Service Sales

INTIKHAB ALAM

Phone No:- +971-**-******* (M) & +919*********

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

Seeking Managerial level assignments or Technical Support in Automobile Sales & Aftersales (Service and Parts) with an organization of repute.

PROFESSIONAL SYNOPSIS

A dynamic professional with 20+ years of experience in Automobile After Sales(Service and Parts), Technical Support, Business Development, Customer Relationship Management and Team Management.

Currently associated with Al Futtaim Motors Franchise for Toyota and Lexus Vehicles aftersales division functioning as Service Manager (independent branch in charge).

A keen planner, strategist & implementer with demonstrated abilities in devising sales & service operations and accelerating the business growth.

Expertise in managing sales & services operations across the market with key focus on top line and bottom line profitability by ensuring optimal utilization of resources.

Proven skills in managing teams to work in sync with the corporate objectives & motivating them for achieving business and individual goals.

Monitor and analyze the P&L in all sources of revenue and involved costs.

An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude.

Effectively handling branch operation, Administration and interacting with HO on branch issues (Budgeting, Sale forecasting, accountability, Auditing, MIS, Workshop issues, Planning for loss of sale, Prepare budget and promotional schemes, Set targets for Service and Parts operations, monitor & review to achieve on monthly, quarterly & annual,).

A very good technical back ground, can handle or solve critical technical and warranty issues.

Ability to maintain proper parts Inventory levels and calculate parts Fill rate and parts Service rate.

Ability to determine the Stocking and Non-Stocking parts. Knowledge of Parts binning and location system.

Ability and knowledge of parts pricing procedures. Knowledge of EPC system.

Ability to provide inspiring leadership through vision & objectives; motivation & value-addition to the team.

Ability to monitor KPIs.

CORE COMPETENCIES

- After Sales Management - Profit Centre Operations (P&L) -Technical & Warranty Support

- Customer Relationship Management - Team Management -Job Control

- KPI Management - Inventory Management - Quality control, Efficiency & Productivity

-Parts pricing procedures - Protect margin and Turn Inventory

FUNCTIONAL SKILL SET

Establishing short term / long term budgets & corporate strategies for achievement of business targets.

Business planning, forecasting and analysis for assessment of revenue potential in business opportunities.

Overseeing the sales & service operations, thereby achieving increased business growth.

Developing relationships with key decision-makers in target organizations for business development.

Interfacing with the customers for promising the most viable services and cultivating relations with them for securing repeat business.

Planning day-to-day strategies, budgets, forecasting, procure the parts according to need, warehouse, delivery schedule, time management for deliveries, Branches stock rotation.

Ability and knowledge of branch parts inventory, Stocking, parts and service fill rates.

Recruiting, leading, mentoring & monitoring the team members to ensure efficiency in process operations and meeting of individual & group targets.

Achieving customer satisfaction by providing quality services.

Standardized the Warranty Administration on top by avoiding the claim rejections from Principal.

Implementation of Service Operation Procedures in accordance and coordinating with Principal.

ORGANISATIONAL EXPERIENCE

Since May 2013 till date associated with Al Futtaim Motors UAE (Toyota and Lexus vehicles) as Service Manager.

Responsible and in charge for the whole branch functionality.

Branch budgeting and sales achievements monitoring.

KPI monitoring.

Business planning, forecasting and analysis for assessment of revenue potential in business opportunities.

Achieving customer satisfaction by providing quality services.

Distribution of targeted budget among the staff.

Maintaining the standards of Workshop Efficiency, Productivity and Utilization.

Maintain the Parts avalibility, controles parts Inventory and interpret reports.

Maintains the parts discounts and profitability.

Maintains the Parts and service fill rates.

Handling customers and provide resolution to their concerns.

Implementation of all the SOPs from the OEM and the head office.

Provide daily sales report to management and discuss the action plan for any shortcomings.

Monitoring of customer service values and Net promotors score.

Provide action plans to increase and maintain CSV and NPS.

ORGANISATIONAL EXPERIENCE

Since Dec2011 till mid 2013 LOOTAH GROUP OF COMPANIES UAE (Franchise of Hyundai Passenger cars, Commercial and heavy Vehicles in African Country) as Service Head- Including the Service Technical & Warranty Support.

Key Deliverables

Establishing the new set for Service Operations for LOOTAH Group in Africa from Equipments ordering to setting up the Service Center, System for co-ordination, Billing software, Control on inventory and stocking. Heading the team of people from Reception, Workshop, Admin, Counter Sale and Warehouse.

