Service Customer
Resume:
SHAHBAAZ WALIKAR
Mobile: +** - 903-***-****
E-Mail: *******@*****.***
PROFILE SUMMARY
Pursuing BCA (Bachelor of Computer Application ) and offering over 3.5 years of experience in Service Operations, Maintenance & Troubleshooting in the Automotive Sector; specialization in repair & maintenance of Small commercial and Heavy and Light Commercial Vehicles of TATA.
Deft in handling all service related issues, handling customer queries, providing after-sales services and managing operations with focus on profitability; significant exposure of planning and execution of preventive and corrective maintenance programs, recommending cost-effective engineering solutions
Expert at carrying out various checks, inspection, up gradations and calibrations of equipment to ensure excellent working condition; excellence in resolving technical issues through root cause analysis of problems
Strong relationship management, analytical and communication skills; expertise in managing & maintaining business relationship with clients to achieve quality by resolving their service related critical issues
CORE COMPETENCIES
Conceptualizing& implementing services plans and procedures; focusing on close monitoring of service performance and customers’ expectation vs. product delivery
Managing predictive/preventive/shutdown maintenance for reducing machinery downtime; undertaking inspection, calibration, repair & maintenance of equipment according to manufacturers’ specifications
Supervising and monitoring the performance level of the Maintenance staff for ensuring superior customer service and accomplishment of service targets; identifying the skill set of Engineers to determine training needs
Experience
June 12 – Dec’15 withPatil Trucks Pvt. Ltd., Bijapur
Highlights:
Holds the distinction of managing the entire gamut of operations in the workshop with accountability of profitability, manpower management,and trainings.
Instrumental in conducting troubleshooting, repair & servicing of vehicles and maintenance of vehicle with the terms of the customer contract and SLA
Provided timely update of performance of the company to the management
Excellent track record of turning around the performance of the company from loss making to profit making by enhancing revenue
Significantly contributed in boosting the inflow of vehicles by timely delivery, quality repair work, quick repair, minimizing repeat complaints, training the staff for soft skills and maintaining good and healthily relationship with vehicle owners and drivers
Orchestrated enhancement in the warranty division profit by proper training and guidance to the staff for making right warranty decisions, which was main cause for profit loss and created a proper channel for dispatching the failed parts
Augmented the inflow of accident vehicles byco-coordinating with insurance company, outsourcing jobs and customers by timely delivery of the vehicles with quality repair work
Played a pivotal role in organizing:
oTrainings for Drivers on Safe Driving, Traffic Signals, Driver Responsibilities &Behavior, EnhancingVehicle Life, Vehicle Maintenance, Fuel Utilization Tips, Tyre Life Enhancing Tips, etc.
oTrainings for Technicianson new products and updates of new processes
oTechnical training program on new models for Mechanics
Facilitating adherence to PDI guidelines and educating customers on Dos &Don’ts w.r.t the maintenance of new vehicle
Successfully coordinated Free Service Campaign and Internal, External & ISO audits
Arrangedprocurement of spare parts; ensured adherence to the warranty terms & conditions for customer satisfaction
Coordinated with Technicians for technical updates/ service circulars
Made visits to customers/drivers’ place to get the feedback regarding the quality service
Stellar role in maintaining good business relations for the profitability of the company by liaising with the spare parts vendors, company representatives and outsource repair work vendors
Highlights:
Excellent track record of managing Service Operations for the entire range of TATA Commercial Vehicles (LCV, HCV, MAV & Tippers)
Kept closer track of AMC and Warranty expenses; undertook investigation of failed parts, provided proper feedback to Head Office and provided approval for parts request
Facilitated timely completion of service records; created and circulated Service Bulletins
Enhanced dealer profitability by ensuring adherence of service systems and constant value addition
Oversaw service promotion activities at dealership; set individual dealership targets & ensured the achievement of the same to achieve the required service market share
Organized trainings for workshop personnel (Dealer & Sub-dealer)
Worked in coordination with vendor (MICO, EXIDE, HOLESET, & TEL) for faster and smoother movement
Escalated all observed incidents & irregularities through proper operational escalation points
Monitored adherence to installation guidelines, organization best practices and company policies by the dealership
Resolved customer grievances/service related issues within CSM Benchmark
Growth Path:
Jun’12 – Dec’13 Supervisor
Dec’13 – Apr’14 Service Advisor
Apr’14 – Jan’15 AMC, FSB&Warranty In-charge
Jan’15 – Dec 15’ Asst. Manager - Service
Areas of Strength:
1.Service Operations
2.Scheduled & Breakdown Maintenance
3.Key Account Customer handling
4.AMC Claims
5.Warranty Claims and FSB Claims
EDUCATION
BCA(Bachelor in computer Application) from Karnataka UniversityDharwad, Karnataka in 2014
TECHNICAL TRAININGS ATTENDED
All Tata commercial Models in Hubli
Tata Ace - Small Commercial Model in Bijapur, karnataka
BSIII Diagnosis in Bijapur
AMC& Warranty Training in Hubli
IT SKILLS
Programming Languages : C.
CAD Tools : AutoCAD 2010
Operating Systems : Windows 2007
PERSONAL DETAILS
Date of Birth : 24th Jan1989
Address : S/o.Ahmed Husain H Walikar,NearAnjuman College Gulam Husain Street
Bijapur - 586103
Languages Known : English, Urdu,Hindi&kannada
Feedback of experience
Experience of previous work in Patil Trucks Pvt Ltd workshop manager name Mr Farhan .
Contact number:998-***-****,953-***-****.
Contact this candidate