A professional with B-Tech (Mechanical Power in Automobile Technology) and +10 years of experience in Service Operations, Workshop Management, Client Relationship Management and Technical Services. Currently designated as In charge/Controller Mechanical Workshop with (Big Bird Group) Pvt Farm employee, Lahore Pakistan. Expertise in overseeing service operations for Genset, Heavy / Light Commercial vehicles . In-depth knowledge of working and dynamics of products with demonstrated abilities in optimizing product performance and efficiencies. Successful in interfacing with upper level decision makers; resolving critical problem areas and delivering on client commitments. An enterprising leader with abilities in motivating cross cultural teams and enabling them deliver quality services to clients. Strong relationship management, analytical and communication skills.
Areas of Expertise
Managing Service Operations with focus on implementing policies and procedures as well as developing and streamlining systems.
Adhering to service procedures with focus on optimising operational effectiveness of power producing reducing breakdowns / downtime to minimum.
Focusing on generation of revenue through sales of Services and Parts; governing inventory of Spares to enhance storage conditions, reduce expenses and wastage.
Communicating product feedback from the field to principals with focus on effectuating modifications in products and improving product performance.
Implementing Service Recovery Systems to prevent erosion of Customer Retention levels.
Heading Workshop Operations with responsibilities pertaining to ensuring effective servicing and repairs of Vehicles; Warranty; Logistics; Billing and Budgets / Expenses.
Planning and fulfilling hand / special diagnostic tools and equipment requirements for the workshops.
Analysing repair orders to fix problems pertaining to labour revenue generation.
Scrutinising technician productivity and efficiency levels; assessing drops in productivity and instituting corrective actions.
Identifying training requirements of workshop staff and facilitating their individual training.
Client Relationship Management
Ensuring speedy resolution of queries and grievances to maximize client satisfaction levels.
Maintaining excellent relations with clients to generate avenues for additional business.
Monitoring post service activities like follow up with customers, service reminders.
Developing and ensuring customer satisfaction by maintaining excellent Turnaround Time (TAT) for delivery and standard service quality norms.
Handling the planning, execution and evaluation of customer campaign programs.