Microsoft
Earl Ellis
General Manager Service
Summary
Expertise encompasses all phases of Field Service support and reports including: Labor distribution, contract, billable and warranty service report processing, expense, accounts payable, parts orders, warranties, repairs, maintenance orders and related documentation. Effectively provide administrative support to Regional Office, Dealer Principal & Service Force. Extensive customer contact in trouble shooting & resolving problems pertaining to service disputes or Service contract renewals. Manage Key Performance indicators, Design all service ads & special offers. Strong understanding of automotive technology.
Overview
2026
2026
years of professional experience
3
3
Languages
Work History
General Manager, Business Development
Talera Automobiles Pvt Ltd
07.2021 - Current
- Collaborated with marketing teams to develop tailored messaging that resonated with target audiences, generating interest in products/services offered.
- Developed long-lasting partnerships with industry leaders for increased collaboration and mutual growth.
- Led service product launches that contributed to significant increases in market penetration and brand awareness.
- Negotiated contracts with key stakeholders, securing profitable deals for the company.
- Identified skill gaps within the team and recommended relevant training programs, enhancing overall performance and productivity.
- Cultivated strong relationships with senior executives at partner organizations, paving the way for mutually beneficial collaborations in future endeavors.
- Expanded the client base by implementing effective business development strategies.
- Established performance metrics for measuring success in achieving growth targets, driving accountability throughout the organization.
- Oversaw budget planning and allocation across various departments to ensure optimal use of resources towards achieving organizational goals.
- Championed customer-centric approaches within the organization, resulting in enhanced client satisfaction levels and repeat business opportunities.
- Increased market share by conducting comprehensive competitor analysis and adjusting strategies accordingly.
- Implemented data-driven decision-making processes to guide future business growth opportunities effectively.
- Optimized internal processes to streamline service operations for improved efficiency and productivity.
- Implemented systems and procedures to increase CSI .
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Achieved service goals and service targets by cultivating and securing new customer relationships.
- Enhanced overall revenue by identifying new service marketing campaigns and potential customer
- Communicated directly with customers and OEM's to build strong business networks and relationships.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Held one-on-one meetings with service team members to identify selling hurdles and offered insight into best remedy.
- Managed revenue models, process flows, operations support, and customer engagement strategies.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Increased profit margins by effectively controlling budget and overheads.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
General Manager Service
Talera Automobiles Pvt Ltd
07.2016 - 09.2021
- Developed strategic partnerships to expand services offerings, driving business growth and diversifying revenue streams.
- Built a cohesive team focused on achieving organizational goals through regular communication, goal-setting sessions, and team-building activities.
- Managed client relationships to ensure long-term retention and referrals, resulting in consistent revenue growth..
- Developed a loyal customer base by consistently delivering exceptional service, maintaining open communication lines, and addressing concerns promptly.
- Negotiated mutually beneficial contracts with vendors that ensured optimal pricing and service quality for the organization.
- Implemented innovative scheduling practices that improved efficiency while maintaining high levels of customer satisfaction.
- Increased overall customer satisfaction by implementing efficient service management strategies and streamlining processes.
- Ensured compliance with industry regulations and company policies by monitoring operations closely and addressing any issues proactively.
- Reduced employee turnover by fostering a positive work environment, providing growth opportunities, and offering competitive benefits packages.
- Achieved operational excellence through the development of comprehensive training programs for staff members and ongoing performance evaluations.
- Oversaw a team of professionals responsible for delivering exceptional services across multiple departments within the organization.
- Drove process improvements that increased efficiency without compromising the quality of services provided.
- Identified areas for potential cost savings which led directly to an increase in overall profitability.
- Streamlined internal processes to improve productivity while reducing overhead costs associated with inefficient workflows.
- Enhanced profitability with effective cost control measures, optimizing resource allocation, and minimizing waste.
- Led successful marketing initiatives aimed at promoting the company''s services offerings both internally and externally.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Formulated policies and procedures to streamline operations.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Deputy General Manager
Sanjay Automobile Engineers Pvt.Ltd
07.2015 - 09.2016
- Developed and executed annual business plans, resulting in consistent revenue growth.
- Fostered and promoted cooperative and harmonious working climate conducive to maximum employee morale, productivity, and effectiveness.
- Facilitated cross-functional collaboration to drive successful project completion within deadlines.
- Collaborated with department heads to establish goals and work plans.
- Streamlined operations by identifying inefficiencies and implementing process improvements.
- Reviewed performance results to target and take corrective measures with authorization and escalation.
Manager Service
Talera Automobiles Pvt Ltd
03.2007 - 07.2015
- Provide administrative support to the Regional Service Manager, Asst Service, body & paint & Customer care managers. Train and supervise assisting personals
- Monitor Open Customer concern, Repeat repairs, and Work floor processes.
