Workshop Manager
Shree Motors, Chandigarh-KTM India–Bajaj Auto LTD
Total years of experience :10 years, 7 Months
Business Growth & Development:
● Partnered with the regional Sales, Supply Chain, Operations, Delivery Managers, Resource teams, and Advisors in order to develop flexible and innovative shop strategies, which improved product line competitive positioning and increased client base by 25%.
● Pioneered the implementation of accessories and PPF (Body Coatings), resulting in a 2% to 4.5% increase in margins or 2.8M annually.
● Led a team of Technicians, Advisors, and CRM’s to ensure seamless workshop operations. Implemented Total Productive Maintenance (TPM) processes, resulting in a 25% increase in workshop productivity and continuous improvement in business and process efficiency.
Customer Service:
● Audited workshop standards, elevated quality of repairs, and integrated service quality initiatives, resulting in an 85% increase in client satisfaction scores, measured through Net Promoter Score (NPS), thus enhancing overall business aspects from a client perspective.
● Streamlined workshop operations and equipment management, leading to a 92% reduction in repeat visits, 75% increase in first-time repair and service accuracy, and 82% reduction in repair time - achieving frictionless service delivery and high satisfaction rates.
Profitability:
● Managed the implementation of a comprehensive Profit & Loss (P&L) tracking sheet, including a meticulous supervision of workshop operations and staying abreast of competitive trends, resulting in a noteworthy Rs 10.1 million increase in profitability within a year.
Process Improvement:
● Facilitated full departmental budgets, reducing operational costs by 8% while maintaining high-quality standards and maximizing resource efficiency without compromising service excellence. Ensured all client data is documented thoroughly and immediately.
● Optimized inventory management and reduced dead stocking of parts by 3% through the implementation of intra-dealership stock management and efficient parts transit. Elevated inventory turnover rates by 12% in a year via advanced forecasting techniques.
● Introduced the first cashless insurance tie-up with vendors for KTM Bikes, slashing turnaround time from 15 days to just 7 days.
Revenue Generation & Maximization:
● Directed initiatives to increase Free and Paid service redemption, resulting in an 88% boost in service inflow, thereby driving immense growth in business growth and profitability. Built an efficient and responsive service network to provide quick service support.
Customer Acquisition & Retention:
● Analyzed Customer Satisfaction Index (CSI) scores and devised strategic plans to enhance scores and maintained Customer Index (CI) norms across dealership territories, resulting in an 88% improvement in CSI and a 12% increase in business referrals within 6 months.
Business Expansion:
● Assumed full responsibility for managing and supervising the expansion of the service network, establishing Premium Mojo Dealerships and Authorized Service Points in North India, resulting in increased market penetration and improved client access to service support.
● Improved capability and performance level of the service team through professional development opportunities. Implemented service improvements in workshops, leading to a 39% increase in profitability via streamlined processes and optimized resource utilization.
● Entrusted with 24 Dealerships of Delhi and Uttrakhand District (India) and kept optimal spare part inventory levels across the service network, ensuring uninterrupted service operations and minimizing downtime, thus enhancing customer satisfaction and loyalty.
Business Performance Optimization:
● Delivered technical guidance and support to 41 technicians in recommending automotive services and repairs based vehicle condition and manufacturer recommendations, which include implementing up sell and cross-sell techniques to increase revenue by over 37%.
Cost Control &Resource Optimization:
● Served an integral role in managing costs and resources associated with parts procurement, labor, and warranty claims, which includes assisting with initial diagnostics, supervising vehicle work, and managing vehicle, repair requests and regular service appointments.
● Maintained active involvement in cost-effective resource utilization, contributing to improved profitability and operational efficiency.
Team Leadership & Professional Development:
● Delegated clear employee responsibilities, provided professional development opportunities, and tracked performance metrics, which enhanced accountability and workflow. Streamlined operations by assigning tasks based on technicians' technical skill levels.
● Identified and communicated unclear working instructions or costly repair extensions, facilitating timely resolution and cost-effective decision-making. Optimized service delivery through the effective management of repair requests and service appointments