Linto Joseph
Summary
Mechanical Engineer with 18+years of experience in automotive after sales & fleet maintenance. Having developed a reputation for using hard work, inter personal skills , customer centric activities and analytics to produce outstanding results.
Overview
19
19
years of professional experience
Work History
Head - Service Operations
Eram Motors (Mahindra&Mahindra Dealership)
01.2018 - Current
- Handling operations of 6 workshop having reporting of 6000 vehicle/month (Premium, medium and heavy commercial vehicle)
- Continuously refine and improve the quality of customer interaction, satisfaction and retention by improving standards and providing best products and services
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Identify potential areas for business developments, and submit proposals to the management.
- Establish equipment maintenance schedules and advise management about equipment requirements to improve productivity, efficiency, and quality of the repair
- Interviewing, recruiting and selecting key staff for dealership.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Ensure regular and efficient communication with and between the employees, review annual appraisals identify major gaps in it.
- Ensure that all employees are committed to principle and ethics that form the core of customer relations management.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Collaborated effectively with cross-functional teams on various projects/initiatives aimed at enhancing organizational performance results.
Team Manager- Fleet Maintenance
Al-Marai Co.
04.2015 - 12.2017
- Managed one shift of 24*7 workshop having fleet size of 3000 plus trucks & 3000 Reefers
- Ensure accurate maintenance record of fleet
- Involve in reduction of breakdown and identify RCA of break down to take corrective and preventive action
- Evaluated employee performance on Half yearly basis and coached and trained bottom 10 team members, increasing quality of work and employee motivation.
- Ensure fleet uptime above 98% and the CPK for maintenance and tyre will be as per budget
- Maintaining documents of activities in department as per ISO standard
- Coordinating with Transport, HR, Accounts and other cross functional department for smooth operations of company.
- Investigate cause of accidents and identify root cause for further analysis.
- Initiate cost saving activities in workshop and ensure the expenses are as per budget
- Arrange refresher training to drivers
- Responsible for safety walk, ensure safety records in workshop
- Monitoring of RGS(Running Gear Service) of fleets
- Maintain budget, providing input relative to policy, costs and established metrics.
- RCA of break down analysis and failure
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
Service Manager- After Sales
Eram Motors . (Mahindra& Mahindra Dealership)
09.2011 - 04.2015
- Forecasts goals and objectives for the department and strives to meet them.
- Hires, trains, motivate, counsels and monitor the performance of all service department staff.
- Attends managers meetings and contribute to strategic planning
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Strives for harmony and teamwork within the department and with all other departments.
- Develops and implements a marketing plan which promotes new and repeat business.
- Met with customers to discuss service needs and offer available solutions.
Deputy Service Manger
Peninsular Honda (Honda Dealership)
09.2008 - 04.2011
- Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
- Resolved customer complaints in professional and timely manner.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored inventory levels and placed orders to replenish stock.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Analyzed service reports to identify areas of improvement.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Assisted in managing a team of technicians, providing guidance and support for optimal productivity.
- Oversaw workshop cleanliness and organization regularly, creating a professional atmosphere conducive to productivity.
Service Advisor
Kairali Ford
07.2005 - 09.2008
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Suggested additional services to customers in order to meet upsell goals.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
Education
B-Tech in Mechanical Engineering -
School of Engineering- Cochin University of Science and Technology
01.2005
Pre-Degree -
Christ College Irinjalakuda, Calicut University
01.2000
SSLC -
Carmel High School, Chalakudy
01.1998
Skills
- Special Promotions Planning
- Business Forecasting
- Documentation And Reporting
- Cross-Functional Collaboration
- Listening Skills
- Complaint resolution
- Customer Relations
- Service Estimates
- Attention to Detail
Add On Courses
- SAP- Fleet maintenance
- CRM-DMS
- HSMS – Honda Service Manager Certification
- HSAS – Honda Service Advisor Certification
- Technical training for Service Advisor Ford India Ltd, Chengalpet
Spouse Name
Dr. Rachana P James
Children
- Ananya Mary, 15 yrs
- Aadityan Linto, 10 yrs
Personal Information
- Passport Number: N1615501
- Date of Birth: 12/04/82
- Gender: Male
- Marital Status: Married
Disclaimer
I do hereby declare that the above given information is true and correct to the best of my knowledge and belief.
Languages
English
Advanced (C1)
Hindi
Elementary (A2)
Malayalam
Bilingual or Proficient (C2)
Timeline
Head - Service Operations
Eram Motors (Mahindra&Mahindra Dealership)
01.2018 - Current
Team Manager- Fleet Maintenance
Al-Marai Co.
04.2015 - 12.2017
Service Manager- After Sales
Eram Motors . (Mahindra& Mahindra Dealership)
09.2011 - 04.2015
Deputy Service Manger
Peninsular Honda (Honda Dealership)
09.2008 - 04.2011
Service Advisor
Kairali Ford
07.2005 - 09.2008
B-Tech in Mechanical Engineering -
School of Engineering- Cochin University of Science and Technology
Pre-Degree -
Christ College Irinjalakuda, Calicut University
SSLC -
Carmel High School, Chalakudy
Similar Profiles
Ryan ShineRyan Shine
Executive - HR & Admin at Eram Motors MahindraExecutive - HR & Admin at Eram Motors Mahindra
S.PALANIVEL SakthivelS.PALANIVEL Sakthivel
SALES HEAD at ZULAIKHA MOTORS PVT LTD Mahindra & MahindraSALES HEAD at ZULAIKHA MOTORS PVT LTD Mahindra & Mahindra
SHAJU K TSHAJU K T
General Manager Sales at Eram MotorsGeneral Manager Sales at Eram Motors