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Mir Fareed Khuraishi

National Service Manager Hyundai CV at Juma Al Majid Group

Summary

LOOKING FOR SENIOR LEVEL POSITIONS IN SERVICE OPERATIONS/ NETWORK/ DEALER DEVELOPMENT WITH A LEADING ORGANISATION IN THE AUTOMOTIVE INDUSTRY

 

Over View

  • Result-focused, professional with over 15 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.

 

Work History

Feb 2015Present

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).

20102015

Brand Service Manager

Juma Al Majid Est. HYUNDAI
  • 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.
  • Procuring & maintaining workshop tools, special service tools, equipment as per the principal standards.
  • Generate work orders and manage subcontractors to execute the planned orders.
  • Ensure all Rules & Regulations Follow Up by staff as per company & Principal's Standard).
  • 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.
  • 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.
  • Conceptualizing & developing training & development initiatives for improved performance & productivity. Scheduling & executing Monthly training calendar, evaluating training programs and collating feedback. Imparting effective training programs through use of audio-visual aids and responding to queries in a spontaneous manner.
  • Addressing all issues related to Hyundai Commercial vehicles brand QUALITY, WARRANTY, DEALER MANAGEMENT, FLEET MANAGEMENT.
  • Visiting all Customers with regular visits to ensure good relationship with them and address all their concerns.
20072010

Service Manager-Dubai

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.

 

References

MR AUSTIN KIM REGIONAL SERVICE MANAGER HYUNDAI

REGIONAL MANAGER FOR MIDDLE EAST AND AFRICA

MR JB KIM DGM HYUNDAI

DGM for service operations for HYUNDAI for all over the world

Education

20142014

MBA OPERATION MANAGEMENT

SM University University of Mysore


19951999

AUTOMOBILE ENGINEERING

PES COLLEGE OF ENGINEERING