Manager Sales
Resume:
ZAKIR KHAN
Mobile: Phone: 050-*******• Email:*********@*******.***
EXECUTIVE PROFILE SUMMARY:
A dynamic automobile professional with more than twenty years of MENA market experience and expertise in after sales operations of conventional and electric cars. Has a vast exposure in leading and managing service centre operations, parts and accessories, KPIs and after sales financials.
WORK EXPERIENCE:
Tesla Motor Company
Senior Service Manager July 2017 – August 2020
JOB PROFILE:
Over view the complete After Sales Operation (Service, Part and Accessories).
Spearheading the start up of the operation during market entry phase.
Setting up of service centre including facilities management, parts department, and installation of equipment, recruitment and working closely with the legal and HSE team
Formalizing service contract with large fleet owners like RTA.
Managing fleet inventory from Import to sale; working closely with 3rd party vendor ensuring the health of the car until it reaches the customer (PDI).
Lead and manage the activities of the service centre to ensure efficient operation Accountable for all service KPI including profitability, Productivity and CSAT. Driving and leading the team to achieve and exceed the KPI target (ensuring Dubai is consistently top 5 in the EMEA region), marketing plan to improve the business,, improve utilization through effective scheduling and contracted AMCs, assessing training gaps by analyzing repeat job and CSI results, Revenue improvement and cost reduction measures
Evaluating the performance of service staff in order to acknowledge employees and guide underperforming ones Instrumental in key negotiations with third party vendors and bringing about cost savings
Reviewing management reports for tracking of productivity, efficiency and profitability KPIs, CSAT, P&L dashboards.
Overlook the below operational aspects
o Analyze FRFT %
o Tools and Equipments requirements.
o Processes – FOH
o Upselling / cross selling
o Aftersales Marketing
o Warranty checks
o Training needs (Technical / Non-Technical)
o Expansion/Market entry plan.
o Business development
o Review the WIP job cards and assess reasons
o Evaluate customer complaints and suggests remedial measures o Supporting third party body shop to repair accident vehicles o Analyzing over aged parts and inform EDC team to ship them back to Europe/ scrap in the local market.
Contact: Marius Iversen, – ********@*****.*** /+452******* Harley-Davidson Motor Company
Regional After Sales Manager – MENA Oct 2010 – June 2017 JOB PROFILE:
Over view the complete After Sales Operation of the dealers (Service, Part and Accessories).
Responsibilities included all commercial and management duties of Harley-Davidson after-sales in MENA, including technical support, parts and accessories supply, dealer development planning and customer service as well as related marketing elements
Mapped a five year strategy with a focus on preparing service facilities, Service Experience, building brand awareness, and training personnel.
Forecast Parts and Accessories sales in the Region of Middle East and North Africa.
Support Dealer Development Manager in the design of workshop after the new market entry approval.
Maintaining the brand image and improve CSI Customer Retention with quality service.
Support dealer in executing After Sales promotion to improve Productivity, parts and accessories sales and to reduce obsolete P & A.
Prepare and manage the annual budget
Correspond with production and factory team especially on product Issues, technical problems
Extensive visits made to dealers across MENA and support/checks made on the below : o Analysis of KPI’s and action plan to improve
o Review Technical staffs training needs
o Review the WIP job cards and assess reasons
o Evaluate customer complaints and suggests remedial measures o Audit Warranty claims, monthly reports
o Analyzing over aged parts and accessories and advising action plans to reduce the obsolete inventory
o Detailed report on the above presented to country Manager and team after each dealer visit
Conduct Dealer engagement activities to engage/motivate and provide communication platform between dealer and motor company
Overlook the operational activities of the dealer’s service and parts departments through coordination, regular discussions and updates to achieve smooth after sales business
‘AL ROSTAMANI GROUP (Dubai)’ Dealer for SUZUKI
Service Manager MAY 2002 – OCT 2010
JOB PROFILE:
Manage the operations of the 5 Service Centers including Bodyshop and reporting to the General manager
Monitors the operations to ensure efficiency and policy adherence for end to end Service aspects such as man efforts, productivity measures, Work in Process levels, Parts availability, reception process, and appointments etc
Maintaining Brand image and Customer Retention with quality service.
