Service Manager
Resume:
SHIBU FRANCIS
Dubai, UAE
Mobile: +971-**-*******
E-mail: *********@*****.***
Skills:
Professional: Business Development, Multi-Tasking, Leadership, Decision Making, Effective communication, Good motivation. Strong negotiation, Exceptional organizational skill, Awareness of internal and external customer needs.
Competencies: Act with Integrity, Demonstrate Adaptability, Drive for Results, Influence Others, Lead Innovation and Quality Initiatives, Manage Execution and Manage Talent, Technical Acumen, Use Sound Judgment / Business Acumen.
Operating System: AS400, Kerridge, SAP, Orion, Microsoft Word, Excel, Access, PowerPoint, and Outlook.
Personal Profile:
Nationality: Indian
DOB: 24/10/1974
Visa status: UAE Resident Visa
Languages Known: English, Arabic (Basic knowledge) Hindi, Malayalam, and Tamil.
Marital Status: Married.
Holding UAE driving license.
LinkedIn Profile: https://www.linkedin.com/in/shibu-francis-8b742227/
Interests: Off-road driving, Outing to hill stations, Meetings, Music, Yoga, Meditations.
Reference available upon request.
PROFILE SUMMARY
Career Summary and Objective:
A result oriented, successful professional with over 20 years of experience in leading Automotive Brands and Fleet Management.
To effectively excel in customer support and client servicing in a professional organization, this will enable me to utilize my skills, expertise, and extensive experience to facilitate career growth.
Key Capabilities and Strengths:
Team player, performance oriented with strong Leadership, Time management and Communication Skills.
Marketing and PR skills coupled with people’s management and Resource Management planning
Ability to learn quickly and adapt to changing environments.
Committed to highest levels of professional and personal excellence.
Energetic self-starter with ability to motivate and inspire teams to work effectively and efficiently.
Detail Oriented, Innovative, Well Organized, and capable to plan and complete complex assignments on time.
Ability to work under tremendous work pressure and meet with the deadlines with ease and efficiency.
WORK EXPERIENCE AND GROWTH PATH
Bin Dhaher Motors – Dubai.
Automotive Manager (Aftersales Manager). (Nov 2019 – May 2021)
Oversees the service network of SEAT Dealership and a Multi Franchise Premium Segment Cars throughout the UAE and is responsible for Profitability.
Service standards, controlling costs, building a loyal clientele, and maintaining good employee relations. Satisfy service concerns of all customers, ensure that service is performed at the highest level.
Manage supervisors and various department incharges.
Prepare annual operating budget and a marketing plan to promote new and repeat business.
Ensuring technicians maintain their skills up to date through periodic technical training on new systems and components offered by the automotive manufacturers.
Maintaining the highest Customer Service Index (CSI) rating from customers by handling customer complaints immediately and according to policy.
Ensure qualitative and reliable plans are developed, integrated, and implemented to support the maintenance of all vehicle and equipment assets.
Communicate and coordinate with Service Marketing and spare parts Reduce cost and improves efficiency.
Inspects workshop facility on a regular basis and maintenance as required.
Ensure profitability of all departments while controlling expenses and maintaining customer satisfaction.
Manage and maintain in-house fleet vehicles and its resources for the maximum optimization with minimum operational cost.
Monitoring budgeted financial performance benchmarks.
Optimize cost effective maintenance, operation, and asset serviceability, through continuous improvement programs.
Ensure that the entity has the adequate and suitable resources to complete its activities (e.g., people, material, equipment etc.).
Overseeing procedures and processes for efficiency.
Direct, maintain, and enforce the safety program for the maintenance department.
Review safety records to uphold standards of maximum safety within the operation.
Organize and coordinate operations in ways that ensure maximum productivity.
Ability to respond to common inquiries or complaints from Brands, regulatory agencies, or members of the business community following advice from Operations Manager.
Ability to effectively present information to management.
Gather, analyze, and interpret external and internal data and prepare reports.
Reviewing financial reports to improve budgets and annual operating costs.
Weighing company performance against company monthly, quarterly, and yearly objectives.
Target Auto Services LLC (Easa Saleh Al Gurg Group) - Dubai.
Operations Manager (Business Manager). (Mar 2017 – Nov 2019)
Oversees the service network of a multi brand company throughout the UAE and is responsible for Profitability.
Service standards, controlling costs, building a loyal clientele, and maintaining good employee relations. But most importantly, must satisfy service concerns of all customers, ensure that service is performed at the highest level.
Accountable and responsible of the direct maintenance activities of all vehicles and equipment assets
Hiring and supervising all service department personnel, as well as monitoring their performance in servicing customers.
Creating goals and objectives for the department, which includes an annual operating budget and a marketing plan to promote new and repeat business.
Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Ensuring technicians maintain their skills up to date through periodic technical training on new systems and components offered by the automotive manufacturers.
Maintaining the highest Customer Service Index (CSI) rating from customers by handling customer complaints immediately and according to policy.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Communicate and coordinate with Service Marketing and spare parts divisions on all related issues. Maintain excellent relationships with existing corporate and fleet clients and seek new ones. Reduce cost and improves efficiency.