Solely responsible from parts ordering, pricing, warehouse managing by proper binning and location system.

Coordinating with Principle for day to day activities of operation and ordering status.

Controlling the parts and service fill rates. Managing the parts discounts and maximize the gross margin.

Maintaining the parts stock based on new models and technical service bulletins.

Managing service of typical manufacturing faults.

Effectively handling branch operation, Administration and interacting with HO on branch (Budgeting, Sale forecasting, accountability, Auditing, MIS, Workshop & Warehouse issues, planning for lost sale).

Customer post service follow up to get the inputs of service provided and taking quick action against the poor feed backs if any.

Handling the export operation from UAE market and travelling between Africa and UAE for meeting export customers.

Notable Achievements

Set the after sales operation in East Africa within 2 months of time and sold Service Maintenance Contracts to most of the Public and Private sectors and Army bases of USA, French and Japan.

ORGANISATIONAL EXPERIENCE

Since Nov’2002-to- Dec’11 with Al futtaim Motors UAE (Franchise of Toyota, Lexus and Hino) as Service Advisor, Workshop Controller/Supervisor, Service Support Manager and Lexus Supervisor.

Key Deliverables

Responsible for after sales & service customers to entertain their complaints and concerns and guide the team to get the complaints rectified.

Coordinating with Service professionals to function the Shop floor smoothly.

Handling pricing, schemes, repair estimates, analyzing loss of sale.

Effectively handling of Service operations, Administration and interacting with HO on branch (Budgeting, Labor forecasting, accountability, planning for lost sale).

Maintaining quality control, Efficiency and Productivity, Safety precautions and House keeping as per company standards.

Conducting meetings with team leaders and co supervisors to increase efficient utilization of manpower.

Providing technical support to technicians in solving Troubleshooting on Air-conditioning, Mechanical & Electrical as per standard procedure, Overhauling petrol and diesel engines by using specified SST’s.

Always concentrating on T.C.S (Total customer satisfactions).

Responsible for all warranty related issues like decision making, T1&T2 (complaint, cause& rectification), work operation codes, approvals from manufacturer and claims to manufacturer.

Managing KPIs.

Notable Achievements

As a branch warranty administrator maintained 0% warranty claim rejection rate from Principal.

Contributed in sustaining the branch on the top of the chat in CSI report (Customer Satisfaction Index).

Contributed in Branch Customer satisfaction award on pricing, delivery management and stock order.

As a Workshop controller/Supervisor, Job controller maintained the Team work between Productive and non Productive professionals by distributing the jobs equally and getting the jobs done qualitatively and quantitatively.

Jan’1997 - May’2002 with Highland Automobiles Pvt Ltd. (Franchise of Maruti Suzuki) as Service Technician, Shop Floor In charge and PDI In charge.

Key Deliverables

All kinds of Mechanical and Electrical repairs on all franchise Petrol and Diesel vehicles.

Providing fault diagnosing support to junior technicians.

Responsible for all happenings on shop floor,(functioning, quality assurance, productivity)

Performing Pre Delivery Inspections on new cars before delivering to the customers.

Notable Achievements

Awarded first certified technician for Multi Point Fuel Injection (MPFI) vehicles in J&K state.

QUALIFICATIONS

Diploma in Mechanical Engineering

Institution of Mechanical Engineers India (1996)

Attested by Ministry of Education and Foreign Ministry.

TRAININGS ATTENDED

Front Line Business operations training from AlFuttaim training center in 2019

Customer Comes First from Alfuttaim Training Center (UAE) in Sep 2006.

How to develop customer mind set from Al Futtaim Training Centre(UAE) in 2010

Warranty Administrator training form National Service Division Toyota UAE.

Supervisory Skills Training from Al Futtaim Training Centre (UAE) in 2008.

Diagnosis technician engine & Electronic Fuel Injection training form Maruti Suzuki Principal

Handling of new Hybrid engine vehicles.

Pro-Technician in 2003

IT SKILLS

Well versed in Windows, MS Office, Tally and SAP & Internet Applications.

PERSONAL DETAILS

Date of Birth : 5th April 1974

Address : Seer Jagir Teh.Sopore Distt. Baramulla J&k India Pin. 193201

Languages known : English, Arabic, Urdu.

Contact this candidate