Summary
Overview
Work History
Education
Certification
Languages
Timeline
Generic

Vivek Bhanawat

Navi-Mumbai

Summary

Results-driven Automobile Service Manager with over 17years of experience in the automotive industry. Proven expertise in managing service operations, optimizing workflow, and leading a team to deliver exceptional customer service. Adept at diagnosing complex vehicle issues, implementing effective repair solutions, and ensuring adherence to safety and quality standards. Demonstrated ability to enhance customer satisfaction, increase service department profitability, and drive continuous improvement initiatives. Strong leadership, communication, and problem-solving skills with a commitment to excellence and innovation in automotive service management.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Automobile Service Manager

Mosin Haider Darwish LLC
Muscat
02.2016 - 05.2025
  • Directed daily operations of the service department, overseeing a team of [65] technicians and service advisors to ensure high-quality vehicle repairs and maintenance.
  • Implemented and refined standard operating procedures, resulting in a [20%] increase in service efficiency and a [15%] reduction in customer wait times.
  • Enhanced customer satisfaction by introducing a new feedback system, achieving a [75-85%] improvement in customer service ratings.
  • Managed inventory and procurement of parts and tools, optimizing stock levels and reducing costs by [5%] through strategic supplier negotiations and inventory control.
  • Conducted regular training sessions for staff on the latest automotive technologies and best practices, contributing to improved diagnostic accuracy and repair quality.
  • Monitored and analyzed service metrics to identify trends and areas for improvement, leading to the development and execution of targeted action plans.
  • Ensured compliance with safety regulations and quality standards.

Head of Customer Service

Mosin Haider Darwish LLC
Muscat
02.2013 - 02.2016
  • Accomplished Head of Customer Service at Jaguar and Land Rover Service in elevating customer satisfaction and driving service excellence across all service phases.
  • Expert in leading teams, optimizing operations, and executing customer-centric strategies to enhance service delivery and efficiency.
  • Adept at managing complex customer interactions, designing and implementing training programs, and building strong client relationships to ensure an exceptional ownership experience.
  • Demonstrated ability to oversee front office functions to final delivery, ensuring a seamless and high-quality service experience.

Asst. Manager (Warranty Head)

Mosin Haider Darwish LLC
Muscat
06.2011 - 02.2013
  • As Warranty Head for Jaguar and Land Rover, led the warranty department with a focus on maximizing efficiency, accuracy, and cost-effectiveness in warranty claims processing.
  • Managed all aspects of warranty operations, including the validation, approval, and submission of claims, ensuring compliance with manufacturer guidelines.
  • Worked closely with service teams to optimize warranty processes, reduce claim rejections, and enhance customer satisfaction.
  • Implemented training programs for staff to improve understanding of warranty procedures and maintain up-to-date knowledge of manufacturer policies.
  • Played a pivotal role in maintaining strong relationships with the manufacturer, resolving disputes, and securing goodwill support for out-of-warranty claims.
  • Developed and maintained guidelines for goodwill claims, balancing customer satisfaction with company profitability.
  • Evaluated goodwill requests based on customer loyalty, vehicle service history, and other factors, and made decisions to authorize or decline claims accordingly.
  • Successfully reduced warranty-related costs and enhanced claim recovery rates through diligent auditing and process improvements.

Asst. Manager Body Shop

Moosa Abdul Rahman LLC
Muscat
03.2007 - 06.2011
  • Overseeing all aspects of body shop operations, including customer service, repair processes, and quality control.
  • Expert in managing and mentoring a skilled team, ensuring efficient workflow, and maintaining high standards of safety and compliance.
  • Adept at liaising with insurance companies, managing budgets, and driving profitability while ensuring customer satisfaction through timely and precise repairs.
  • Strong ability to implement process improvements, reduce costs, and achieve operational excellence in a fast-paced environment.
  • Led a team of 28 technicians and support staff, achieving a 20% increase in productivity through targeted training and process improvements.
  • Implemented a mentorship program that reduced employee turnover by 15% and improved overall team morale.
  • Spearheaded the launch of a new customer service initiative, resulting in a 30% increase in positive customer feedback.

Education

Master of Business Administration -

Symbiosis Institute of Business Management
Pune

Graduate Diploma in Automobile Engineering -

Mumbai University

Diploma in Mechanical Engineering -

Government Polytechnic N.P. Hirani
Pusad, Maharashtra

Certification

  • C++ Programming
  • I-deas CAD/CAM Designing
  • Jaguar and Landrover Programs
  • Level 4 Certified Service Manager from Jaguar-Land Rover Excellence
  • XJ-351 2012 Introduction Training
  • Discovery2015 Technical Training
  • Advanced Diagnostic Chassis System and Vehicle Vibration Analysis Level 3 at Ford Training Center, UAE
  • Dipped in Green of-Road Driving Training conducted by JLR
  • MG Training Program
  • MG Aftersales Manager Assessment Program- Dubai
  • New MG RX-5 Technical Training- China
  • New MG6-2019 Electric Vehicle Technical Training- Dubai
  • MG Hector/Zs Mobile App Development and Application

Languages

Fluent, Fluent, Native

Timeline

Automobile Service Manager

Mosin Haider Darwish LLC
02.2016 - 05.2025

Head of Customer Service

Mosin Haider Darwish LLC
02.2013 - 02.2016

Asst. Manager (Warranty Head)

Mosin Haider Darwish LLC
06.2011 - 02.2013

Asst. Manager Body Shop

Moosa Abdul Rahman LLC
03.2007 - 06.2011

Master of Business Administration -

Symbiosis Institute of Business Management

Graduate Diploma in Automobile Engineering -

Mumbai University

Diploma in Mechanical Engineering -

Government Polytechnic N.P. Hirani

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