Summary
Work History
Education
Skills
Accomplishments
Personal Information
Languages
References
Timeline
Generic
MUHAMMED FIROZ

MUHAMMED FIROZ

Doha

Summary

Passionate Automobile professional over two decades of Automotive industry experience, I present a rich background in numerous facets of automotive operations, including technical aspects, Training, Aftersales, Manufacturing, and Production. My area of expertise spans major European, American, and Japanese automobile brands, with hands-on experience in the Middle East and India.

Distinctively, my professional journey has not been limited to singular operational aspects. I bring to the table a proven capacity for upward mobility - having swiftly climbed the ladder from a supervisor role to a Service Manager. This progression showcases my adaptability and leadership capabilities in this highly competitive and dynamic industry.

Work History

Workshop Service Manager

Universal Motors
Doha
2016 - Current
  • Successfully oversaw complete aftersales operations including Service, Spare Parts, and Warranty departments at Universal Motors, a renowned dealer of LOTUS sports cars
  • Implemented and streamlined effective Customer Support strategies, which resulted in enhanced client satisfaction and retention
  • Expertly provided Technical Support to ensure minimal down-time and optimize vehicle performance
  • Facilitated robust Plant Support contributing to seamless operational flow and increased productivity.

Business Partner

Engines Garage
Doha
2013 - 2015
  • Workshop for all kinds of German /American & Japan vehicles Mechanical & Electrical repair works, bodywork, painting and Air conditioning work
  • Dealing with suppliers and maintain a good relationship
  • Handling Marketing and Sales Team
  • Effectively communicating with the Office Manager, Sales Manager and Marketing Manager on a weekly basis to review departmental forecasts and ensure consistency
  • Paying close attention to daily operations, recommending and creating improved courses of action where necessary
  • Coordinating with the business/administrative office to ensure that records and analyses are correctly maintained
  • Creating a good working relationship with Insurance firms, Suppliers and manufacturer personnel and maintaining these relationships
  • Focusing on any customer complaints that managers are unable to rectify and taking the necessary steps to resolve these complaints
  • Ensure adequate maintenance of tools, equipment and other materials in the Service Area
  • Conduct annual Performance Appraisal for Workshop Personnel
  • Plan and prepare annual budget for the department and facilities, scheduling expenditures, analysing variances and initiating corrective actions
  • Follow up closely during implementation.

Technical Training Manager

Saad Buzwair Automotive
Doha
2012 - 2013
  • Managed hands-on technical troubleshooting and fault diagnosis within the workshop
  • Provided on-the-job training and technical guidance to technicians
  • Supervised complex troubleshooting tasks for optimal outcomes
  • Facilitated strong communication and collaboration with the Service department to ensure consistent delivery of high-quality service
  • Conducted thorough analysis of product faults causing malfunctions
  • Quality assurance through stringent testing of vehicles, both individually and with customers
  • Oversaw DISS ticket support for AUDI/VW
  • Assisted in planning and execution for AUDI/VW Motor shows
  • Investigated repeat repairs, providing informative analysis reports
  • Developed and organized advanced training programs for technical staff
  • Managed vehicle recalls inspections and communication with warranty department
  • Ensured timely and cost-effective completion of assignments
  • Identified and addressed training needs of workshop staff for potential skill development
  • Administered an efficient inventory system for essential tool and equipment required for vehicle maintenance
  • Guaranteed adherence to manufacturers' guidelines and time frames for vehicle maintenance
  • Upheld health and safety regulations to prevent workplace accidents.

Product Support/ Field Force Manager

Volkswagen India
Pune And Aurangabad
2008 - 2011
  • Provided regional technical support at the New Delhi, India office
  • Developed and implemented training programs, evaluating their effectiveness through on-site visits
  • Held responsibilities for Flying Doctor functions
  • Managed product support for 38 regional dealerships through DISS tickets system
  • Coordinated the adaptation and implementation of local multimedia trainings and monitored them utilization
  • Controlled the quality and effectiveness of dealer-led internal trainings
  • Ensured timely delivery of system updates, technical circulars and campaign information to all dealerships
  • Verified usage of standardized repair procedures and all available technical information Sources at the dealer level
  • Identified the need for additional training based on repair shortcomings identified in DISS tickets and other sources
  • Participated in fault table/route cause analysis meetings to find permanent solutions for field issues
  • Served as primary liaison between VW product support and VW factory quality entities
  • Monitored repeat repair cases, identifying causes and implementing corrective actions
  • Managed publication and effectiveness verification of Technical Product Information and Campaigns
  • Delivered action plans to address Concerns, DISS tickets, and warranty claims
  • Scheduled service trials for new vehicle launches
  • In charge of recruitment for after-sales technical staff at dealerships
  • Managed customer complaints received through CSS study
  • Designed mystery shopper tests to assess dealer competence
  • Coordinated and conducted on-the-job technical and systems training for VW dealerships in India
  • Established direct contact and addressed technical issues with high-need customers
  • Managed comprehensive VW Level 2 operations
  • Facilitated robust communication with Level 3 (Germany) for resolution of technical issues
  • Undertook Flying Doctor assignments as needed
  • Provided adept technical support to field support team, flying doctors, and dealership network
  • Actively handled Preparation, Verification, and Publication of TPIs (Technical Product Information)
  • Conducted comprehensive analysis of repeat repair cases to discern causes and determine corrective actions
  • Served on Schadenstisch/Baugruppen team, handling Engine, Transmission, Electronics, and Electrical issues at the plant
  • Collaborated with VW Quality department to analyze failed parts in the field, with an aim to reduce recurrence of repair and warranty costs
  • Offered proficient technical support for VW Motorsports cars.