Extensive technical background with management skills.
Manage and maintain in-house fleet vehicles and its resources for the maximum optimization with minimum operational cost.
Maintain service maintenance records to ensure all the vehicles are operationally fit.
Strong communication skills to deal with customers, employees, and principles.
Ensure profitability of all departments while controlling expenses and maintaining customer satisfaction.
Abreast of the local regulations that affect operations but must also comply with these regulations.
Developing business plans and strategies to align with company forecasts and goals.
Monitoring budgeted financial performance benchmarks.
Ensure that the entity has the adequate and suitable resources to complete its activities (e.g., people, material, equipment etc.).
Overseeing procedures and processes for efficiency.
Organize and coordinate operations in ways that ensure maximum productivity.
Evaluating employees for advancements.
Preparing Annual Service Contracts and SLA’s for fleet customers.
Building trust and long-term relationships with partners, vendors, and clients.
Gather, analyze, and interpret external and internal data and prepare reports.
Reviewing financial reports to improve budgets and annual operating costs.
Weighing company performance against company monthly, quarterly, and yearly objectives.
Western Auto LLC (ETA Group) – Dubai (Dealers for Luxgen, Foton) Service Manager. (Sep 2008 – Feb 2017)
Oversees the service network of a Dealership Service Center throughout the UAE and is responsible for Profitability.
Service standards, controlling costs, building a loyal clientele, and maintaining good employee relations. Satisfy service concerns of all customers, ensure that service is performed at the highest level.
Creating goals and objectives for the department and a marketing plan to promote new and repeat business.
Keeping up to date on manufacturer warranty and policy procedures while serving as a liaison with the principle representatives.
Communicate and coordinate with the principles on service and warranty related issues.
Ensuring technicians maintain their skills up to date through periodic technical training on new systems and components offered by the automotive manufacturers.
Maintains the employee satisfaction & motivation.
Communicate and coordinate with Service Marketing and spare parts divisions. Reduce cost and improves efficiency.
Monitor the efficiency, productivity, utilization, and quality control of service centers.
Ensure all technical and service support extended to Western Auto Leasing Division.
Responsible for the evaluation of the services providers and suppliers to ensure they meet the required service knowledge and are capable to deliver the supplies in an acceptable range.
Responsible for new projects design, construction supervision, equipment’s purchasing, kaizen tools, hiring staff, workshop design and project management.
Al Habtoor Motors LLC – Dubai (Dealers for Mitsubishi)
Workshop Controller. (Sep 2004 – May 2008)
Overall controller for the one of the largest service centers in UAE.
Monitor the efficiency, productivity, utilization, and quality control of all technicians.
Manages a service team of technicians, supervisors, storekeepers & controllers.
Inspecting faulty parts and preparing reports for warranty.
Supervise the functional matters of passenger and commercial vehicle Service and repairs.
Ensure Technical support for the customers and technicians.
Take directives from the management for improving the quality and productivity; also take effective measures to implement it.
Ensure customer satisfaction throughout the service and thereafter.
Negotiate with insurance company.
Develop and maintain excellent business relationship.
Encourage the sales of additional products to enhance the overall target of the branch.
Responsible for achieving monthly and annual targets.
Saud Bahwan Group – Sultanate of Oman (Dealers for Lexus, Toyota, Ford, and Kia) Sr. Foreman (Oct 1998 -- Apr 2004)
Controlling the service center and assigning the jobs.
Preparing estimation for mechanical and collision damages.
Support technicians in technical issues.
Inspection of damaged parts for warranty claims.
Ensure the quality and productivity throughout the service.
Negotiate with insurance company and follow up accident vehicles.
Ensure customer satisfaction throughout the service and thereafter.
Responsible for achieving monthly and annual target.
SKILLS AND TRAININGS
Essential Skills for Managers by Spearhead Training.
Participated in four National Car Rallying Championships in India.
Successfully completed training in Basic First Aid with CPR conducted by Dubai Heart Center.
Attended skill workshops on Customer Service, Leadership, Motivation, Coaching & Communication skills
Completed various e-learning courses through learning resource Centre for personal development.
Attended skill training on Fire Fighting and usage of Fire Fighting Equipment’s.
TECHNICAL QUALIFICATIONS
B.Tech. Mechanical Engineering. Dr. Bhimrao Ambedkar University, India.
Diploma. Automobile Engineering. National Trade Certificate NCVT.
Executive MBA. Marketing Management. National Center for Labor and Learning - Govt. of India.
Certified in Logistics & Supply chain Professional London Academy of management studies – UK.
Certificate in Logistics Professional. Ministry of Education - UAE.
Diploma in Computer Application.
PROFESSIONAL SUMMARY:
Effective communicator and proactive planner.
Conducts Training sessions.
Built long lasting relationships which improves customer retention.
Team Player with leadership qualities and Personnel Management Soft skills.
Demonstrated to work under pressure & deliver product quality within deadlines.
Passionate in updating about the current trends in digital as well as the social domain which will enhance my writing.
End….
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