Download PDF

Summary

  • Result-focused, professional with over 16 years of experience including in Service Operations, Dealer Management, Client Servicing and Training in the Automotive industry.
  • Resourceful at maintaining business relationship with clients and customers to achieve quality product and service norms by resolving their service related critical issues.
  • A keen planner, experienced in handling training and development with proven abilities in designing manuals/ courses/ content material/ and evaluation forms.
  • Skilful at monitoring & motivating the workforce to enhance their efficiencies. Assist them to deliver quality services to clients. Managing service centre directly with 60 employees from different ethnic Background & managing indirectly 6 service centres in UAE for all CV related business issues.

 

Over View

  • National Service manager with 16+ years experience & reporting to after sales Director dedicated to continuous process improvement in the face of rapidly evolving and changing markets. Extremely results-oriented and proactive in finding cost-effective solutions to company-wide problems & with sound knowledge in Service Operations, Dealer Management, Client Servicing and Training in the Automotive industry.
  • Seasoned management professional who excels in establishing excellent working relationships with customers, employees, vendors and contractors.
  • Versatile Manager focused on team building and talent development. Driven to surpass company goals while thriving in deadline-driven environments.
  • Talented after Sales professional possessing in-depth knowledge of automotive business, as well as advanced understanding of Customer needs and wants. Personable and friendly with superb negotiation and presentation skills.
  • High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.
  • Decisive Manager motivated to drive company growth through proactive actions for business growth. Passionate about customer relations with expertise in problem solving.
  • After sales professional with broad background in operations, project and risk managemen Enthusiastic team player dedicated to process improvements and staff development.
  • Skillful at monitoring & motivating the workforce to enhance their efficiency. Assist them to deliver quality services to clients. Managing service center directly with 60 employees from different ethnic Background & managing indirectly 6 service centers in UAE for all CV related business issues.

Work experience

2010Present

National Service Manager

Juma Al Majid EST

Service Operations/Dealer Management: Heading post-sale service operations ensuring customer satisfaction and business retention. Collecting & collating data on jobs/ other specific complaints & discuss the same with the manufacturing team for counter measures. Ensuring operations at the service points match company’s standards. Organizing Free Check up Camps, service marketing; provide total transport solution to enhance customer contentment levels. Market survey and analyze competitors’ situation, products, products advantage/disadvantage and competitiveness. Ensuring Dealer adhere to systems and processes at per Dealer Operating Standard. Analysing workshop revenues on monthly basis based on the KPI’s.

Client Servicing: Monitoring the post service activities like post service feedback, follow up with the customers, service reminders and handling customer complaints, call centre activities management for superior customer service .Enhancing customer satisfaction matrices through on-time delivery of spare parts, monitoring customer complaints & warranty issues. Execute Key account management concept for key customer. Formulating different service and parts agreement packages define value for money.

Team Management: Currently managing a total of 60 productive and non productive staff. Supervising and monitoring the performance level of the service staff for ensuring superior customer service and accomplishment of service and spare parts targets.  Prepare and review personal business plan for team members to develop a capable and motivated team of professional.

Quality Management: Involved in addressing all Quality problems & reporting to KOREA for any further plan of action & also providing field service solution to some problems.

Liaison: On regular basis having liaison with the manufacturer for the all the requirement from them for quality, technical feedback, survey reports of Hyundai commercial reports.

Fleet Management: On regular basis having meeting with the Major Fleet companies & visiting them on site and helping them in providing technical support, drivers training, addressing their problem with 3S team (Service , Spare Parts Sales )

Revenue & Profit: To achieve and exceed the budgeted target on Net service sales, Gross profit and Net profit by maximising the revenue streams and optimising key Service KPI's of Productivity, Efficiency and Utilisation.

Warranty management: Involved in warranty operation & warranty issues like claims, principal Audit & Distributor audit. Also allocating the Goodwill budget for Dealers (branches) & managing this budget is used in the best interest of the customer.

Deal evaluation: Involved in evaluation of the Dealers (branches) & rating their service activities & reporting this results to the principal (HMC).

Marketing: Involved in marketing decision with after sales Marketing department to make custom made programs for customer retention, brand awareness & revenue generation for after sales service department.

Vehicle Sales: Involved with the sales department & product department in preparing tender for government & local deals & also providing insight to product department for the right kind of specification for the UAE market based on customer feedback & requirement from the field.

20072010

Service Manager

Juma Al Majid Est.
  • Follow SOP & to assure permanence and consistency of processes and programs established in the workshop operation.
  • Ensure high profit margins for the service center by improving service qualities, controlling OPEX.
  • Monitor all jobs to achieve the targeted KPI.
  • Provide direct supervision to all staff in performance job responsibilities.
  • Generate work orders and manage subcontractors to execute the planned orders.
  • Assure availability of Parts/Materials for every job and report to the Service/Parts Manager the non-available parts.
  • Ensure all Rules & Regulations Follow Up by staff as per company & Principal's Standard).
  • Ensure the implementation of the HSE on the workshop.
  • Follow all body shop activities and have good relationship with all insurance companies.
  • Constant Coaching and developing team members in soft skills.
  • Building strong customer relationship.
  • Guide customers on routine maintenance practices and correct use of automobiles.
  • Spearheaded workshop management with organized work distribution.
  • Successfully designed and developed QIR (Quality investigative report) for all the problems occurring in vehicles & having the reports sent to Korea for further investigation and Field Survey Reports on Commercial Vehicles for Fleet Customers.

 

20052007

Workshop Manager & Trainer

Juma Al Majid Est.
  • Spearheaded workshop management with organised work distribution.
  • Successfully designed and developed QIR (Quality investigative report) for all the problems occurring in vehicles & having the reports sent to Korea for further investigation and Field Survey Reports on Commercial Vehicles for Fleet Customers.
  • Conducted training for both in-house & for fleet Customer.
  • Provide technical support for problem in identification and correction of service activities.
  • Evaluate new technology for improvement in performance of services activities.
  • Prepare QIR and make recommendations for improving operations and solving comprehensive related problems.
  • Explain to the technicians the TSB received from Korea HMC (Hyundai Motor Company).
  • Maintain continuous quality control on all repairs performed.
  • Prepare tires report and follow with the tire agency.
  • Check with HMC (Hyundai Motor Company) any modified part & update spare part manager
  • Test vehicles follow up by monitoring and sending reports to Principal & check the durability in the test conditions.
  • Warranty parts analysis for reducing the CPVS for enhancing the distributor credibility with the principal.
20032005

Workshop supervisor & Warranty In-charge & Trainer,

Juma Al Majid Est.
  • Led complete workshop operations with organised work distribution; managing all warranty and CRM issues.
  • Aptly provided Technical Information on any issues related to quality & durability of the Vehicles to HMC & KMC.
  • Administered teams for verifying defective parts and categorizing the parts to be claimed under warranty for HYUNDAI & KIA vehicles.
  • Prepared QIR (Quality Investigative Report) for all the problems occurring in vehicles & having the reports sent to Korea for further investigation and Field Survey Reports of Vehicles for Fleet Customers.
20012003

Senior Customer Service Advisor

Juma Al Majid Est.
  • Providing service support to clients for effective service delivery.
  • Maintaining and managing a minimum WIP (Work in Progress) job orders compared to the regular job orders to accommodate service needs.
  • Co-ordinating with customers for Free Service Clinic, Special Offers, etc and with Parts Division for warranty parts replacement and advising the customer accordingly.

 

Education

20122014

MBA OPERATION MANAGEMENT

Sikkim Manipal University


19951999

AUTOMOBILE ENGINEERING

PES COLLEGE OF ENGINEERING