Mir Fareed Khuraishi

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.

• 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.

• 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.

• 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.

• 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.