Abdul Hameed Kuraishi

Role & Responsibility:
• Allocation of repair orders to the technicians ensuring the right tasks are handed to the technicians with the suitable skills for the job.
• Ensuring that standard repair procedures are followed by technicians, proper use of tools and equipment and care of customers’ vehicle.

• Maximize the shop productivity & efficiency by ensuring continuous workflow and proper application of the labour time guide.
• Maintain communication with Quality Controllers & Technicians by clarifying diagnostic procedures, sharing and explaining new information in HTI & Service bulletin.
• Assisting Service Advisors & technicians when there is difficulty in interpreting a customer complaint and in the correct write-up of the complaint.
• Act as the interface between the technicians, Service Advisors and the management.
• Evaluate technician skills and recommend future training requirements.
• Monitor the quality of the services provided by the technicians to facilitate a high standard and help in raising CSV index.
• Facilitate the orientation of new team members by familiarizing them with work surroundings, explaining work hours, procedures, use of equipment and job expectations and ensure that new team members understand their respective duties.
• Preparing reports related to technicians Productivity, efficiency & FRFT.
• Customer handling in difficult situations.
• Conducting weekly meeting with the team discussing workshop issues & concerns.
• Drive revenue growth in the back shop by looking for new avenues to drive business and support corporate strategies.
• Ensuring associates have a safe work environment and maintain the safety of the technical equipment and tools.
• Maintain high level of motivation and morale in the team ensuring development of the staff, to achieve high level of employee satisfaction and thereby high productivity and customer satisfaction.
• Workings in close liaise with Service manager to ensure achieving monthly labour revenue budget & the smooth operation of Service centre.
• Depute as Service Centre In-Charge in the absence of Service Manager.

Key Activities & Accountability:
• Ensure that Reception area is well managed and operates smoothly for high level of efficiency and customer satisfaction. Ensure high level of Customer Satisfaction for customer retention and business development. Ensuring pre-booking of vehicles for service, to ensure proper workshop loading.
• Ensure vehicle is received efficiently and in a professional manner, to assure customer that his vehicle is in safe hands. Ensure proper delivery of the vehicle to the customer.
• Ensure job card is opened efficiently and accurately for quick and correct execution of the job and once the job is completed; raise necessary invoices to ensure timely delivery and collection of payment from customers.
• Ensure effective personal and telephonic communication with customers regarding charges, Warranty Jobs, approvals and negotiations. Deciding on Goodwill Jobs and requests whenever requested and required.
• Ensure equally clear and concise communication with foreman regarding job.
• Maintain high level of motivation and morale in the team and ensure development of the staff, to achieve high level of employee satisfaction and thereby high productivity and customer satisfaction.
• Depute for Service Manager in his absence for continuity of workshop operations.

• Complete management & supervision of the Service center activities consisting of periodic/breakdown maintenance & accident repair shop. (Administration & Technical)
• Ensuring the smooth running of Workshop-Service Centre & reception activities.
• To ensure that proper systems & procedures are followed at reception by the service advisors in effectively dealing with customers.
• Supervision of activities like proper appointment system, receiving & delivery of vehicles, proper explanation of jobs done in a customer’s vehicle to the customers, are properly done by service advisors.
• Ensuring the smooth flow of repair work inside the workshop.
• Negotiation with the insurance personnel in difficult cases
• Involving in difficult fault diagnosis with mechanics & foremen.
• Deciding on warranty repairs & claim.
• Preparing technical report of defects & faults found in a new vehicle to be forwarded to the service manager for further action.
• Ensuring that the repair work in the vehicles is carried out as per the guidelines & specification of the manufacturer, emphasizing its importance to the technicians.
• Ensuring that the repair history of the vehicles are entered/maintained in the system properly.
• To ensure high level of CSI .
• Ensuring that the difficult & unsatisfied customers at the time of last delivery are properly surveyed to retain them & bring them back to the workshop.
• Customer handling in difficult situations.
• Arranging the maintenance & calibration of workshop tools & equipment.
• Deciding on the yearly workshop budget & motivating the staffs to achieve the set monthly target budget, to keep the service center running in profit.
• Working in close liaison with sales department to ensure maximum satisfaction to the customers.
• Reporting to the Service manager & ASM at the head office & seek his advise & interference to improve & grow continually.

• Receiving customer’s vehicles at the reception, taking approval of jobs & delivering the vehicle to the customer explaining the job carried out & reminding of the next service.
• Dealing with the insurance personnel to take the accident repair estimate approval.
• Meeting with the new customers in the showroom at the time of new vehicle delivery, explaining them the importance of periodic maintenance in their vehicle & offering them the service contract.
• Aggressively selling the service contracts to the first time customers at reception counter explaining its benefit to them.
• Opening of job cards & the follow up with the foreman & technicians regarding the work progress in vehicles & keeping the customers always informed.
• Updating the vehicles repair history in the system.
• Being the ISO-9002 company, following the guidelines & procedures as per the standard.
• Updating & keeping all the documents as per the ISO standard.
• Telephone survey of customers few days after the delivery of vehicle to gauge their satisfaction level on the last visit & reminding them of their next service.
• Properly giving the appointment to the customers, ensuring smooth flow of vehicles in the workshop.
• Discussing the warranty repairs with immediate in-charge & informing the customer & technicians
• Final road testing of vehicles with customer, whenever required.

• Job involved working on the workshop floor along with the technicians & foreman.
• Involving in the troubleshooting & diagnosis of difficult faults with technicians.
• Preparing technical report, of problems faced in new vehicles & models.
• Preparing technicians performance report of their monthly productivity & efficiency.
• Daily reporting of delayed work to the foreman & service advisors to keep the customer informed.
• Road testing the vehicle with the customer & foreman.
• Ensuring the timely completion of the job.

• Lead a team of denters & painters.
• Estimation of accident vehicles & dealing with customers & Insurance personnel.
• Complete supervision of workshop activities & customer handling.
• Procurement of consumables & keeping the record of the same.