Regional Service Manager Co-Ordinator (Business Process, Auditor, Deployment) at Ford India Ltd (MSX International) (2023-04 – Present)
Managing regional service operations and business process improvements across Ford dealerships.
- Led a nationwide project assessing dealership performance, identifying operational inefficiencies, and implementing corrective processes
- Identified operational inefficiencies and implemented corrective actions using process deployment frameworks, improving operational efficiency and reducing service downtime by 15%
- Collaborated with cross-functional teams to enhance customer experience by aligning service delivery with Ford's guest experience standards
- Enhanced CSI scores by implementing effective process audits, improving overall dealership operations thru 300+ dealership audits
- Improved dealership performance in line with OEM standards, achieving monthly recognition in Ford Arjun Awards and Pay Rewards
- Successfully minimized operational lapses and improved customer service delivery
Service Head (After Sales) at Suryoday Auto Pvt. Ltd. (Tata Electric & Passenger) (2022-02 – 2023-04)
Led the entire after-sales operation, focusing on both Electric and Passenger vehicles.
- Led the entire after-sales operation, focusing on both Electric and Passenger vehicles
Senior Production Engineer (CKD & SKD) at Takhout Manufacturing Company (Hyundai) (2019-01 – 2021-12)
Managed daily production targets, ensuring efficient vehicle assembly operations and timely vehicle deliveries.
- Managed daily production targets, ensuring efficient vehicle assembly operations and timely vehicle deliveries. Reduced assembly line downtime by streamlining issue resolution between departments
- Developed and implemented technical training programs based on defect trends, enhancing worker proficiency and reducing error rates by 10%
- Improved quality control by establishing new SOPs for assembly processes, resulting in a more efficient and less error-prone workflow
General Manager (Sales & After Sales) at STS Auto Pvt. Ltd. (Hyundai) (2015-05 – 2018-12)
Managed all aspects of sales and after-sales operations, including service, body shop, and spare parts departments.
- Devised business strategies to enhance profitability across service, body shop, and spare parts departments
- Increased daily service capacity and improved customer satisfaction scores through the introduction of effective process strategies
- Enhanced customer retention by introducing innovative service packages and effective communication strategies. Spearheaded service campaigns to address customer pain points, resulting in an increase in customer retention rate by 15%
- Successfully launched new service branches and expanded service offerings in underserved regions. Achieved DPI (Dealer Performance Index), CC/Thousand and CSI targets consistently
- Consistently exceeded OEM sales targets across both retail and wholesale channels for over 12 months, achieving 115% of monthly volume objectives
- Led and motivated a team of 15+ sales consultants, providing coaching and performance management that resulted in a 25% increase in overall team productivity
- Managed all aspects of the used car division, boosting sales volume by 30% through strategic pricing, inventory management, and process improvements
- Drove wholesale operations by building strong relationships with auction houses and external buyers, optimizing inventory turnover and maximizing profitability
- Collaborated with the aftersales department to increase service package attachments at the point of sale by 40%, ensuring a seamless customer journey
Service Manager (After Sales) at Dana Motors Limited (Kia) (2013-10 – 2015-10)
Led after-sales operations for Kia Passenger and Commercial Vehicles, ensuring exceptional service delivery and customer satisfaction.
- Led after-sales operations for Kia Passenger and Commercial Vehicles, ensuring exceptional service delivery and customer satisfaction
- Developed a comprehensive service quality improvement plan, resulting in a 10% increase in customer satisfaction
- Managed spare parts logistics and inventory systems, improving service turnaround time by 18%
- Improved Customer Satisfaction Index (CSI) from 800 to 970 across Pan India
- Achieved a 50% increase in daily workshop throughput, raising service capacity from 25 to 42 cars per day
- Achieved CG (Customer Generated), CC/thousand, PTD/PCD and CSI targets consistently, leading to recognition as top-performing branch for three consecutive quarters
- Managed recruitment, training, and development of staff, with a focus on premium customer care for Electric Vehicles
Assistant Service Manager at Millennium Automotive (Toyota PV & EV) (2011-05 – 2013-09)
Oversaw after-sales operations, focusing on service delivery for Toyota passenger vehicles and electric vehicles (EV).
- Oversaw after-sales operations, focusing on service delivery for Toyota passenger vehicles and electric vehicles (EV)
- Implemented customer satisfaction programs, resulting in increased CSI scores and customer loyalty
- Developed effective service strategies to minimize vehicle downtime and improve overall service throughput
Technical Manager at Global Gallarie (Mahindra/Renault) (2008-05 – 2011-04)
Led diagnostic operations for complex vehicle issues, providing critical technical support and training for staff.
- Led diagnostic operations for complex vehicle issues, providing critical technical support and training for staff. Trained over 100 technicians, significantly reducing diagnostic errors and repair turnaround time
- Improved warranty decision-making processes, ensuring quicker resolution of customer issues
Diagnostic Supervisor / Service Engineer at MSRY Behbehani (GMC) (2006-04 – 2008-04)
Led diagnostic activities for high-end GMC vehicles, reducing service-related delays and improving team performance.
- Led diagnostic activities for high-end GMC vehicles (Pontiac, Cadillac, Saab, Hummer, Chevrolet, Subaru) reducing service-related delays by 15%
- Spearheaded in-house training programs, boosting team performance and diagnostic accuracy
