Nakul Singh
Faridabad
Summary
Aspiring to leverage my extensive experience in automotive service management and customer relations to contribute to the success of the organization. Passionate about elevating service standards, enhancing customer satisfaction, and driving business growth through innovative solutions. Eager to utilize my skills in complaint resolution, technical support, and training
to strengthen dealer and distributor relationships and ensure the superior performance of products in the field.
Overview
11
11
years of professional experience
Work History
Workshop Manager
AMM Engineering Works Ltd.
Nairobi
04.2022 - 11.2023
- Developed and implemented safety protocols for the workshop.
- Organized and managed daily workflow of staff members in the workshop.
- Scheduled preventive maintenance programs for tools, machines, and equipment in the workshop.
- Monitored inventory levels of parts and supplies needed for operations.
- Inspected completed work to ensure conformance to specifications.
- Cooperated with other departments in order to achieve organizational objectives.
- Maintained records of all activities related to the operation of the workshop.
- Identified new opportunities for cost savings while maintaining high-quality standards.
- Established policies and procedures that ensured safe working conditions in the shop.
- Negotiated contracts with suppliers to ensure competitive pricing on materials and parts.
- Kept workshop operations in line with budget limitations and schedule demands.
- Handled administrative procedures to meet objectives set by boards of directors or senior management.
- Responsible for the maintenance of the fleet of 100+ heavy-duty vehicles (brands like Mercedes Benz, MAN, UD, FAW, etc.)
- Planning daily activities with the Workshop
- Identified areas in need of improvement and developed plans to correct problems.Supervisor so that the TAT of the trucks in the workshop increases.
Customer Relationship Manager(European Brands)/Branch Manager
Stallion Motors Ltd
Lagos
07.2018 - 12.2020
- Forecasts goals and objectives for the department and strives to meet them.
- Hires, trains, motivates, counsels and monitors the performance of all service department staff.
- Prepares and administers an annual operating budget for the service department.
- Maintains reporting systems required by general management
- Attends managers meetings.
- Monitors and controls the performance of the department using appropriate reports, tracking systems and surveys.
- 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.
- Understands, keeps abreast of and complies with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know etc.
- Understands and ensures compliance with manufacturer warranty and policy procedures.
- Accounts for all documents; ensures that none are missing, and all are processed correctly.
- Holds weekly department meetings.
- Directs and schedules the activities of all department employees.
- Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
- Monitors technicians' daily productivity reports and corresponding payroll records.
- Monitors and follows up on parts orders with the parts manager to ensure availability.
- Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
- Establishes and maintains good working relationships with customers to encourage repeat and referral business.
- Informs repair technicians of time allowances on each repair order.
- Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
- Keeps abreast of new equipment and tools available and recommends purchases.
- Ensures that the work areas and customer waiting area are kept clean.
- Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
- Serves as liaison with factory representatives.
- Ensures the proper care, storage and inventory of special tools.
- Ensures that customers' service files are up-to-date and readily available for reference.
- Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
- Prepares pricing guides and maintenance menus for frequent labor operations.
- Handles customer complaints immediately and according to dealership's guidelines.
- Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
- Maintains safe work environment.
- Maintains a professional appearance.
- Safeguard achievement of after-sales department targets; provided periodic reports to management on all after-sales activities
- An additional responsibility of handling operational activities of Ibadan branch (Sales, Service, parts and administration).
- Centralized Customer care unit for multi International Auto Cars brands concerns and gives the best possible solutions to customers across the country.
- Centralized Customer care unit for multi International Auto Cars brads concerns and gives the best possible solutions to customers across the country.
- Successfully mentored team of Service Advisors and Customer Relation Executives; analyzed customer complaints weekly and discussed the same with the After Sales Manager across the brands.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Analyzed customer feedback data to develop action plans for improving services offered.
Associate Engineer - Business Development
Actemium India Process Solutions
Bengaluru
07.2017 - 06.2018
- Tasked with expanding the company's market presence and securing new business contracts
- Established company reputation in the market.
- Explored new business opportunities and generated inquiries
- The prepared client offers andfollowed-upp
- Booked orders and managed project budgets
- Tracked received orders
- Developed new customers and business avenues.
- Coordinated with customers and vendors
- Provided onsite support for client projects
Service Assistant
Stallion Motors Ltd
Lagos
11.2012 - 12.2016
- Supervises all vehicle deliveries, ensuring that each customer is informed of the vehicle's warranty details, maintenance requirements, and features, particularly those related to safety.
- Introduces customers to service and parts personnel, indicating shop location and hours of operation.
- Follows up with all sales and warranty customers within 48 hours to ensure customer satisfaction.
- Develops and monitors the results of a dealership customer service questionnaire.
- Stays abreast of upcoming community events and considers ways in which the dealership might participate.
- Coordinates special dealership events, promotions, and seminars.
- Implements customer satisfaction programs.
- Strives for high ranking on manufacturer surveys. Monitors results frequently.
- Informs salespeople of their individual performance scores and makes suggestions for improvement as needed.
- Acts as a contact person for any special projects regarding dealership improvements.
- Assists service customers during the morning service rush, when possible.
- Maintains a professional appearance.
- Other tasks as assigned
- Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
- Maintained clear communication with customers during vehicle repair.
- Ensured customer satisfaction by understanding their needs.
- Facilitated effective customer support through inter-departmental coordination.
- Provided timely service reminders and updated customer orders
- Implemented policies and procedures for improved customer service.
- Took corrective actions based on post-service follow-ups.
- Conducted repair order quality audits and performed Q Checks.
- Led Service Advisers and Customer Relations Executives.
- Analyzed customer complaints and coordinated resolutions.
- Customer complaint analysis and discussion with After Sales Manager
Education
B Tech - Automobile
Lingayas Institute of Management And Technology
Faridabad, India08-2012
Skills
- Scheduling and Planning
- Supply Management
- Maintenance Management
- Equipment Troubleshooting
- Effective customer communication
- Vendor Relationship Management
- Operational Management
- Dealer Management Systems
- Fleet management
- Dealership Management
- After-sales Support
- Interdepartmental coordination
Languages
Hindi
First Language
English
Intermediate (B1)
B1
References
References available upon request.
Timeline
Workshop Manager
AMM Engineering Works Ltd.
04.2022 - 11.2023
Customer Relationship Manager(European Brands)/Branch Manager
Stallion Motors Ltd
07.2018 - 12.2020
Associate Engineer - Business Development
Actemium India Process Solutions
07.2017 - 06.2018
Service Assistant
Stallion Motors Ltd
11.2012 - 12.2016
B Tech - Automobile
Lingayas Institute of Management And Technology
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