After sales Manager

ASIM AYAZ KHAN

CONTACT: ***** ****** **** ****

HOUSTON 77070 TEXAS

E-mail: *********@*****.***

Website: NIL

** ***** ** ********* *.A.E. experience in After sales & Body shop for American, Japanese& Chinese Brands. (Chrysler, Jeep, Dodge & Ram, Honda, Geely & Changan)

PRESENT POSITION:OPERATIONS MANAGER BRIGHT SPARK AUTO REPAIRING LLC APR 2017- 2019

Planning & developing Bright spark as Non agency repairs both Mechanical & Body shop, Service & Body Shop Marketing & Developing Business through Fleet & Individual customers, Panel registration through Insurance companies, Improving Body shop Business through Best practices & Providing one stop shop for All customers.

Promoting Tire, batteries & Accessories Business, through effective Service Marketing by providing BS Profile to all customers and posting contents on company’s web.

CORE COMPETENCIES: Problem Resolution (Technical & Personnel), Communication & Co-Ordination with other departments & vendors, Team & relationship Building. Training & Development, People Skills, Customer Handling, Negotiation & Execution, Parts planning Ordering, warehouse management, Parts pricing, Menu pricing & package formulation, competitive analysis of competition on Menu pricing, setting labour charges and Insurance companies Panel rates, sourcing Parts through Local vendors & extending credit terms.

PREVIOUS RESPOSIBILITIES: 2010 – 2015 ALFUTTAIM (Trading enterprises)

5 years as Senior Manager Responsible for Developing and Managing the After Sales& Body shopRashidiya, Branch, achievingincome and expenditure budgets. (Net Sales, Gross Margins & Gross Profit, CSV & Human Sigma Levels), Managing50+ staff

Ensuring Financial Performance targets are met through the maximization of profitability in the Workshop and Parts Department, the achievement of targets and efficient use and control of resources.

Responsible for driving the After Sales& Body shop team to deliver Excellent CustomerService and quality workmanship.

Oversee the handling of Customer Complaints, ensuring that they are resolved to the mutual satisfactionof the customer and the dealership.

Manage Personnel Requirements within Rashidiya After Sales& Body shop department, including:recruitment of qualified employees.

On-going Development and Training for employees to meet the demands of the business and monitoring of apprentices / Junior Technicians; conducting performance assessments.

Ensure that all employees are informed of the company’s vision and core values, financial position and performance, products and working methods, Customer Service Values & Employee Engagement Levels.

Work in Cooperation with other Departments(sales, Marketing & Admin) to achieve business objectives, ensuring that there is Open andEffective communication.

Negotiate and/or participate in negotiations with customers giving appropriate assistance to other departments

With ISO 9001-2008 certification, Trading Enterprises was the 1st company in Al Futtaim Automotive division to achieve this feast, and I am being a part of this certification, have made sure SOPs are developed in accordance with company policies & procedure and are being adhered to.

Al Futtaim Automotive division has now embarked to a new level of Customer Engagement called Drive Magic Moment, started in 2010, where not only Customers but Employees are also given equal importance in Engagement, therefore the combined effect is 240% increase in Business levels.

I feel proud to be a part of this Drive Magic Moment and above all, it is Rashidiya branch under my supervision has achieved Human Sigma Level 5,Highest being 6.

On a similar note Chrysler Middle East Office has started CET program for few location in the whole region called Customer Experience Transformation, where Customer Promoter, Detractor & Passive scores are calculated and efforts are made to transform customers from detractor & passive to Promoters. I am also actively involved in forming strategies to keep Detractors less than 30%

During 2014 the parts sales has been tremendous overall, which is, 123% on net sales, whereas Rashidiya workshop alone contributed 25% of this sale.

AREAS OF EXPERTISE.

BUSINES STRATEGY

Develop and ensure the effective implementation of strategies and plans through the leadership ofthe Service Center in order to ensure that the highest level of performance is achieved and objectives aremet.

BUSINESS DEVELOPMENT

Participate in the identification and evaluation of potential new service centers.

TECHNICAL MATERIAL PLANNING & PROCUREMENT

Define & develop all technical materials &equipments procurement plans, in order to ensure the provision of technical equipment that support the achievement ofOverall business objectives.

CUSTOMER SATISFACTION&

Monitor Customer Satisfaction Index pertaining to the Service function,(i.e: appointment leadtime, quality of service provided,…) in order to determine the extent of customer satisfaction andIdentify steps for improvement in quality

VENDOR LAISION

Maintain liaison with Principal's offices, support in preparing reports ontechnical issues, warranty claims, data and analyses on a regular basis so as to ensure proper communication and, in turn, appropriate support to customers.

SETTING OBJECTIVES & TARGET ACHIEVEMENT

Set goals and objectives for the Service function according to market conditions in order to ensurethe execution of an ORG growth strategy. Responsible for the achievement of Service revenuetargets by the team against financial goals set in line with the business plan.

TECHNICAL TRAINING

In co-ordination with Technical Department, ensure the development of technical training plans, for staff so that their skills are up to date with current needs.

SYSTEM IMPLEMENTATION

Direct and ensure the effective implementation of processes in Service Center to enable processImprovement, cycle time reduction and cost reduction in line with overall business plans of anORG.

BUDGETING & COST CONTROL

Direct the preparation of the Service budget and monitor financial performance versus the budgetso that the business is aware of anticipated costs/revenues, areas of unsatisfactory performanceare identified and potential performance improvement opportunities are capitalized upon.

POLICIES & PROCEDURES

Direct and oversee the implementation of operational policies, procedures andControls covering all areas of Service activities so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service to customers.

ORGANIZATIONAL DEVELOPMENT

Define an optimum organization structure and establish a culture for Service function, so that resources are optimally utilized and communication can take place in an efficient manner.

SUMMARY OF EXPERIENCE

SERVICE MANAGER (2010), RASHIDIYA MECHANICAL BODY SHOP, AL RAMOOL

RESPOSIBILITIES

Optimizing productivity & efficiency, loading & controlling Mechanical shop production activities

Ensuring timely completion of jobs allocated & constantly updates Service Advisor on job progress (as supervisor)

Ensuring high quality control of jobs undertaken

Achieving budgeted revenue target for the Branch every month

Identifying training needs of technicians

Monitoring maintenance & up keeping of workshop equipment

Liaising with Vendors & Principals as required

To implement Principal Dealer Standards on systems & Processes for achieving compliance and adopting best business practice

EDUCATION:Mechanical Engineering August 1985 — Sep 1990

N.E.D UNIVERSITY OF ENGG & TECHNOLOGY

FINAL YEAR PROJECT: DESIGINING OF TURBO CHARGER ON HINO TRUCKS

Master of Business Administration

Sep 2004 — Dec 2006

. SZABIST UNIVERSITY, DUBAI.UAE

COURSES:

Certificate IV in Training & Assessment. Sep 2011

Certified Service Advisor-FCA Sep 2006

Bodyshop management by Polimar (standox) 20.05.2000

The essential service management 20.06.2003

Service managers training by FCA 12.12.2004

Basic painting systems Standox 20.08.2007

AkzonoblePaint production system & quality measures 13.04.2014

COMPUTER LITERACY:

Well versed with MS OFFICE: EXCELL, POWER POINT, WORD

SAP (DMS) & INCADEA

REFERENCES: available upon request

Contact this candidate