Service Manager

• Feb 2023 - Present

Volkswagen Workshop & Warranty Manager

• Jul 2011 - Feb 2023

'Hands on' management style prepared to incorporate the workshop control function within the role, lead from the front and cover all productive,non-productive roles where necessaryProvide the highest levels of customer service satisfaction and motivate staff to help improve on thisResponsible for training and assisting with technical trouble-shootingDevelop strategies to improve productivity in accordance with growth planImproving quality, throughput and efficienciesComply with processes and standards set for customer service and complete customer satisfactionResponsible for a large team and must help to encourage the team with a firm but motivational approachEstablish and maintain relationships with the manufacturer's designated warranty representativesConduct weekly audits of warranty and schedules, reviewing all old claims, and address any adjustments or write-offsAssist service consultants in closing all open warranty RO'sAssist service consultants and technicians with any warranty questionsAssist with special projects, audits and reports as requestedReview every warranty repair order written for proper completion, accuracy and legibility according to the manufacturer's policies and proceduresAnalyse problems, identify trends and develop strategies for maximising claim process Show less

Volkswagen Technical and Training Manager

• Jan 2009 - Jul 2011

Support the implementation of aftersales processes and quality standards in accordance with Manufacturer guidelinesAssist in the identification of training needs, both technical and non-technical, of individuals and groups within the company Attend such courses as instructed Prepare, produce, and deliver training presentations both internally and externally as instructed Manage, organize and distribute technical documentsProvide One-on-One coaching of technicians as directed by the After sales Manager List the technical resources available in the workshops and ensure that they correspond to needs (special tools, equipment etc) Ensure the transfer of knowledge to the mechanics according to technical developments Writing technical notes and FAQs for support questions, and driving technical and user documentation Show less

Technical Support & Technical Trainer

• Aug 2003 - Dec 2008

Identify training needs and plan training activities Work closely with the workshop managers for each group brand Conduct training for Service staff Provide continuous technical support to dealers & service personnel Ensure the optimum distribution of Technical Information Clarifying difficulties in the understanding and use of training and reference literature Co ordination with the importer & manufacturer for all kind of technical and non technical issues Follow up and implementation of all Technical solutions & Recall campaigns Responsible for the purchase, calibration of special tools and workshop equipments for the dealers. Provide onsite diagnostic, troubleshooting and hands on technical assistance to technicians in compliance with Audi and VW repair policies and procedures Show less

Mitsubishi Service Engineer

• Nov 1998 - May 2001

Book in customer vehicles Understand customer requirements Price the job and gain authority to proceed the work Liaise with the technical team, keep customer informed of progress Maintain the high standards set by the company and manufacturer Book in customer vehicles Understand customer requirements Price the job and gain authority to proceed the work Liaise with the technical team, keep customer informed of progress Maintain the high standards set by the company and manufacturer