UMAKANTA BEHERA
WORKSHOP MANAGER
JAJPUR
Summary
Results-driven Service Manager with expertise in service operations, customer relationship management, and inventory oversight. Proven ability to enhance customer satisfaction and operational efficiency through effective leadership and innovative problem-solving.
Overview
25
25
years of professional experience
Work History
Workshop Manager
BIRENDRA MOTORS (ROYAL ENFIELD)
JAJPUR ROAD, ODISHA
09.2020 - Current
- Managed daily operations for Royal Enfield showroom to ensure efficient service delivery.
- Trained and mentored staff on product knowledge and customer service best practices.
- Oversaw inventory management to maintain optimal stock levels and product availability.
- Coordinated service appointments to maximize workshop efficiency and customer satisfaction.
- Developed and implemented standard operating procedures for service operations.
- Resolved customer inquiries and complaints with professionalism and courtesy.
- Collaborated with sales team to enhance customer experience during vehicle purchases.
- Monitored service quality to uphold brand standards and improve operational workflows.
- Resolved customer complaints in a timely manner.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Hired and trained service department staff to drive performance.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Created written estimates and obtained customer consent to proceed.
- Created employee work schedules to keep shifts properly staffed.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Created standard operating procedures for all service functions.
- Monitored service performance metrics to identify areas of improvement.
- Reviewed customer billing statements for accuracy prior to release.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Created detailed reports on service activities for senior management review.
- Monitored employee performance through Skill matrix analysis.
- Analyzed existing processes for potential cost savings initiatives.
- Enhanced customer satisfaction by consistently delivering quality workmanship and meeting deadlines.
- Maintained workshop activities in line with budget requirements.
- Managed and led a team of technicians for optimal productivity and job satisfaction.
- Implemented quality control measures that resulted in fewer product defects returned from customers.
Service Manager
SUBAS MOTORS (TVS MOTOR COMPANY)
08.2015 - 09.2020
- Customer handling
- Manpower handling
- Improve Workshop Profitability.
- Target basis on service section.
- Dissatisfied to Satisfied customers complaints
- Daily service Inflow target follow up.
- Improve Network Coverage
- Training of Untrained technicians
- Complain solving of service related queries
- Arrangement of service camps
- Job card entry in DMS
- Ho Complaint solving
- CSI Improvement.
- Workshop Related Activities Handling.
Sr.Engg Q/A
ANG INDUSTRIES LTD (UNIT-5)
11.2006 - 06.2015
- Independent Handling of all Defect & Rejection control of parts in Final Inspection stage.
- All activities regarding in Final Packing Material for Dispatch.
- To carry out internal PDI audit.
- Responsible for Process & Product Audits.
- To assure the product quality on line with the customer requirement by the implementation of the Quality Final Inspection standard.
Q/C Engg
DELITE TECHNOPLAST
FARIDABAD, HARYANA
06.2003 - 10.2006
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Junior Engineer Trainee
IMPEX FERRO TECH LTD
BURDHAWAN, WESTBENGAL
09.2001 - 05.2003
- Completed comprehensive training programs, enhancing technical expertise throughout the course of employment as a Junior Engineer Trainee.
- Developed solid time management skills while balancing multiple projects simultaneously under tight deadlines.
- Increased efficiency in project completion by assisting senior engineers with technical design and implementation tasks.
- Evaluated feasibility studies alongside senior engineers to determine optimal solutions based on budgetary constraints, available resources, and client requirements.
Education
Diploma - Mechanical Engineering
Kalinga Polytechnic, KIIT
BBSR, Odisha01-1999
HSC - Odia Medium
Jajpur Town High School
Jajpur, Odisha01-1995
Skills
Ms- Office (Ms-Word,Excel& Power Point)
Auto-Cad 2000
TRAINING UNDERGONE
Two days Training program on “Process Approach of Ts16949:2002” from Six Sigma Strategic Inc,Gurgaon.
KEY RESULTS AREA
- Daily recording / Monitoring of final packing materials
- Daily recording / Monitoring of Quality repots.
- All activities regarding in Final Packing Material for Dispatch
- Responsible for Final Pallet Audits
- Responsible for Process & Product Audits
- To maintain and update all quality norm documentation in Final Inspection
- Knowledge of PPAP, APQP, PFMEA, Control Plan, SPC etc
Timeline
Workshop Manager
BIRENDRA MOTORS (ROYAL ENFIELD)
09.2020 - Current
Service Manager
SUBAS MOTORS (TVS MOTOR COMPANY)
08.2015 - 09.2020
Sr.Engg Q/A
ANG INDUSTRIES LTD (UNIT-5)
11.2006 - 06.2015
Q/C Engg
DELITE TECHNOPLAST
06.2003 - 10.2006
Junior Engineer Trainee
IMPEX FERRO TECH LTD
09.2001 - 05.2003
HSC - Odia Medium
Jajpur Town High School
Diploma - Mechanical Engineering
Kalinga Polytechnic, KIIT