Service Manager
Metro Taxi LLC
مجموع سنوات الخبرة :20 years, 5 أشهر
Managing a Fleet of 1600 plus vehicles with a 24/7 workshop operation that includes all types of vehicles & equipment repairs such as Electro-mechanical, collision repair, modifications etc.
Providing all kind of vehicles for repair under one roof that includes European, Japanese, American, German brands (Minor / Major overhauls).
Responsible for developing the staff skills by guiding them, providing trainings to improve their professional abilities & keep them updated with the latest technology.
Managing overall workshop divisions that include Mechanical & Electrical section, Tyre shop, Spare parts section, Body & Paint section & Car Washing.
Delegating & empowering the staff to their jobs in a very professional way abiding the work safety precautions which makes them motivated & fully engaged within their working environment.
Maintaining the company fleet in a very efficient & optimum condition by implementing preventive maintenance programs at minimal cost & analyze the R&M cost within the budget.
Ensuring that all outputs from the workshop are safe checked, documented, prepared in accordance with any required processes and specifications, and fully ready to start the demanded activity.
Managing the costs and availability of materials, consumables, tools and equipment for the workshop, with forthcoming project requirements in mind.
Presenting status and discussing business strategies & forecasting plans with senior management for business expansion.
In-charge of overall workshop & site day to day operations.
Directly reports to Head of Asset dept.
Development of the workshop cut down the down time and repair cost reduction.
Managing the company fleet of 305 nos. of vehicles, Landscaping equipment & Heavy equipment that includes Light vehicles, Medium commercials, Heavy vehicles, Buses, Trailers, Tankers, Back hole loaders, Shovel, Dumpers, Road rollers, Cranes, Compactors, Forklifts, Generators etc. (Toyota, Nissan UD, Dynapack, Komatsu, Caterpillar etc.
Maintaining & monitoring the body shop operations; implementing TPS.
Promoting & Monitoring SMART repairs & PDRs for quick & better results.
Dealing with agencies w.r.t the vehicle/equipment warranty & S.S.C.
Conducting In-House technical trainings for the floor staff and driver’s training for the drivers.
Sustaining the safety standards in the workshop by implementing the QHSE policy and procedures.
Prepare Annual maintenance budget, financial and vehicle maintenance summary.
Staff evaluations and appraisals.
Managing the workshop team of 24 people that includes Service Advisor, Foreman, Store keeper, Mechanics, Penal beaters, Painters, Electrician, Equipment mechanics, car washers and drivers.
Run the workshop at minimal repairing cost level, avoiding unnecessary parts fitment, reducing the repeat repairs, quality checks implementations etc.
Managing the vehicles & heavy equipment new registration & renewal process.
Arranging the Onsite services to the allocated project’s sites and arranging the road side assistance in case of any vehicle off-road or broke down.
Managing the spare parts store, inventory controls by auditing the parts inventory monthly.
Supervise & Assist the reception staff including Service Advisors, receptionist, booking agents, Fleet coordinators & W/S Foreman.
Plan, organize, and supervise the workshop floor and lead the team.
Ensure fleet availability to meet all requests by scheduling, forecasting and surveying current user trends.
Arrange fleets and fleet operational staff to provide support and schedule Special Event Planning.
Monitoring & supervising the workshop daily workload to the floor staff via W/S Foreman to ensure the work done within the specified Flat rate time.
Running & maintaining the fleet of over 1500 Vehicles including LV, LCV, MCV, HV, Forklifts, Motorcycles, and Buses etc.
Dealing with over 52 different FMCG based customers throughout Dubai, Sharjah & Northern Emirates.
Providing onsite services to the customers, fixing their vehicle’s faults in remote areas.
Ensure on Minimize the back jobs by fixing the faults on vehicles for the first time all the time to avoid unnecessary breakdowns.
Arranging breakdown teams for emergency purpose or road side assistance to our customers.
Control on spare parts purchasing, coordination with procurement dept. for running parts purchasing & running parts stock level maintaining.
Conducting Monthly parts stock inventory to check the discrepancies if any and ensures that the store keeper sent out the monthly reports to the Stores & procurement depts.
Monitoring & control on the daily job cards opening, parts requisitions, proper estimations, misuse/abuse justification, technical reports assistance (if required), Job cards closing in time on daily basis.
Ensures that the W/S Foreman arranges the Tool box Talk with the floor staff including mechanics, electricians, drivers, car washers, Tire man etc on weekly basis and record in the file for audit purpose.
Conducting monthly rewards (Employee of the month) on the basis of monthly performance to encourage the staff to achieve the targets, goals and to motivate the staff, also keeping their records.
Conducting the In-house on the job trainings & arranging the technical trainings on new car features from the different agencies including Hino, Toyota, Hyundai, Mitsubishi, Isuzu, Honda, TSSC, STS, Thermo king etc for building the staff capabilities and to trained them on new technical features so that they can work more effectively and confidently on the vehicles.
Conducting the Employee performance appraisals twice in a year as per company policy.
Taking initiatives after identifying the customer misuse/abuse, lack of maintenance and assisting the Service Advisor to get an approvals from the customer by providing them supporting documents for justification including (Failed parts pictures, technical reports on abuse/misuse, Estimations with parts prices, Previous job history (if reqd.), Follow up with customer).
