 Improve customer service experience, create engaged customers and facilitate organic growth and assists in resolving customer complaints. Works with service advisor to ensure that post-service customer contacts are made within 48 hours of delivery and that updated files are kept on all customers. Lead a team of 15 service advisors,5 supervisors,15 mechanics,10 office staffs,11 call center executives and 6 drivers, also coordination between them. Schedules and confirms service appointments for any new customers experiencing mechanical problems and follows up with all parties after repair has been completed. Prepares monthly reports on the status of customer satisfaction in the dealership, including results of all factory-generated surveys (CEI in MSIL). Discusses dealership customer satisfaction standings with the general manager and department managers, monitoring significant changes and determining possible contributing factors. Maintains a case history file of all customer complaints and problems, documented with customer's name, type of vehicle, date of contact, nature of problem, personnel involved and detailed description of resolution. Reviews all post-service cases with the service manager once a month. Maintains a file of the dealership's customer satisfaction achievements. Assists service customers during the morning service rush, when possible. Arranging on road services for urgent breakdown and coordinating pick up & drop services in workshop. Act as workshop incharge in the absence of service manager and coordinating with MSIL (Maruti Suzuki India Ltd) in case of any urgency. Avoid escalations of customer complaints to higher levels and ensure customer satisfaction. Attends sales, service and management meetings.

Examine the Vehicle after listening customer's complaints and concern about malfunctions and diagnose to determine the causes and symptoms to confirm services required and verify the checklists to assure that all main parts were being examined and open job card.Verify the warranty and service contract coverage by examining records and explain provisions and exclusions.Liaising with manufacturer Maruti Suzuki India Limited (MSIL) when requires authorization to start work or require estimates authorizing the repairs to start.Prepare repair order (RO) with complete details of symptoms and causes as well as repair and services required, and enter RO into database after getting approval.Serve as Assistant Service Manager in absence of Service Manager.Maintain customer rapport informing work progress and expected delivery of Vehicle and to have approval in case of any unexpected additional work occurred during progress of scheduled work Final inspection and test drive before delivering to customer and make sure Vehicle performance and all problems are fixed and review the invoices.Schedule and maintain an affluent Clientele in a fast-paced, quickly changing environment that requires quick response decision and provide solutions to various needs and obstacles.Prioritize works flow coordinating with all cross functional staffs and maintaining track sheets of job cards for easy on time delivery of Vehicles.Generate and close ROs and check the pre-invoice and tally with estimates to avoid any discrepancies in the billing.Answer technical queries and concerns of the client over phone and recommend proper and suited solutions.Prepare monthly reports of each service segments for self-analysis.

Trained students in Mechanical Design Engineering using Autodesk Software