Responsible for scripting the business plan, preparing yearly budgets, and monthly forecasts for the Service & Parts
Manage the resources and conduct interviews
Service promotions for Customer Satisfaction.
Conducting staff performance appraisals, motivating staff, instilling essence of team work to achieve optimum quality and productivity.
Intense communication with the principles especially on technical problems, influencing them on warranty claims.
Preparation of monthly report to submit to the General Manager.
‘AL OWAIS AUTOMOBILES (Dubai)’ Dealer for SUZUKI
Service Manager JULY 1999 – APRIL 2002
JOB PROFILE:
To look after the complete Operation of Workshop.
Customer satisfaction with quality service.
Promotion to retain customers.
Correspondence with principles especially on technical problems, warranty claims, monthly report submitting to the Managing Director.
‘E.K. KANOO Group of Companies (Bahrain)’
Workshop In charge MAY 1996 – JUNE 1999
JOB PROFILE:
Job allocation to mechanical, electrical maintenance of company and customer cars, denting and painting department. Accident damage report, sublet repairs.
Road test, conduct warranty claim, prepare monthly report.
(dealers of CITROEN, HINO TRUCKS, ISUZU, SANYONG TRUCKS AND JEEPS)
‘M/S AUTOMARKETING COMPANY (Saudi Arabia)’ Dealer for PEUGEOT Workshop Supervisor JAN 1994 – APRIL 1996
JOB PROFILE:
Allocation of job mechanical, electrical, denting and painting department.
Warranty claim, sublet repairs, and monthly reports for Workshop.
‘M/S KHOORY AND SONS (Dubai)’ Dealer for SUBARU
Service Advisor NOV 1991 – DEC 1993
JOB PROFILE:
Maintenance of company and customer cars.
Allocation of job mechanical, electrical, denting and painting department. PERSONAL DETAILS:
Date of birth: 20th June 1969
Marital status: Married
Nationality: Indian
Driving license: U.A.E license.
PROFESSIONAL QUALIFICATION:
Mechanical Engineering
Diploma in Computer Aided Design and Drafting (AutoCAD) TECHNICAL TRAINING:
Successfully completed 4 training modules conducted by renowned Automotive Consultant
Jeff Smith.
Successfully completed C.U.S.T.O.M sales process Training.
Successfully completed Part and Accessories Inventory Management Training in Milwaukee (USA).
Successfully completed training on Accessorizing by Model Family.
Successfully completed training on Mark-Down.
Successfully completed Managing Change and Resolving conflict through conscious communication training.
Attended Training on Advanced Technical Seminar in Japan (Hamamatsu) for SX4 Engine and SSDT conducted by Suzuki Motor Corporation (Japan).
Attended Advanced Technical Seminar in Dubai Conducted by Suzuki Motor Corporation (Japan).
Attended Training on Subaru SVX in Dubai. The training was on Engine Control Unit, transmission control unit.
Attended Training on Automatic Transmission in Dubai (ZF - Germany) Conducted by Peugeot.
Attended Training on 3116 Caterpillar Engine in Bahrain.
Attended Training on Musso/Kornado Jeep in Abu Dhabi. The Training was on Automatic Transmission/Turbo Charger/E.C.U/T.C.U.
Attended Training on Diesel Pump, R801-Governor in Bahrain.
Attended Training on Hyundai Wheel Loader. The Training was on Basic Technology and Maintenance of HL. 750 Wheel Loader.
Attended Training on HINO Service Maintenance Course in Bahrain.
Attended Training on Advanced Technical Seminar in Cyprus (Larnaca) for M13A Engine conducted by Suzuki Motor Corporation (Japan).
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