Virendra Masurkar

Joined as Senior Engineer at Hyundai Motor Plaza - Mumbai:

• Role: Managed vehicles reporting for service at the company-owned workshop, overseeing service quality and customer satisfaction.

Promoted to Senior Executive: 2010

• Responsibilities: Took on the role of Customer Care Manager, focusing on enhancing customer interactions and ensuring a high standard of service.

Promoted to Assistant Manager: 2011

• Responsibilities: Served as Acting Service Manager, overseeing daily workshop operations, staff management, and service delivery at HMP Mumbai.

2013 - Transferred to Regional Office, Mumbai:

• Role: Appointed as Area Manager, responsible for regional oversight and strategic management of workshop operations across the area.

• Customer Service Management:Customer Interaction: Serve as the primary point of contact for customers. Address their concerns, provide service estimates, and ensure a high level of satisfaction.
  Complaint Resolution: Handle and resolve customer complaints effectively to maintain a positive reputation.
  
• Team Leadership and Management:Staff Supervision: Manage and supervise the workshop staff, including technicians, service advisors, and other personnel.
  Training and Development: Ensure that staff are properly trained and stay updated with the latest automotive technologies and techniques.
  
• Operational Oversight:Workflow Management: Oversee the daily operations of the workshop, including scheduling, parts ordering, and service delivery.
  Quality Control: Ensure that all services and repairs meet the required standards and follow safety protocols.
  
• Financial Management:Budgeting: Manage the workshop’s budget, including controlling expenses and optimizing resource allocation.
  Sales and Revenue: Develop strategies to increase sales and revenue, including upselling services and products.
  
• Marketing and Business Development:Promotions: Create and implement marketing strategies to attract new customers and retain existing ones.
  Customer Relationships: Build and maintain strong relationships with customers to encourage repeat business and referrals.
  
• Reporting and Analysis:Performance Metrics: Monitor and analyze workshop performance metrics, including service volume, customer satisfaction, and financial performance.
  Reporting: Provide regular reports to senior management or owners regarding the workshop’s performance and any issues or opportunities for improvement.
  
• Customer Relationship Management:Feedback and Surveys: Use customer feedback and surveys to improve service quality and address any areas of concern.
  
• Technology Utilization:Software Management: Utilize workshop management software for scheduling, tracking repairs, and managing customer records.
  

• Daily Operations Management:Work Scheduling: Plan and manage the daily workflow, ensuring that service and repair tasks are scheduled and completed on time.
  Resource Allocation: Assign tasks and responsibilities to technicians and other workshop staff based on their skills and availability.
  
• Team Leadership:Staff Supervision: Oversee the workshop team, including technicians, service advisors, and support staff. Provide guidance and support as needed.
  Training and Development: Identify training needs and organize training sessions to keep the team updated on new technologies and techniques.
  
• Quality Control:Standards Compliance: Ensure that all repairs and services meet the quality standards of the workshop and industry regulations.
  Inspection and Testing: Implement processes for the inspection and testing of vehicles to ensure that all work is completed correctly.

• Catering to customers based on their appointment scheduled for service.
• Monitoring same-day delivery of vehicles.
• Monitoring daily vehicle pendency.

• Responsible for maintenance and quality repair of vehicles reported for service and concerns.
• Implementing process as mentioned in the shop manual by MSIL.

• Technical Skills:Basic Automotive Knowledge: Understanding of automotive systems and components.
  Diagnostic Skills: Ability to perform basic diagnostics and troubleshooting on vehicles.
  Hands-On Experience: Proficiency in using automotive tools and equipment.