Pro Service Advisor
Al Futtaim Motors - TOYOTA
Total years of experience :11 years, 0 Months
Key Accountability:
Identification of customer requirements & coordination with technical team to ensure the First Time Right fixing using clear & effective communication through repair orders.
Receiving the vehicles from customer with proper incoming inspection & noted the damages & scratches properly & visual inspection of engine compartment oil condition tires & interior, and listen to the customer concerns while receiving & noted the complaints in customer words \[mental expressions\].
Optimized data usage through DMS based on SAP \[IS AUTO\] while making decisions on services & repairs especially the warranty SSC & Technical Information & especial service requests & delivery notes & establishing the service history according to the principle guide lines & company policies.
Meet & greet customers & win the trust of customers & make their experience with the organization easy & transparent.
Work with integrity especially in price negotiations payment methods & strictly follow the financial regulations.
Following the TOYOTA Standards of N-1 \[one night before appointment\] reminding the customer for appointments & preparation for visit & PSFU \[Post Service Follow Up\] within 03 days of the experience.
Ensure the effective receiving the delivery process of customers vehicle by using proper incoming inspection methods & after repair preparation \[cleaning, parking & delivery\]
Internal Process
Maintaining daily customer follow up sheet to ensure on time updating of customer about repair status & outcomes.
Keep a track of additional repair estimates both approved & not approved and ensure to follow the non approved estimates mainly the safety concerns.
Making reminders for lapsed customers & arranging them with the company again with suitable repair solutions.
Financial Goals
Responsible for Team achievement of 8.0 Mil + on branch level without spare parts sales.
Responsible for individual team efficiency of 04 techs by allocating sufficient work to the team by obtaining approvals.
Maintain the Gross profit margin at 100% or above all the times while estimations.
Individual target of 0.5 Mil monthly without spare parts sales.
Individual article sales budget of five different section \[Auto Accessories, Tire & related products, Service & Maintenance Contracts, Vehicle Protection, & Labour\]
Training & Growth
Successfully completed the TSA 21 \[Toyota Service Advisor programme\] conducted by Al Futtaim Automotive Academy.
Completed TOYOTA & LEXUS warranty handling training conducted by Al Futtaim Motors CSO.
Product oriented Training of up selling products.
Service Contract Creation & selling contracts by Al Futtaim Motors CSO.
SAP IS AUTO Training for effective usage of DMS by Al Futtaim Automotive Academy.
Handling the service contract with Department of Transport for maintaining 400 passenger buses through monitoring of Preventive, Corrective & Conditional Monitoring repair process.
Coordination with customer in the events of breakdowns around the clock all over the AD region & special arrangements such as allocation of special task teams & standby service units for the special operations handled by DoT. Eg: F1 races / National Exhibitions, etc.
Overall experience in MAN truck service function of serving individual & corporate customer base & service contract with GHQ of UAE Army for MAN military supporting equipments & Service Contacts with large fleet owners such as Al Marai, Saif Bin Darwish, ADNOC & etc.
Monitoring & achieving the set reception targets & objectives of service contract with team of 5 service advisors, the functions include vehicle receiving, monitoring repair history & MAN service & technical information \[recalls\], goodwill & parts warranty as applicable, updating repair details & invoicing based on finance guide lines.
Well experienced in using ERP, based on ORACLE for monitoring repair history, managing workshop capacity, spare parts movement, calculating labour productivity, credit evaluation & invoicing.
Handling bus transfer project \[collection & delivery of vehicles for repairs\] with DoT \[Department of Transport AD\] by allocating & monitoring drivers through 24 hrs with a high efficiency, in time.
Monitoring warranty contract with MAN Middle East FZE by setting up the back ground requirements such as follow up the accuracy of supporting documents \[check lists & SSD - service support desk technical information\], arranging warranty parts for local investigation & at the MAN R&D unit Germany for parts warranty cases & goodwill warranty cases & experienced in claiming & reconciliation.
Preparing estimates for the repairs \[Eg. Accidents/ modifications\] out of the contract scope & monitoring approval process, repair quality & payment collections.
Conduct weekly & monthly audit of reception documents such as break down analysis, daily repair updates, vehicle movement report, accident \[body shop\] repair status, special task accomplishment reports & workshop job cards according to set parameters of ISO 9001:2008.
Familiar to working culture under ISO 18001:2007 OHASA, participated in workshop safety & fire fighting basic training.
Providing management reports for continuous improvements of the reception process, analysing & executing proactive actions against service failures. \{E.g.: repeat complaints / excess delays in responding to customer requirements\}
Monitoring of preventive service schedule & responsible to achieve service cycle within set period & follow up with customers for exceeding the repair intervals.
Follow up work orders with customer & updating according to MAXIMO system requirements, on time submission for preparing weekly & monthly invoicing. Ensure the entire repairs details has been furnished accurately & invoiced accordingly.
Monitoring the execution of MAN service & Technical information & follow up the progress with technical team & monitoring special task which is out the preventive.
