Senior Service Engineer
OMAN TRADING ESTABLISHEMNT
Total years of experience :19 years, 5 Months
Oman Trading Establishment (OTE) -General Motors Chevrolet & Cadillac Division- Muscat - Oman
• Monitors and regulates the service department by utilizing relevant workshop performance reports,
vehicle tracking systems and surveys.
• Complies with manufacturer Warranty and Policy Procedures, manages AAA warranty claims and creating technical failure reports, Coordinates customer concerns duplication and collaborates with the AAA Engineers team to facilitate approval processes throughout Oman which drives my skills successfully in achieving 70% claim approval rate and strengthens the company’s economic growth and enhancing customer satisfaction over the years .
• Manages high- quality service repairs and focus on minimizes come back, by Performs regular spot checks of completed jobs to ensure thoroughness and quality, generates customer satisfaction index through 90% of Turn around time.
• Tracks daily technician productivity reports, develops pricing guides and creates maintenance menus for frequent labour operations to increase service retention ratio potentially.
Collaborated with Ashok Leyland Technical Support to develop and implement standard operating procedures (SOPs) for regular vehicle maintenance services, effectively resolving product issues and fostering customer loyalty for repeat and referral business by achieving new Annual maintenance contracts.
Engaged in effective documenting process, identify areas of improvement, stream line workflow have reduced turn around time and increased 60% employed retention rates .
Organize Automotive tenders in Government sectors for management of probity,
Governance and resourcing of automotive repairs generates in revenue and profitability for a sustainable growth.
Create technical reports to drive production and quality enhancements according to specified needs.
• Managing service operations with focus on implementation principle policies and procedure in developing and streamlining operations of the firm sub systems to provide synergistic organization.
● Communicating product feedback from the field to the principles with focus on effectuating modification in products and enhancing the product performance.
● Manage activities for itemized estimate on repair orders and explains estimates to customer and insurance companies for work order for body repair works in generating more labour revenue .
● Assist in performing body repairs efficiently in accordance with Eicher Motors Ltd
And insurance company guidelines for generating the revenue targets.
● Identify, analyze, suggest counter measures, assign and partner with connected areas of expertise to correct issues.
● Assists for implementation for tools and equipment requirements and analyze repair orders as required.
● Maintaining excellent TAT for enhances customer experience, minimizes inconvenience and boost customer satisfaction
• Estimates body repair orders for insurance companies and generates revenue to service department.
• Submits warranty claim to EML, tracking proper documentation in gaining product sales and
Customer satisfaction.
• Generate MIS reports to dealer management and EML to assist performance of the
Organization and allow for faster decision making.
Job allocation to Technician based on diagnostic skills.
Assist with on customer site visits, produce customer inspection reports .
Deliver a seamless interface with internal & external customers to meet relevant targets in KPI and TAT
Comply with all company policies and procedures for warranty claims, submit Technical product failure to
EML on a regular basis.
Monitoring technicians productivity for smooth running of the workshop.
Assist periodical quality inspection in chronicle complaint vehicles
Assist technicians to deal - overhauling Engine, Transmission, Differential.
Responsibility for personal development identify training needs and request appropriate training as required
Monitors Equipment and Machinery performance, developing preventative maintenance measures.
Provides recommendations about new features and product improvements.
Prompt follow - up on service requests and providing customer feedback
TITLE : SNAG ANALYSIS & RECTIFICATION BY USING PROCESS MAPPING METHOD., COMPLETED AT HINDUSTAN MOTORS--- DUMPER MANUFACTURING UNIT---TIRUVALLUR--CHENNAI---DURATION 1 MONTH--- A TEAM 3 MEMBERS WE COORDINATED WITH MANUFACTURING TEAM TO THE FIX THE FIELD FAILURE OCCURRED IN THE DUMPER UNITS..
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