Ashfaq Alam

Passionate Automotive After-Sales & Service Operations Professional with 11+ years of experience in workshop management, vehicle diagnostics, customer handling, and service operations across both ICE and EV segments. Proven expertise in improving workshop productivity, CSI/NPS, FTIR, and TAT while leading cross-functional teams and driving service revenue growth. Hands-on exposure with Euler Motors, Suzuki Motorcycle India, Castrol Pit Stop, and multi-brand dealer's workshops.

Seeking a challenging leadership opportunity to leverage my technical and operational expertise for business growth and service excellence.

Area Service Excellence Manager at Smollan India Field Management Pvt. Ltd. (Castrol Channel) (2026-06 – Present)

• Lead and supervise service operations across assigned partner workshops in Delhi & NCR, ensuring operational excellence and consistent service delivery.
• Ensure compliance with service quality standards, SOPs, safety regulations, and Castrol operational guidelines.
• Drive daily workshop operations to achieve SLAs, KPIs, turnaround time (TAT), productivity, and profitability targets.
• Recruit, train, mentor, and develop workshop teams, including Workshop Manager Service Advisors, Technicians, and third-party partners.
• Improve team performance through regular coaching, performance reviews, and capability development initiatives.
• Serve as the primary escalation point for customer concerns, ensuring timely resolution and high customer satisfaction.
• Build and maintain strong relationships with workshop owners, channel partners, fleet customers, and key stakeholders.
• Drive customer retention through service excellence, CRM initiatives, and proactive customer engagement.
• Monitor and analyze key service metrics, including TAT, productivity, repeat repairs, workshop conversion, and customer satisfaction.
• Identify operational gaps and implement continuous improvement initiatives to enhance workshop efficiency.
• Collaborate with Sales, CRM, Marketing, Spare Parts, Quality, and Operations teams to improve overall business performance.
• Forecast manpower, workshop capacity, spare parts requirements, and operational resources.
• Prepare and present MIS reports, KPI dashboards, and business performance reviews to regional leadership.
• Support business growth through workshop performance improvement plans and local marketing initiatives.
• Conduct workshop audits to ensure adherence to safety standards, regulatory requirements, and company policies.
• Implement corrective and preventive action plans to maintain operational compliance and service excellence.

Workshop Manager – Service & Maintenance at Euler Motors Pvt. Ltd. (2025-05 – 2026-06)

• Leading end-to-end EV workshop operations, ensuring high uptime and service efficiency for fleet vehicles.
• Implemented Service RECODE process to enhance repair quality and customer satisfaction.
• Defined and achieved targets for job cards, labor revenue, and parts business.
• Monitored workshop KPIs including productivity, utilization, TAT, and FTIR; implemented corrective actions.
• Managed VOR situations through effective spare parts planning and ordering.
• Prepared and presented daily, weekly, and monthly performance reports to senior leadership.
• Strengthened SOP adherence across service and delivery processes.
• Led continuous improvement initiatives to optimize maintenance processes and reduce downtime.
• Ensured compliance with workplace safety standards and audit requirements.
• Provided technical guidance and training to maintenance teams.

Workshop Manager at Rohan Suzuki – Suzuki Motorcycle India (2021-05 – 2025-04)

• Managed complete workshop operations including service delivery, technical diagnosis, and team performance.
• Led team of technicians and service advisors; improved productivity and bay utilization.
• Achieved consistent growth in labor revenue and spare parts sales through up selling strategies.
• Improved CSI by effectively handling escalations and ensuring timely service delivery.
• Monitored KPIs such as FTIR, EW penetration, and workshop efficiency.
• Reduced repeat repairs through strong quality control measures.
• Implemented SOPs to streamline operations and improve workflow.
• Ensured safety compliance and 5S implementation across workshop.
• Managed vendor relationships and optimized procurement processes.

Workshop Manager at Castrol Pit Stop - Big Toy Automotive (2018-02 – 2021-04)

• Owned customer experience and ensured high CSI/NPS through proactive communication and service recovery.
• Implemented Castrol SOPs and ensured audit compliance.
• Drove WMS adoption for job cards, billing, and service tracking.
• Improved revenue per job card through up selling and cross-selling.
• Monitored KPIs including productivity, repeat repairs, and SOP adherence.
• Conducted team training on SOPs, tools, and customer handling.
• Managed inventory and reduced operational losses through better control.
• Coordinated with stakeholders including Castrol management and workshop owners.

Service Advisor → Floor Supervisor at Shiv Motor (2015-01 – 2018-01)

• Promoted based on performance to supervise workshop operations.
• Managed customer handling, vehicle diagnosis, estimates, and job card creation.
• Improved workshop productivity through effective job allocation and workflow management.
• Reduced TAT and enhanced customer satisfaction.
• Supported SOP implementation and technician training for better FTR.

Diploma in Automobile Engineering – Al-Kabir Polytechnic (2015)