- Involved in daily contact with customers to troubleshoot and resolve problems pertaining to billing, excessive charges, short payments, warranties, service contract renewals, visiting corporate customers and Service related matters while maintaining good customer relations
- Monitor spares order trend, clearance of dead stock, sale of accessories, back orders, marine claim status.
- Monitor latest Service process on daily bases
- Tasked with increasing service revenue and profitability
- Hiring & supervising all service department personals monitoring their performance in serving customers.
- Creating goals and objectives for the department, which and marketing plan to promote new and repeat business.
- Follow on non availability of spares and procure on time order to provide 100% customer satisfaction
- Providing training on administrative policies and procedures, encouraging technicians to keep their skills up-to-date with the new systems and components offered by the automotive company.
- Keeping up-to-date on manufacturer warranty and policy with their representatives.
- Maintaining the highest customer service index (CSI).
- Update the Director with profitability, customer complaints, employee relations and other matters
- Maintain clean and professional work area for all the staff & their tools as per the bench marks and ensure the adherence to safe work practice.
- Ensure that the design of the organization's computer systems works together properly.
- Prepare clear and concise reports to the manufacturer & Director.
- Develop, implement and review the Business Plan for the Section including initiating, coordinating and producing operational plans and procedures in respect of any other issues that affect service delivery.
Manager Body & paint
Talera Ford
07.2002 - 03.2007
- Creating documentation for process standards & process control
- Support in establishing production with right quality and efficient process operation.
- Monitor equipment performance e.g. Paint Booth, Frame Machine, Paint Mixers, spot and Mig welding machines.
- Generate proper Job cards as per the customer's repairs request.
- Ascertain the exact extent of damage & generate estimates towards the repairs of the vehicle.
- Co ordinate with the related insurance companies on the claims
- Monitor the status of approvals from customers & the Insurance companies.
- Briefing the Insurance companies' surveyors on cost of spares, labor & paint.
- Ensure the jobs allotted to the technician as per their skills
- Ensure Body & paint Service advisors are up-to-date with the new systems & process involved in repairs.
- Monitor the spares order placed at the stores & manufacturer
- Track payment details.
- Handled three Service Models Ford, General Motors & Porsche.
Service advisor
01.1999 - 01.2002
- Kept track on the daily appointment register and reviewing the capability and capacity for the day
- Prepared job cards as per the request of customers, diagnosis of the foreman
- Prepared the estimate cost towards the repairs of the vehicle for the customers reference
- Independently loaded and scheduled the vehicles for repairs as per the skill inventory list of technicians.
- Confirmed the parts requisition by the technicians or the foremans after approvals from customers.
- Provided on time delivery of the vehicles to customers
- Updated the Service Manager on the day to day labor & spares sold
Sale cum Delivery executive
RNS Motors
01.1998 - 01.1999
- Coordinated with sales team on no of vehicle required to be delivered to the customers on daily bases
- Handled all documentation required for registration of vehicles
- Dynamic, Competitive Automotive Management Professional with 22 years experience in the industry. Imaginative, Innovative Individual with proven management, service and new business development Skills. A History of Significant profit, Volume and customer satisfaction achievements, which illustrate the ability to combine Cost Control, Revenue Growth and process improvement through effective Staff Training and motivation.
Education
D.M.E - Mechanical Engineering
K.L.E. Polytechnic
Hubli01.1997
SSLC -
St.Mary's High School
Hubli01.1994
Skills
Effective organizational abilities
Leadership and team building
Efficient multi-tasker
Deadline oriented
Administrative skills
Inventory control
Purchasing and planning
Project management
Performance improvements
Risk management
Customer retention
Workflow planning
Operations oversight
Training
- Ford India Ltd - Professional Service managers Training - 2007
- Porsche Middle east - Basis Hand on training - 2006
- Seckkons Training Institute - Body & Paint Skills - 2002
Accomplishments
- Business Development: - Spearheaded acquisition of competitor companies.Established and managed partner relationships on a daily basis. Developed new marketing strategy which increased customer base by 23%.
- Supervised team of 120 staff members.
Software
Timeline
General Manager, Business Development
Talera Automobiles Pvt Ltd
07.2021 - Current
General Manager Service
Talera Automobiles Pvt Ltd
07.2016 - 09.2021
Deputy General Manager
Sanjay Automobile Engineers Pvt.Ltd
07.2015 - 09.2016
Manager Service
Talera Automobiles Pvt Ltd
03.2007 - 07.2015
Manager Body & paint
Talera Ford
07.2002 - 03.2007
Service advisor
01.1999 - 01.2002
Sale cum Delivery executive
RNS Motors
01.1998 - 01.1999
D.M.E - Mechanical Engineering
K.L.E. Polytechnic
SSLC -
St.Mary's High School
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