Trouble Shooter & Acting Team Leader

Al Nabooda Automobiles
Dubai
2000 - 2008
  • Spearheaded all facets of team recruitment including interviewing, hiring, and training
  • Ensured optimum productivity through strategic planning, work assignment, and performance appraisal
  • Fostered a productive work environment through effective rewarding and discipline of employees
  • Demonstrated adeptness in resolving complaints and overcoming operational challenges
  • Specialized in troubleshooting complex mechanical and electrical issues
  • Ensured superior service quality through rigorous test drives and quality control measures
  • Offered expert technical advice and service guidance to promote service excellence.

Workshop Supervisor

DECENT Auto (Govt approved service centre)
Kerala
1997 - 2000
  • Executed workshop supervision at Decent Auto engineering, specializing in American and Japanese cars, located in Kerala, India
  • Applied technical knowledge in providing service advice and guidance
  • Oversaw the procurement of necessary spare parts ensuring smooth flow of operations
  • Conducted accurate estimations to maintain cost-efficiency
  • Led test drives and enforced stringent quality control to assure excellent service delivery
  • Prepared comprehensive daily inspection reports, identifying problem areas for analysis and initiating corrective measures when required.

Education

Skills

  • Staff Supervision
  • Customer Service
  • Estimating and Quoting
  • Work Planning and Prioritization
  • Employee Training and Development
  • Service Quality Management
  • Customer Service Management
  • Service Documentation
  • Workplace Safety
  • New Employee Hiring
  • Technical Support
  • Team Collaboration and Leadership
  • Reporting and Documentation
  • Time Management
  • Maintenance Planning
  • Continuous Improvement
  • Employee Relations
  • Quality Assurance
  • Positive Attitude
  • Task Delegation
  • Forecasting
  • Business Development
  • Flexible Schedule
  • Trustworthy and Honest
  • Service Order Flow
  • Employee Supervision
  • Staff Motivation
  • MS Office
  • Service Scheduling
  • Documentation and Reporting
  • Problem-Solving
  • Process Optimization
  • Data Analytics
  • Workflow Management
  • Interpersonal Relationships
  • Critical Thinking
  • Process Implementation
  • Quality Control
  • Team Leadership
  • Service and Parts Teams Management
  • Technical Troubleshooting
  • Preventive Maintenance

Accomplishments

  • Vehicle Diagnostic Competence Certificate from VW/AUDI Academy, Germany
  • Train the trainer certificate for Master technician from VW/AUDI Academy, Germany
  • Attended technical & product training for Audi, Volkswagen & Lotus cars in Germany, Middle east & India.
  • Authorization for preparations and publications of HST2(TPI) & VW Campaigns in India
  • VW Self Study Program award from Volkswagen, Dubai
  • Technical In-charge for VW motor sports cars in India
  • Holder of valid QATAR / UAE / Indian driving License
  • Trained in handling all kind of Diagnostic Workshop testers

Personal Information

  • Passport Number: S7669866
  • Passport Expiry Date: 08/28/28
  • Date of Birth: 10/03/76
  • Nationality: Indian
  • Marital Status: Married

Languages

Malayalam
First Language
Arabic
Beginner
A1
English
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1

References

References available upon request.

Timeline

Workshop Service Manager

Universal Motors
2016 - Current

Business Partner

Engines Garage
2013 - 2015

Technical Training Manager

Saad Buzwair Automotive
2012 - 2013

Product Support/ Field Force Manager

Volkswagen India
2008 - 2011

Trouble Shooter & Acting Team Leader

Al Nabooda Automobiles
2000 - 2008

Workshop Supervisor

DECENT Auto (Govt approved service centre)
1997 - 2000

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MUHAMMED FIROZ