查与故障诊断工作；⑥负责服务车间的5S及车间设备的维护和保养工作；⑦负责所辖区域现场环境的管理；⑧配合组织对FTMS汽车疑难杂症的会诊工作；⑨配合保修鉴定员进行保修鉴定工作。客户服务员岗位名称客户服务员岗位权限负责展厅修车客户的接待工作，直接上级为接待主管任职条件①高中以上文化程度；②良好的沟通能力。岗位职责①负责客户休息室5S工作；②负责为客户提供饮料、报刊、电视等服务；③负责向客户解答有关专营店服务项目、备件/精品的咨询。保修鉴定员岗位名称保修鉴定员岗位权限负责FTMS公司的保修鉴定工作；直接上级为技术主管任职条件①大专或以上学历，二年以上汽车维修企业服务接待工作经验；②有较丰富的汽车构造及汽车维修知识；③具备一定的损伤件鉴定能力；④熟悉计算机基本操作，并熟练运用汽车维修管理软件；⑤良好的文字表达能力和口才。岗位职责①负责FTMS公司的保修鉴定工作；②负责向FTMS公司报送《市场品情报告》；③负责保修件及保修件记录的管理，建立保修件台帐；3④负责保修旧件库的管理；⑤负责配合财务向FTMS公司进行保修结算工作；⑥负责协助处理客户投诉。信息管理员岗位名称信息管理员岗位权限负责公司内部及对外的文件管理及信息反馈工作；直接上级为服务经理；任职条件①中专以上学历，计算机、信息统计或相关专业；②有两年以上文件管理和统计工作经验；③熟悉计算机基本操作，并熟练运用汽车维修管理软件；④良好的文字表达能力。岗位职责①负责收发FTMS公司各类文件、资料；②负责向FTMS公司报送各类报表、资料和文件；③负责服务文件的管理及电子邮箱信息的接收反馈与存档；④负责服务站基本信息（基本资料、人员信息、培训信息等）的维护、接收与反馈；⑤负责服务站的用户满意度日常调查、维修用户接待汇总并向FTMS公司反馈；⑥其它临时性工作。质量检验员岗位名称质量检验员岗位权限负责车辆出厂的最终检验，直接上级为技术主管任职条件①中专以上学历，汽车专业或汽车维修专业，三年以上维修经验，一年以上质检经验；②具有丰富的汽车维修知识和汽车理