AATIF AZAM
National Aftersales Manager
Jeddah
Summary
A commercially driven professional with over 16+ years of experience in aftersales management (Parts & Service) dealing in handling various equipment types, including construction equipment, power products, industrial equipment, material handling equipment, pumps, tractors, and commercial vehicles. Proven track record of initiating business development and driving excellence through process improvement. Seeking senior-level assignments in Aftersales Management with a reputable organization in Saudi Arabia and UAE.
Overview
17
17
years of professional experience
2008
2008
years of post-secondary education
4
4
Languages
Work History
National Aftersales Manager (KSA & Bahrain)
Al-Futtaim Auto & Machinery Co. - FAMCO
2021.07 - Current
- Dynamic Aftersales Head representing aftersales team to orchestrate and elevate aftersales operations across multiple locations in KSA
- Driving tangible business growth and customer satisfaction
- Responsible for managing and enhancing the service and parts departments across various locations, including playing a pivotal role in driving customer satisfaction, operational efficiency, and revenue growth while upholding the organization standards
- Organize, direct and control the activities of the aftersales branches to achieve/exceed budgets, maintain desired margins, ensuring optimum use of all personnel and facilities resources
- Conduct regular analysis for increasing additional parts & service sales, establish group KPI's per Service and Parts departments with performance management reviews
- Leading, mentoring, and inspiring a team of aftersales managers, parts procurement team, parts warehouse team, machine connectivity & telematics center, warranty manager, technicians, and other support staff
- Develop and implement strategic plans to optimize aftersales operations, including service processes, parts inventory management, machine population control and customer engagement initiatives
- Ensure adherence to organization & brand standards, policies, and procedures to deliver exceptional service experiences to customers
- Collaborate closely with other departments, including training, sales, marketing, logistics and finance, to achieve overall business objectives
- Analyze performance metrics, identify areas for improvement, and implement solutions to enhance operational efficiency and profitability
- Foster a culture of continuous improvement, training, and development within the aftersales team
National Service Manager
Abdullah Hashim Co. Ltd. (Machinery Division)
2014.06 - 2021.06
- Mentoring & monitoring 45 employees which includes Technicians, Supervisors & other support staff
- Conducting branch workshops audit for streamlining regional operations to ensure quality support to customers, and smooth implementation of process / procedures as per the guidelines
- Setting annual budget for each branch workshop; participating in inter-department review meetings to identify the gaps by understanding the major business obstacles
- Maintaining correct level of staffing by analyzing manpower requirements, hiring of best suitable candidates as per job requirements, and so on
- Leading, motivating, & developing regional staff, evaluating individual performance, imparting trainings, and building required skills & competencies
- Preparing special customized Annual Maintenance Contracts (AMC) for key accounts based on product, application and requirements
- Collaborating with management on monthly workshop reports, and identifying areas of improvements
- Organizing various manufacturer technical trainings for new products & product enhancements
- Supervising & ensuring timely submission of warranty claims from branches and processing it to manufacturers
- Liaising & coordinating with Finance Department for warranty payments & adjustment
- Arranging service campaigns as per products & seasons to enhance service & spare-parts revenue
Service Engineer
Mahavir Motors (Mercedes-Benz)
2007.12 - 2008.12
- Worked with Technicians and Service Advisors and monitored all basic maintenance & troubleshooting of Mercedes-Benz cars with respect to ‘Diamler Chrysler India’ standards
- Troubleshot practices on various models like C, E, S, S65 AMG, CLS, CLK, SLK, SL, CL, ML and GL
- Conducted diagnosis of Mercedes-Benz Passenger Cars, and repair work
- Performed Pre-Delivery Inspection (PDI) of vehicles arriving from plant and provided feedback to the plant on paint work, door alignment, gaps and other issues
- Developed parts and man-hour estimates, enabling Service Advisor to issue an overall estimate to customer
- Ensured use of Star Diagnosis, including Mercedes Benz Diagnostic Tool, Online WIS - Work Information System, EPC - Electronic Parts Catalogue and other databases
Foreman
Hussaini Auto Garage (Now Buraq Motorcycles)
2008.01 - 2008.06
- Monitoring the maintenance and repair works being undertaken by the team of technicians
- Communicating effectively with the technical team involved in work, selecting methods and techniques appropriate to the tasks being executed with all safety procedures in mind
- Applying skills to work, including making good use of time and resources, sorting out priorities, completing activities within given workshop timeframes
- Making “Final Inspections” to check job is to workshop standards and thereby satisfying the customers
Education
B.Tech. - Automobile Engineering
Jawaharlal Nehru Technological University (J.N.T.U.)
Skills
Parts & Service Management
Team leadership
Critical thinking for resolution
Problem-solving skills
Commercial strategy development
Goal-oriented
Informed decision processes
Customer retention strategies
Staff training and development
Service process optimization
Personal Information
- Valid & Transferable Saudi residency
- Nationality: Indian
- Driving License: Valid Saudi Arabian License
- Marital Status: Married
Trainings And Seminars
- Commercial Boost Event, Volvo in Eskilstuna, Sweden
- Uptime Boost Event, Volvo in Eskilstuna, Sweden
- LEAN Process Improvement Program, Volvo, Dubai UAE
- Parts & Service Sales Program, Volvo, Jeddah, Saudi Arabia
- Parts Sales Initiative trainings, Volvo Construction Equipment & SDLG
- Multiple trainings on Soft Skills via Al-Futtaim Training Academy
- Kirloskar Generators in Saudi Arabia, UAE & India
- Yanmar Generators, Inverters & Diesel Engines in Saudi Arabia & Singapore
- Yale Forklifts, Reach Trucks & Motorized Pallets in Saudi Arabia & The Netherlands
- Bendi & Drexell Forklifts in Saudi Arabia
- Mariner Outboard Engines in Dubai
- Deepsea PLC Modules (6000 & 7000 Series), CEM7 & C6 Controllers in Dubai & Saudi Arabia
- Sullivan Palatek Portable & Industrial Air Compressors in Saudi Arabia
Timeline
National Aftersales Manager (KSA & Bahrain)
Al-Futtaim Auto & Machinery Co. - FAMCO
2021.07 - Current
National Service Manager
Abdullah Hashim Co. Ltd. (Machinery Division)
2014.06 - 2021.06
Foreman
Hussaini Auto Garage (Now Buraq Motorcycles)
2008.01 - 2008.06
Service Engineer
Mahavir Motors (Mercedes-Benz)
2007.12 - 2008.12
B.Tech. - Automobile Engineering
Jawaharlal Nehru Technological University (J.N.T.U.)