This role involves managing the end-to-end accident repair process, from initial damage assessment to final vehicle delivery. It serves as the primary link between the customer, insurance companies, and the technical workshop team to ensure high-quality repairs and seamless claim settlements.
Key Responsibilities
- Conduct thorough damage inspections and prepare accurate repair estimates using OEM-standard software and DMS.
- Coordinate with insurance surveyors for timely vehicle inspections, document verification, and claim approvals.
- Explain repair processes, insurance coverage nuances, and depreciation costs clearly to customers to manage expectations.
- Monitor the progress of body and paint repairs to ensure adherence to OEM quality standards and promised delivery timelines.
- Manage all documentation for cashless and reimbursement claims in strict compliance with IRDA norms and company policy.
- Upsell value-added services such as ceramic coating, underbody protection, and interior detailing during the estimation phase.
- Handle customer grievances regarding repair quality or insurance delays with professional conflict-resolution techniques.
- Ensure 100% compliance with workshop safety protocols and maintain clean documentation for audit purposes.
Requirements
- Minimum 3-5 years of experience in an automotive bodyshop or accidental repair department.
- In-depth understanding of motor insurance claim processes and surveyor coordination.
- Proficiency in using Dealer Management Systems (DMS) and Microsoft Office Suite.
- Technical knowledge of body repair techniques, paint matching, and spare parts identification.
- Valid four-wheeler driving license for moving vehicles within the workshop and for test drives.
- Fluency in the local language and functional proficiency in English.
Preferred
- Prior experience with a leading OEM authorized service center (e.g., Maruti Suzuki, Hyundai, Tata Motors, or Mahindra).
- Familiarity with IRDA regulations and different types of insurance policies (Zero Dep, RTI, etc.).
- Ability to multitask and handle high-pressure situations during peak accidental inflow periods.
Skills
Technical
Damage Estimation, DMS Operations, Insurance Claim Processing, Paint Technology Knowledge, Inventory Management
Soft Skills
Customer Negotiation, Conflict Resolution, Time Management, Attention to Detail, Persuasive Communication
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic/Body Repair)
Experience: 3 to 5 years in automotive accidental repairs
Certifications: OEM Bodyshop Advisor Certification, Insurance Claim Management Training
Work Environment
On-site workshop environment with a standard 6-day work week (9 AM - 6 PM).
Growth Opportunities
Successful candidates can progress to Bodyshop Manager, Workshop Manager, or Regional Service roles within the dealership network.