Monitor and ensure fleet operation in compliance with local rules and regulations.
Maintain and monitor data management system to organize fleets as per various schedules and requests.
Streamline and monitor fuel purchase system with assistance of Fuel Cards for all vehicles and drivers.
Participate in various workshops and educational programs and maintain knowledge on all industry relevant publications.
Responsible for the implementation of QHSE Policy within their area of control.
To ensure all safety risks and environmental aspects in their area of responsibility are identified.
Enforce the QHSE rules & procedures in the area of control.
Immediately report all accidents, incidents, occupational illness & environmental incidents regardless of its severity to the line supervisor.
Coordinate with the QHSE Representative/Manager to find out permanent solution for the unsafe conditions identified through inspections.
Advice Employees on the hazards associated with the work task and safety precautions to be taken.
Reconcile the appointments for the day and then propose, organize and allot the repair and maintenance to the desired staff on customer's vehicle.
To maintain and achieve the monthly targets set by the management and contribute with the branch level target and also implement & ensure the standard operating procedures are in place and being followed.
Assist the service advisors in case of any difficulties he faced or unable to satisfy the customer’s needs.
Encouraging and creating good team members to help and assist the customer by fixing their vehicle’s faults for the first time and assure the customer about the value for money by explaining him about time to time service needs and about the work performed on his car. This will help to get the customers fully convinced and satisfied and can be very helpful to achieve the highest CSI ratings.
Maintenance and upkeep of the workshop equipments to maximize utilization and minimize downtime. Initiate procurement of additional equipments in line with business growth.
Repair Management: Controlled the Army vehicle’s repairing contract within in the specified time period in all areas (mechanical, electrical, body repair, and heavy repair etc.)
Reporting: Reported to the Line Manager with responsibility for operational and people (14) management within 2 workshops.
Routine visits: Conducting weekly visits to G.H.Q (Al-Falah Camp) to meet the Army authorities, to ensure the work is going smooth and to get their feedback/complains (if any) to improve the services, also to check & monitor the workshop operations in the H.Q and assist the staff if necessary.
Reports submission: Submitting the monthly reports files both hard and soft copies to G.H.Q head office in Suwihan for claims reimbursement purpose and for record keeping purpose.
Team Development: Supported management and staff to help create their own successful and productive team and become effective team leaders.
Communication with Authorities: Communicated daily with G.H.Q in-charge and service advisors to ensure effective control and operation of all areas.
KPI Management: Reviewed and evaluated KPI achievement and submitted the reports on weekly and monthly basis to head office.
Trainings: Supported and coached the service advisors to reach their full potential.
Service Centre: Started the AC Delco service center in Al Madinah branch from the scratch and developed the massive business and make it productive and profitable within very short time period of 8 months, running the AC Delco Service Centre over the supervision on Service Advisors, Cashier, Store keeper, W/S Floor staff, Cleaners etc.
Reporting: Submission of daily, weekly and monthly reports on the service center performance to the Service Manager.
Quality Management: Maintained the service quality for customer service standards in professional manners and provided timely service to the internal and external customers.
Team Management: Coordinated and supported with the other staff/colleagues to obtain teamwork
Customer Relations: Handled and resolved customer complaints in a professional and effective manner.
Reporting: Reported to Senior Service Manager regarding the warranty reports and recoveries status
Warranty Documentation: Performed technical report writing, warranty claims and warranty failed parts timely submission to distributor (Indus Motors Company) on weekly basis.
Ensure accurate submission of warranty & good will claims on weekly basis and also monitoring daily, weekly and monthly warranty claims, technical reports and FFS reports to the Line managers & IMC.
Ensure all administrative functions within the warranty department are carried out in accordance with company policy.
Administer warranty policy in the best interests of the dealership, manufacturer and customer.
Keep accurate records of warranty submissions, credits, rejections and customer contributions towards goodwill claims.
Maintain knowledge on all warranty procedures and documentation.
Support Service Advisors & other staff members on all warranty related matters by providing Warranty bulletins.
Customer Satisfaction: Received the customers having warranty related issues, justifying the problems with warranty criteria with the help of General Foreman.
Support: Monitored and supported the Warranty Service Advisors in the daily operations.
Coordination: Corresponded with Indus Motor Company warranty department regarding warranty related issues and submission.
Record Keeping: Maintained the warranty records, service and warranty bulletins for audits.
Reporting: Reported to Manager Service about the mechanical workshop operations
Customer Relations: Received customers with warm greetings to build up the good relation
Order Taking: Noted customer’s needs and wants on repair order
Performance Management: Monitored the job progress and controlled the workshop workload by means of Job Process Control Board
Cost Estimation: Provided repair estimate cost and time of repair completion to the customer
Quality Management: Assured the job done on customer’s vehicle and quality
Orientation: Briefed the job explanation on arrival of the customer and show empathy
Customer Correspondence: Built customer’s trust and strong relation; received the follow-up phone calls after 72 hours
Reporting: Reported to the Foreman and Service Advisor
Repairing Management: Performed all kind of mechanical repairing including engine over-hauling, clutch over-hauling, brake over-hauling, suspension over-hauling
Technical Operations: Used the standard tools and equipment for performing the wheel alignment, balancing and tyre changing jobs
Diagnosis: Diagnosed the electronic faults by using the Nissan Consult scanning tool