Shaukat Merchant
Automotive Service Manager
Sharjah
Summary of Career
1. Highly accomplished and a top-performing Automotive After Sales and Service Manager with more than 27 years of proven success in delivering No.1 CSI.
2. Known for Enhancing service centers reputation, by accepting ownership and exploring opportunities to add value to job accomplishments.
3. Has been awarded employee of the year on number of occasions.
4. Successfully made the service center 3-5 % profitable by identifying and reducing the overhead cost.
5. Responsible for hiring, firing, training and mentoring staff.
6. Was handling a team of 127 members in Honda.
7. Work closely with GM and management team to set and/or implement policies, procedures and systems and to follow through with implementation. Managing budget forecast and monitor KPI’
8. Manage the service department effectively by scheduling associates, service appointments and organizing workflow to deliver quality work on time to customers.
9. Creating simple yet effective SOP to exceed all goals in service, parts & sales.
10. Forecast goals and objectives for the department and strive to meet them.
Experience as Operations and Warehouse Manager
Milele Motors
17 November 2019
* Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implementing productivity, quality and customer-service standards; resolve problems; complete audits; identify trends.
* Leading a Team of 5 people, responsible for export and commercial activities of the entire African market from UAE.
* Manage relationships with key operations vendors.
* Review the warehouse operation throughout the work process and at completion.
* Work closely with GM and management team to set and/or implement policies, procedures and systems and to follow through with implementation. Managing budget forecast and monitor KPI’s.
* Continuously monitor the effectiveness of the warehouse-operations strategies aimed at reducing operating costs, including wages, and improvement of quality-control procedures.
Experience as Service Manager
Honda Motor company
03 May 2009
10 September 2019
* In charge of directing day to day operations with productive & Nonproductive staff.
* Responsible for all aspects of service operations pertaining to sales, gross profit, customer service to include ensuring the customer experience, by upholding customer satisfaction standards.
* Manage and establish profit margins of products and labor hours for services performed.
* Successfully made the service center 3-5 % profitable by identifying and reducing the overhead cost.
* Continuously improving technician skills and knowledge by organizing the latest training and be No 1 in qualified staff among the branches and the National Training Center (NTC).
* Manage the service department effectively by scheduling associates, service appointments and organizing workflow to deliver quality work on time to customers.
* Determine automotive problems and queries by listening to customer’s description of symptoms; clarify description of problems; conduct inspections; take test drives; check vehicle maintenance records; examine service schedules.
* Built repeat business and customer loyalty by ensuring the highest quality repairs and educating/ problem solving with customers on technical issues.
* Engage immediately with customers, acknowledging regular clientele, and pricing service repairs and new products.
* Encouraged preventive maintenance service to keep their vehicles running at peak performance.
* Follow up with SA by encouraging customers to purchase Service Contract.
* Strictly follow company policies and KPI’s set by the Head Office.
* Building long term relationship throughout all clients by “Fix it Right First Time”
* Creating simple yet effective SOP to exceed all goals in service, parts & sales.
* Improving retention ratio by conducting service campaign to attract customers from time to time.
* Make an action plan to invite customers at the service center for Re-calls and PUD and improve safety re-call completion ratio.
* Forecast goals and objectives for the department and strive to meet them.
Experience as After Sales Service Manager
Suzuki Motor Company- Saudi Arabia
04 July 1993
16 April 2009
* Joined the company has a Service Advisor in 1993 and climbed to the rank of after-sales service Manager.
* Maintain contact with clients to obtain customer feedback regarding product/service quality.
* Assist clients in resolving issues and complaints concerning purchased products or services.
* Build and establish good work relationship with clients to facilitate increased patronage and revenue.
* Monitor contract details to notify clients of pending expiration and help process renewal.
* Organize promotional and marketing campaigns to create awareness and product publicity.
* Supervise the operations of after-sales teams to ensure set targets are met.
* Develop and implement strategies effective for ensuring a satisfied clientele and increased returns.
* Liaise with other sales departmental heads to discuss business plans necessary for enhancing sales performance.
Bachelor 13 June 1991
Bachelor of Commerce from KC College MumbaiOther 20 June 1988
Diploma in Mechanical Draftsmen.