Manager - Technical & Warranty

• Jul 2022 - Present

Aftersales Manager

• Oct 2021 - Aug 2022

• Reporting directly to the aftersales GM, job role is to prepare annual Business plan, operating budget, Action plans, set goals and objectives for each department and monitoring the departments’ performance. • Organize brainstorming session with key members of the team to formulate department action plans every year. Monitor its implementation and progress. • Analysis of Monthly P&L statements and take corrective actions based on deviations • Plan and execute Service retention and promotion campaigns throughout the year. meeting with interdepartmental team to get feedback and measure effectiveness. • Prepare and implement employee Performance Improvement program (Incentive schemes) to maximize the output from staff and enhance profitability – monthly monitoring report for all staff • Prepare and send monthly operating reports to principles. Coordinate with line Managers to ensure dealer targets are met, take corrective actions if required. • Prepare and timely update of the service contracts for all brands • Conduct Feasibility study/Cost benefit analysis on new ventures and projects and advise the top management on project feasibility Show less

Manager - Aftersales

• Mar 2015 - Sep 2021

Manage operations of the entire support division which include Technical & Warranty division, MIS, PIP, Logistics, PDI, & Management of New vehicles storage yard. Prepare annual operating budget based on retention analysis, set goals and objectives for each department and monitoring the departments’ performance. Prepare and implement action plans to execute various GM programs such as Cadillac Premium care program (PCPP)Directing the hiring, development and training of managers/staff for the Service, and Body Shop departmentsPrepare and implement employee Performance Improvement program to maximize the output from staff and enhance profitability – monthly monitoring report for all staffManage the overall operations of the Warranty department to monitor timely warranty claims submission & reconciliation, conduct internal warranty review meetings/audits to ensure Warranty P&P is followed and manage GM external Audits Show less

Asst Manager - Aftersales support

• Jan 2012 - Feb 2015

Manage day to day operations of Technical & warranty Department, PDI and Management Information System (MIS)Review performance data to measure productivity and goal achievement of the field group and 3rd party service providers to determine areas needing training and program improvement In-depth analysis of P&L Statement and discussion with the profit center Managers. Advise management about key areas of deviation and improvementPrepare Annual training calendar and ensure targets and internal training requirements in all areas are metConduct internal ISO Audits to ensure compliance (1S0 9001 : 2008)Prepare Technician Skills Matrix as per job category and coordinate with workshop managers to ensure that job allocation is based on TSMPrepare and timely update of the service contracts for all brandsConduct Feasibility study/Cost benefit analysis on new ventures and projects and advise the top management on the profitability Develop & Follow SOPs to ensure timely resolution and escalation of issues. Show less

Service Engineer

• Nov 2008 - Dec 2012

Lead a team of master technicians and foremen in solving complex technical problems, both electrical/electronics (programming and other software issues related to control modules) and mechanical issues.Responsible for achievement of Training and FIRFT Targets set by GM for all the workshops Monitoring monthly workshop target and preparing Management reportsEscalation of critical Customers Complaints to GM Technical Assistance center (TAC Contact)Ensure all ISO polices, and processes are met – calibration of Tools and Equipments, Maintenance of Lifts and other workshop tools etc.Prepare and sent Monthly Comeback analysis to GM and review with Technical teamSharing of all technical bulletins diagnostic best practices with all members of the technical teamConduct monthly FIRFT meeting with foreman and technicians to discuss various technical and warrant issues Show less

Service Manager

• Aug 2006 - Nov 2008

Handling full operation of the workshop (Mechanical & Body shop).Maintain high retention ratio and Customer Satisfaction & LoyaltySupervising and ensuring optimum productivity & utilization of the workshop staff (Mechanical & Bodyshop Section).Dealing with all insurance companies motor claims department and surveyors to speed up all insurance processes to avoid any job delay.Create professional relationship with all customers to improve customer’s loyalty especially for fleet and government customers.Operating all administrative responsibilities to achieve a smooth official operations and motivation and welfare of staff.Achieve all financial targets, planning to face future challenges of the market Show less

Service Advisor

• Aug 2003 - Jul 2006

Receive the customer courteously and introduce him to the service facilityListen to the customer to understand his needs fully.Maintain an honest and cordial relationship with the customer.Answer customers’ queries and concerns about their vehicles in a polite and professional manner.Create customer awareness of all products and services available.Customer follow up about job progress, any additional cost and change in promised date