Penang, Malaysia
• In charge of the entire outlet workshop project planning, scheduling, contractors work arrangement, JKKP & JAS licenses application. • To monitor project operation, work progression, update & report to BYD Sime Darby also Denver Auto Management until operation approved & business commenced. • To achieve monthly KPI target set according by BYD Sime Darby Sdn. Bhd. also Denver Auto Sdn. Bhd. management. • Monthly report submission required by BYD Sime Darby Sdn. Bhd. (Net Promoter Sales & Aftersales Target Report) • To maintain the quality of aftersales service by improving the excellent customer experience with customer. Customer Satisfaction Index No.1. • Responsible for handling customer's complaints, enquirers and feedback to BYD Sime Darby & solve all issue accordingly. • Schedule planning for all service staff training, all model training (EV), technician skill training (BYD Technical Certification Program). • Implement 5S Concept: (Seiri - Arrangement, Seito - In order, Seiketsu - Cleanliness, Seiso - Cleaning, Shitsuke - Discipline) Experiences Gained: • Expose to new dealer project, beginning setup by liaise with HQ Sime Darby & contractors, from schedule planning, construction material purchasing, goods arrangement, site supervising & QC inspection audit. • To setup workshop facility, equipment, special tools, common tools & EV tools in order to pass the HQ Sime Darby's audit also to start outlet operation.
• In charge of the workshop daily operation on job control for mechanics, vehicle intake, customer appointment, purchasing of workshop tools & utilities, control of workshop daily parts selling. • To achieve monthly revenue target set by TCEAS (Tan Chong Exspres Auto Servis Sdn Bhd.) & Nissan management on after sales. • Monthly report submission required by TCEAS management by generating report. Service Operation (Workshop Performance, Intake, Turnover & Manpower Update List) Spare Parts Inventory Audit Report (Weekly & Monthly) LCSI Reports (Customer Complaint & Compliment) • To maintain the quality of after service by improving the service experience with customer. Customer Satisfaction Index No.1. • Responsible for handling customer’s complaints, enquires and feedback to CSD (Customer Service Department.) & NSD (National Service Department) to solve all issue accordingly. • Schedule planning for in newly join staff training, new model training, technician upgrade skill training (TECH I, TECH II, TECH III) & also liaise with local college, prepare & arrange industrial trainee to join company for the On Job Training. • Implement 5S Concept: (Seiri – Arrangement, Seito – In order, Seiketsu – Cleanliness, Seiso – Cleaning, Shitsuke – Discipline) Experiences Gained: • Non Nissan car service & maintenance project, to increase outlet intake & revenue by taking non Nissan brand vehicle (Proton, Perodua, Toyota, Honda, Mitsubishi, BMW, Mercedes & etc)
• In charge of Body & Paint accident claim repair & report to branch manager. • Evaluate & preparing estimation for all accident vehicle which bring in under insurance claim or cash job repair, upload required documents, photos & labor into Merimen or eClaimsMobile system accordingly. • To achieve monthly body & paint KPI target units and revenue by increasing insurance claim awareness towards customers & built up a good network or relationship with runner/towing driver. • Other duties include to do monthly audit on body & paint spare parts items in order to maintain sufficient parts for certain model & keep ready stock for urgent repair.