Mohammad Faizur Rahman Afaqee
Patna
Summary
Seeking senior level assignments in After Sales & Service Operations / Client Servicing / Technical Support / Business Development / Team Management with an organization of repute.
A competent professional with over a decade of experience in: Team Handling After Sales Service Operations Warranty Claim Settlement Client Servicing Dealer Management Talent Development Revenue Enhancement Training & Development Spares Management. Successfully managed the service operations of a wide range of products and distinction of spearheading numerous initiatives for improvement of customer service during the career span. In-depth knowledge of working and dynamics of Automobile Products with demonstrated abilities in optimizing product performance and efficiencies. Resourceful at maintaining business relationship with clients to achieve quality product and service norms by resolving service-related critical issues. Sound knowledge resolving technical compliant of customer. An effective communicator with strong interpersonal and analytical skills.
Overview
28
28
years of professional experience
Work History
Regional Service Manager
CNH Industrial (India) Pvt. Ltd.
Madhya Pradesh
09.2010 - 07.2025
- Responsible for the entire aftermarket solution, including after-sales service operations, channel handling and management, CSI, training and development, product feedback, warranty handling and control, inventory management, value-added services, and depot management.t.
- Leading the implementation of service processes and create a culture of customer centricity resulting in active resolution of field concerns and improve product reliability and financial viability of service network, channel profitability analysis.
- Development of Dealers, Dealer Infrastructure on a continual basis.
- Ensuring Spare Parts Business, target set-up & achieving through dealer network.
- Manages the customer support function and provides guidance and direction to staff to ensure customer satisfaction.
- Plans and coordinates resources and budgets to achieve driving metrics for various processes.
- Establishes quality standards and implements continuous improvement projects to achieve these standards.
- Advises on complex and major technical problems and coordinates their investigation in the field.
- Perform all services activities within established budget guidelines & initiate new service strategy.
- Interaction with OE Suppliers on regional basis for product support and resolution of field issues.
- Managing a team of 6 Customer Support Managers, 3 Service Officers & 82 dealers with 310 Technicians in the State Madhya Pradesh.
Product Support Manager / Field Reliability Manager
ESCORTS LIMITED
BIHAR JHARKHAND NEPAL
04.2006 - 09.2010
- Responsible for after sales function.
- Organize and ensure for all activities the most efficient and profitable operation of the Workshop departments by satisfying customers and enhancing customer relations, as well as controlling resources at a level commensurate with profit targets.
- Ensure premises, tools, equipment, and other dealership assets are controlled and used effectively to complete customer repairs within time expectations.
- Improve all aspects of quality and service and minimize customer complaints, dissatisfaction, and defection.
- Work closely with and motivate all staffs within the departments in order that they work with the highest degree of commitment and attention to customer desires.
- Review the operation of dealer's workshop for condition and accuracy of diagnosis.
- Administer warranty in a cost-effective manner while maintaining the best interests of dealership, company, and customer.
- Coordinator between Dealers, Regional office & HQ.
- Study of Customer suggestions for Product development & recommendation to SHQ for verification & compliance in the product features.
- Consolidation of product feedback on our own product as well as of competitor.
Works Manager
Thrifty Car Rental (A. A. Al Moosa Enterprises)
Dubai
04.2005 - 11.2005
- Managed all day-to-day operations of the maintenance shop and responsibility for opening and closing six days a week, accountable for all service writing, which included scheduling of vehicle service/repairs, data entry of repair orders, advising on needed repairs and estimating service costs, safety, quality and analyze the workload, determine priorities and staffing capabilities and assigning work.
Works Manager
Al-QASSIM HEALTH WATER (Al-Thinayyan Group)
Al-Qassim
04.1997 - 02.2005
- Managed all day-to-day operations of the maintenance shop and responsibility for opening and closing six days a week, accountable for all service writing, which included scheduling of vehicle service/repairs, data entry of repair orders, advising on needed repairs and estimating service costs, insurance, safety, quality and analyze the workload, determine priorities and staffing capabilities and assigning work.
- Responsible for corrective, preventive, risk-based and condition-based maintenance for entire vehicles including light duty, medium and heavy-duty vehicles, and equipment's, etc.
Education
B. Tech - Mechanical Engineering
J. R. N. Rajasthan Vidyapeeth University
RajasthanDiploma - Automobile Engineering
Maharashtra Technical Board
Mumbai, M.SSkills
- Team management
- Product reliability analysis
- After-sales operations
- Warranty resolution
- Client relations
- Dealer coordination
- Talent development
- Revenue growth
- Training and development
- Parts management
PERSONAL DETAILS
- Passport Number: Z7017031
- ID Type: Passport
- Date of Birth: 16th May 1972
- Marital Status: Married
It Skills And Achievements
- Well versed with SAP and MS-Office
- Awarded for 'Best Regional Service Manager'
- Awarded for System and process implementation at across dealerships.
Strengths
Ability to conceptualize from the management perspective., To achieve ambitious parts & lube Targets thru dealers, stockiest & retailers networking., Appointment affiliated service points, for customer's satisfactory, market coverage & dealer viability., Good interpersonal skills. Ability to lead a team of engineers to achieve organization goal. Innovative & Self-Motivated. Flexibility & adaptability to changing work environment. Excellent planning and execution of jobs., Proficient with Computers.
Languages
- English
- Hindi
- Urdu
- Arabic
Timeline
Regional Service Manager
CNH Industrial (India) Pvt. Ltd.
09.2010 - 07.2025
Product Support Manager / Field Reliability Manager
ESCORTS LIMITED
04.2006 - 09.2010
Works Manager
Thrifty Car Rental (A. A. Al Moosa Enterprises)
04.2005 - 11.2005
Works Manager
Al-QASSIM HEALTH WATER (Al-Thinayyan Group)
04.1997 - 02.2005
B. Tech - Mechanical Engineering
J. R. N. Rajasthan Vidyapeeth University
Diploma - Automobile Engineering
Maharashtra Technical Board
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