Automotive Aftersales Manager
Ford Muzi
Total years of experience :9 years, 3 Months
Manage daily operations of the workshop for passenger and commercial vehicles, ensuring high quality and safety standards. Develop and maintain relationships with commercial vehicle customers, handling service contracts and spare parts deals. Responsible for warranties management and related approvals. Develop annual budgets and maintain monthly expense records (budget ownership of >$4.5m) Ensure that quality checks are carried out as per brand guidelines.
• Manage a team of 40 staff members, including senior service manager, spare parts manager, technicians and master technicians, ensuring zero delays in vehicle delivery.
• Winner of the "Best Service Centre in Massachusetts" award for two consecutive years.
• Exceeded annual revenue target by 45%.
• Collaborate with the audit department to maintain adequate stock of spare parts, resulting in zero shortages.
• Responsible for capacity assessment and new staff recruitment; recruited 3 new services managers and 30 new hires in total with 100% retention rate.
• Led transition to electromobility: created new specialized service unit, hired new personnel with relevant skills and led procurement of new equipment for electric vehicles.
• Negotiate big service contracts (pricing, special offers etc.) in order to close deals with major retail customers. Reduced attrition of retail customers by 30% and closed 3 new major deals.
Managed daily operations of the workshop, focusing on truck repairs and on-time deliveries. Allocated work to qualified technicians and monitor progress of repairs and services. Organized, coached, motivated and led workshop & front of house team. Responsible for capacity assessment and recruitment. Monitored technicians and shared feedback on performance and efficiency. Managed supplier accounts, and purchase ledger. Conducted on-site client visits for emergency breakdowns. Developed and maintained customer relationships to drive repeat business. Responsible for warranties management and related approvals. Developed annual budgets and maintained monthly expense records.
• Managed a team of 10, including service and spare parts coordinators, workshop supervisors, technicians, and master technicians, achieving zero delays in vehicle delivery and exceeding revenue targets by 16%.
• Received excellent customer satisfaction ratings in post-delivery surveys, with majority of vehicles delivered within 24 hours.
• Identified cost-efficient suppliers for lubricants and consumables, resulting in cost savings of over $100K.
• Managed stock of spare parts, ensuring zero shortages.
• Closed 120 service contracts for truck vehicles.
Managed workshop operations; performed vehicle repairs and achieved on-time deliveries for a large number of high-end brands (Bentley, Porsche, Mercedes, BMW, Cadillac, Dodge Viper, Range Rover etc.). Managed and strengthened a team that drove significant business growth. Developed annual budgets and maintain monthly expense records.
•Managed a team of 45; trained them from scratch to enable them to deliver excellent service and develop the technical knowhow required for ultra performance vehicles up to 750hp that involve also a high level of tech complexity.
•Managed relationship with top-tier clients; on call for dealing with incidents on-site and immediate resolution of serious mechanical issues not solved by official dealerships and for vehicles valued over $200K.
•Cost control: achieved savings of over 40% and optimized stock management. Achieved bulk deals with major suppliers (Total, Brembo etc.) and signed multi-year contracts contributing to major cost savings.
•Overachieved on revenue goals set within first semester by increasing revenue 2X; attracted upper-tier clientele by improving brand image and reputation; grew awareness of garage brand by presenting refurbished classical vehicles in major local automotive shows
•Develop best practices to ensure smooth and efficient workshop operations; reduced vehicle delivery time by 50%.
•Improved work environment by maintaining workshop safe and clean at all times.
•Recruited 15 new team members; instilled a high performance culture, applied a performance evaluation process that allowed to identify poor-performers and assigned improvement plans accordingly.
•Stock management; 0 shortages on vehicle parts.
Bachelor of Department of Auto Mechanism • Technical Vocational School, Marousi (Greece) • License of practicing the profession of Auto mechanic