Program Manager - Ford India

• Jul 2021 - Present

Operations Manager

• Jan 2021 - Jun 2021

Assistant Service Manager

• Apr 2017 - Jan 2021

Reception Supervisor

• Jan 2015 - Mar 2017

Senior Customer Service Advisor

• Nov 2012 - Dec 2014

 Attend the Customer, understand the complaints & prepare the Service Job Card as per the Service requirement.  Provide proper Cost & Time Estimate to the Customer while preparing the Job Card.  Advise the Customer for the required service on the vehicle.  Continuously monitor the status of the vehicle.  Take necessary approval from the Customer in case of any additional job to be performed on the vehicle.  Make sure all the mentioned jobs are performed on the vehicle within the mentioned Time & Cost Estimate.  Inform the Customer on completion of the service of the vehicle.  Explaining the Customer all jobs performed on the vehicle at the time of Delivery.  Assisting the Service Engineer for technical support.  Maintain excellent rapport with all the Customers throughout the entire Service Experience & hence turning the non-regular Customers into regular ones.  Successfully interacting with VIP clients like Dubai Municipality, Dubai Government, Dubai Police, Emirates Transport, etc. & ensuring smooth operation of the process to be followed.  Successfully coordinating with the entire workshop staff involving Engineers, Foreman, Job Controller, Spare Parts, Warranty & Technicians & ensuring the smooth completion of the job.  Achieving all the targets given by the Company on a regular basis Show less

Customer Service Engineer

• May 2011 - Aug 2012

 Secure world class customer relationship, leading to increased Customer Satisfaction & renewal of Service Contracts.  Customer’s primary Operation contact in Vestas when turbine is under operation & maintenance (O&M).  Act as a counterpart to Customer’s Asset Manager.  Own the contract making sure that Vestas deliver according to the contract & the contract is renewed.  Be part of the Key Account cross functional team in accordance with guidance from MCI.  Obtaining approvals from the customer in case of replacement/repair of spares by providing quotation to the customer through SAP.  Build & maintain relationships with Customers through regular contact to ensure that they are completely satisfied with service delivery.  Keep Customers informed on the progress of planned & unplanned service requirements & notified of any possible delays.  Technical communication & documentation.  Actively seek to resolve all customer complaints speedily & effectively, & escalate unresolved issues to higher management as appropriate.  Selling & maintaining 100% renewal rate of Annual Maintenance Contracts. Show less