Service Engineer
Hafil Transport Company
Total years of experience :16 years, 6 Months
• Leading daily service delivery, continuous development and improvement of provider services in accordance with targets / objectives included in service plans
• Driving operational excellence set as a standard by the clients and adhering to the standard operating procedures
• Mapping clients identifying improvement areas & implementing measures to maximise satisfaction levels
• Directs the activities of body shop employees in performing body repairs, including meeting time schedules and productivity levels and maintaining quality standards
• Managing warehouse operations ensuring optimum inventory levels to achieve maximum cost savings objectives
• Establishing good working relationships with vendors and resolving problems regarding delayed delivery dates
• Preparing MIS reports on a regular basis for the scrutiny by the upper management
1. Dealer Business growth & profitability
a) Improve service business of dealer by taking counter measures to increase free service redemption and overall service inflow.
b) To improve service operational efficiency in workshop to improve profitability.
c) Diagnose critical technical issues.
2. Improve CSI Score
a) Improve CSI through service process audit & take corrective actions to improve service standards at dealership.
b) Improve the capability level of dealer’s service team and give on the job training in areas of product knowledge, service repair standards, special tools, customer handling skills& customer satisfaction, updating of knowledge through SIB.
c) Recover dissatisfied customers & take corrective actions.
d) Implement recall policies as applicable.
3. Product Quality
a) Product feedback to be given regularly to HO to improve product quality.
4. People Effectiveness:
a) Ensure the availability of trained manpower across the network
b) Control attrition
• Maintaining customer satisfaction in the workshop for service dept. of CSI 900+
• Managing 7 step procedures in the Service Spares department
• Preparing MIS reports for analyzing the workshop development
• Keeping a track of Key Performance Indicators to analyze the business performance
• Concentrating the SMILES and VAS promotions to help the achieving the targets
• Involving the Service Marketing to increase the inflow of the vehicles
• Service system implementation activities
• Maintaining customer satisfaction
• Giving technical training to the technicians
• Making of warranty reports and submitting to the OEM
• Maintaining the SDD & Bay Turnover to increase the productivity.
Completed Bachelor of Engineering in Mechanical Streem with 70%