Founder member of a new business venture of truck selling, service & repair of heavy/ light vehicles segment under the mother organization of MAS Consolidated Pvt Ltd.
Experience in setting up automotive workshop & handled respective areas such as obtaining trade license, approvals from government & statutory bodies.
Monitoring the construction & arranging a light & heavy vehicle repair workshop of 5000 sq. meters.
Handling the Imports of new & used vehicles from UK, dealing with major spare parts providers in UK, Trukey & Singapore.
Handling the imports of workshop tools & equipements from China & India.
Developed & served a cutomer base more than 25 instItutes & 100's of individuals for the new venture while catering the logistic division repair load of 75 euipments includes 30 tractor \[Prime movers\] units & 45 trailers.
Directly reported to Managing Director & over looked the entire operation with a team of 15 mechanics & administrative staff of 10 members.
Resposible to maintain the company account under the supervision of Managing Director & making the key financial decisions \[necessary loans & drafts\] & monitoring the cash flow.
Direct involvement & experienced in Finance, HR, Marketing & Technical Areas in management & operational level.
Handled the entire kind of repairs of 30 Trucks & 40 trailers, RT cranes of 25t - 45t, especial carriers such as low beds & car carriers & industrial forklifts.
Experienced in leading brands DAF / RENAULT TRUCKS / SCANIA / TADANO CRANES / KOMATSU / LINDE.
Prepared annual repair plan & annual repair budget of entire fleet, presenting to higher management & obtaining necessary approval.
Maintained a target of 90% equipment availability while satisfying the entire preventive, corrective & breakdown maintenance.
Managed 24Hrs BD operation all over the country & initiated 02 mobile units & remote location workshops based on operation requirements.
Initiated overseas supply chain for spare parts & accessories for equipment maintenance & repairs.
Established the relationships with equipment manufacturers which we were dealt who didn’t have a presence in the territory & able to solve major technical issues.
Maintained & monitored the spare parts & tyres inventory of worth SRL 50 Mil, setting re-order levels & assured maximum availability with allocated inventory budget.
Lead the M & R \[maintenance & repair function\] during the ISO 9001:2008 implementation process.
Handled sub contractors related to vehicle maintenance & achieved maximum value additions to the services purchased.
Involved in all technical decision making forums which improved the logistic competencies of the company \[ eg: designing of new carriers, designing of new attachments for RT cranes for special cargo handling\]
Handled the entire accident repairs in own workshop & dealt with estimation, assessment & approval process and ensure the 100% coverage for accidental losses to the equipment.
By joining as management trainee, undergone a comprehensive training of all the key functional areas of an automotive dealership, especially sales, marketing & finance divisions.
Team leader for 10 mechanics & 01 foreman & handled the light commercial vehicle segment since appointed as a service advisor.
Experienced in entire repair process starting from receiving of vehicle, fault diagnosis with Mitsubishi Special tools & test drives, monitoring the repairs, final inspection & delivery.
Preparing estimates for all kind of repairs and obtaining approvals, also convincing the customers about excessive repair requirements as raised.
Handled more than 1500 Mitisubishi light commercial vehicles with passenger cars & SUV \[L200, L 300, Montero Diesel, Diesel cars of 2000CC & above\] belongs to individuals & institutes.
Act as the in-charge for PDI section, and coordinate with sales team to achieve 100% satisfactory delivery to the customer.
Handled lubrication service division as partial responsibility where experienced in manage booking & targeted service to the customers as per the schedules while setting up all back ground of man power, tools & materials.
Other areas of experience
Handled Mitsubishi online warranty system for 01 year & achieved 99% approval rate.
Handled Mitsubishi online PQR & QRS systems in order to report the product failures & justify the warranty issues & in order to maintain customer goodwill.
Taking a part of out door repair campaigns & market the workshop services to increase the customer base.
Handled recall campaigns & achieved 100% rectification rate.
Maintained a proper coordination with finance division and direct involvement with credit control & payment collections.
I have started 01 year MBA programme & currently going on the stage one of Postgraduate Dip in Business Strategy awarded by Association of Business Practitioners UK. Registered for the stage two Masters in Business Administration [General] awarded by Anglia Ruskin University UK
Started with UK Engineering Council Examination Part I – Year 2004 Subjects Followed – Thermodynamics / Materials Engineering / Mechanics & Fluid Dynamics / Engineering Perspectives & Skills / Engineering Mathematics / Applied Electricity
I have completed one year class room study in following areas related to Productivity & Quality Management. Business Process re-engineering Enterprice resources planning Statistics for stategic management & process development [Six Sigma] HR & conflict handling for managers Economics & Finace for managers.
Academic Two Academic years with yearly examinations & CATs. Obtained overall credit pass averaging the score between 50 - 60. Internship One Year industrial training in two organizations of semester basis. 1st Semester - From 2004 Jan to 2004 Jun at United Motors Lanka PLC [Mitsubishi dealers] 2nd Semester - From 2004 Jul to 2005 Dec at Diesel & Motor Engineering PLC [MB, Chrysler, TATA dealer]