Service center Auditor

JOB DESCRIPTION
AFTER-SALES SERVICE CENTER AUDITOR
Service Operations Audit & Governance
DepartmentAfter-Sales Service / Service OperationsReporting ToService Manager / Designated Service Operations HeadLocationPune1. Role Purpose
The After-Sales Service Center Auditor is responsible for independently auditing inventory, cash, assets, service processes, operational standards and customer-service practices across service centers. The role identifies risks and discrepancies, supports process discipline, and ensures corrective actions are implemented and verified.
2. Key Responsibilities

• Spare Parts & Inventory Audit: Conduct physical stock verification and reconcile inventory with system records; review stock movements, ageing, slow-moving/obsolete parts, and authorization of issues and returns.
• Good & Defective Stock Control: Verify good, defective, warranty-return and scrap materials; ensure proper tagging, segregation, documentation, timely returns and authorized disposal.
• Cash & Financial Controls: Verify cash balances, collections, receipts, deposits, petty cash, refunds and expenses; identify unrecorded collections, delayed deposits and unauthorized transactions.
• Asset Management: Verify asset registers and physical assets, including identification, location, condition, ownership, utilization, transfers and maintenance records.
• Service Center Standards: Audit infrastructure, service bays, customer areas, branding, safety, housekeeping and compliance with defined service-center standards.
• Service Process & Quality Audit: Review the complete customer service journey, including complaint registration, job cards, diagnosis, estimates, repairs, quality checks, final testing, billing, delivery and feedback.
• Operational Performance: Monitor open/pending job cards, repair turnaround time (TAT), repeat repairs, first-time-fix performance, warranty claims and service productivity.
• MIS, Data & Risk Analysis: Compare system reports with physical records; analyze KPI trends, stock/cash variances, defective stock ageing, customer dissatisfaction and other operational exceptions.
• Audit Reporting & Corrective Actions: Document findings, assess risk and impact, identify root causes, assign action owners and target dates, escalate critical issues, and verify closure through supporting evidence.
• Management Support: Prepare center-wise audit reports and dashboards highlighting discrepancies, compliance gaps, financial/operational risks and improvement opportunities.

3. Required Skills

• Knowledge of inventory control, audit procedures, cash reconciliation and operational compliance.
• Good analytical, problem-solving, documentation and reporting skills.
• Working knowledge of MS Excel, MIS reports and data analysis.
• Strong attention to detail, integrity, communication and follow-up skills.
• Ability to identify process gaps, investigate discrepancies and coordinate corrective actions with service-center teams.

4. Key Performance Indicators (KPIs)

• Audit completion and schedule adherence.
• Reduction in stock and cash variances, defective-stock ageing and recurring audit findings.
• Asset reconciliation and SOP compliance.
• Corrective-action closure within agreed timelines.
• Identification of critical risks, financial leakage and process deviations.

After-Sales Service Center Auditor | Job Description