Harrison Outa
Nairobi
Summary
Accomplished Technical Support Representative at Timed Performance, significantly enhancing customer satisfaction and loyalty through expert troubleshooting and efficient problem-solving. Skilled in vehicle repairs and customer service. Proactive approach and ability to relay complex information foster strong relationships and drive positive outcomes. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Responsible Technician with excellent troubleshooting, customer service and analytics skills coupled with more than 6 years of experience. Highly effective in complying with safety requirements evidenced by zero work loss days. Broad skills in maintenance and bench builds.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Automotive Technician
Timed Performance
08.2021 - Current
- Diagnosed vehicle issues using advanced diagnostic tools and software.
- Performed routine maintenance and repairs on various automotive systems.
- Collaborated with team members to streamline repair workflows and improve efficiency.
- Maintained accurate records of services performed and parts used for customer transparency.
- Assisted customers in understanding repairs needed and providing service recommendations.
- Trained junior technicians on best practices in vehicle repair and safety protocols.
- Conducted thorough inspections to identify potential problems before they escalated.
- Ensured compliance with safety regulations and environmental standards during repairs.
- Maintained a clean working environment at all times.
- Replaced defective parts with new or reconditioned parts following manufacturers' instructions.
- Performed routine maintenance including oil changes, tire rotations, and brake pad replacements.
- Performed minor maintenance services, including gasket replacements, coolant flushes and tune-ups.
- Performed drive ability tests on vehicles after repairs were completed.
- Repaired vehicles according to manufacturer specifications by replacing worn parts such as brakes, wheel bearings, and spark plugs.
- Tested automotive systems such as brakes, steering, suspension, transmission and engine performance.
- Utilized scan tools to diagnose drivability concerns on gasoline powered cars and trucks.
- Inspected vehicle engines and other components to identify potential issues.
- Operated a variety of shop equipment safely and efficiently.
- Completed repairs and maintenance to major vehicle models to meet safety specifications.
- Displayed excellent customer service skills when interacting with customers regarding their automotive needs.
- Developed in-depth understanding of automotive systems and components to complete fast and accurate repairs.
- Searched within service and maintenance manuals to perform repairs and diagnosis.
- Kept detailed records of repairs, labor involved and parts used.
- Cooperated with other technicians from different disciplines to achieve optimal integration.
- Conveyed troubleshooting diagnosis to customer and outlined proposed repair plan and associated costs.
- Adhered strictly to company policies concerning quality control standards.
- Welded, soldered and fabricated parts to complete skilled services.
- Adjusted headlights for proper alignment per customer request.
- Interpreted drawings and schematics to pinpoint sources of mechanical issues.
- Conducted test drives before and after repair services.
- Reviewed work orders and discussed with supervisors.
- Checked vehicle mileage and determined necessary belts, fluids flushing or gasket replacements.
- Repaired, replaced and adjusted brakes.
- Conferred with customers to obtain descriptions of vehicle problems and discuss work or future repair requirements.
- Improved function of engines by replacing spark plugs, fuel filters and defective sensors.
Technician
Roverlane Motors
06.2023 - 08.2023
- Mentored junior team members, fostering professional development opportunities aimed at enhancing skill sets and knowledge base.
- Developed effective strategies for risk mitigation, proactively identifying potential problems before they escalated into costly setbacks.
- Managed vendor relationships to ensure timely delivery of products/services, while maintaining cost-effective pricing structures.
- Promoted adherence to industry standards and best practices, elevating overall operational excellence.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Improved customer satisfaction, swiftly addressing and resolving technical inquiries and issues.
- Conducted detailed diagnostics to identify issues, leading to a decrease in system downtimes.
- Consistently met or exceeded service benchmarks by completing routine maintenance tasks, such as oil changes, tire rotations, and filter replacements.
- Demonstrated commitment to professional growth by pursuing additional training opportunities, resulting in increased technical expertise, and value to the team.
- Boosted repeat business through exceptional customer service, clear communication, and consistent delivery of high-quality workmanship.
- Maximized vehicle lifespan through careful assessment of worn components during routine inspections, recommending timely replacements to prevent costly future repairs.
- Collaborated with fellow technicians for the efficient completion of complex repair tasks, resulting in increased productivity.
- Supported colleagues in continuous learning opportunities by sharing technical knowledge, tips, and best practices during informal training sessions.
- Contributed to overall team success with strong problem-solving skills, applied in troubleshooting complex automotive issues.
- Enhanced customer satisfaction with the timely completion of maintenance services and repairs.
- Streamlined shop operations by effectively coordinating tasks with service advisors and other team members, ensuring a smooth workflow and customer satisfaction.
- Serviced vehicles according to OEM-recommended maintenance schedules for oil changes, engine tune-ups, and fluid changes.
- Replaced damaged, missing, or defective parts with new and refurbished components.
- Performed diagnostic and troubleshooting procedures to find and identify the root causes of mechanical issues.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Inspected and tested vehicles, and completed preventive maintenance, such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Maintained accurate records of time and materials required to perform repairs and services.
- Kept equipment in good working order by following operating instructions, troubleshooting breakdowns, and maintaining supplies.
- Explained maintenance and repair needs to customers, and offered advice on preventative maintenance.
- Investigated customer complaints to identify the cause of malfunctions.
- Analyzed vehicle data using advanced diagnostic equipment.
- Explained estimates and determined repair timelines to manage customer expectations.
Automotive Service Advisor
CFAO Motors
09.2018 - 06.2021
- Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
- Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide most accurate advice to customers.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Assisted in inventory management, ordering necessary parts, and tracking backordered items to maintain optimal stock levels.
- Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Organized workflow among service department staff to ensure timely completion of repairs while minimizing wait times for customers.
- Maintained clean, organized, and professional service department environment that reflected positively on the dealership's image and reputation.
- Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Facilitated communication between customers, technicians, and other dealership departments to ensure seamless service experience for all parties involved.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
- Reduced average repair times by implementing process improvements that enhanced overall operational efficiency within service department.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Inspected damaged vehicles to estimate repair labor cost and required parts expense.
- Read and followed technical documentation to complete accurate repairs.
- Maintained awareness of vehicle market trends to assess customer demands and budgets.
- Coordinated with parts department to determine availability of necessary components.
- Retained accurate records of purchases, titles and sales.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration .
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Responded to customer requests for products, services, and company information.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Apprentice Mechanic
DT dobie (CFAO motors)
Nairobi, Kenya
09.2015 - 09.2018
- Assisted technicians with routine vehicle maintenance tasks and inspections.
- Utilized diagnostic tools to identify vehicle issues and recommend repairs.
- Maintained a clean and organized workspace in the service department.
- Supported customer service team by communicating repair status updates.
- Collaborated with senior mechanics to learn advanced repair techniques.
- Followed safety protocols while handling tools and working on vehicles.
- Documented repair processes and parts used for accurate record-keeping.
- Cleaned shop area daily to maintain a safe working environment.
- Consulted with experienced mechanics for advice on difficult jobs.
- Performed basic maintenance and repair services on vehicles such as changing oil, replacing air filters, rotating tires, and inspecting brakes.
- Repaired or replaced parts such as alternators, starters, water pumps, radiators, fuel pumps, ignition coils, and spark plugs.
- Assisted with more complex repairs including engine overhauls, transmission replacements, suspension work, and electrical system diagnostics.
- Operated hydraulic lifts safely when raising vehicles off the ground during repairs.
- Maintained a professional attitude towards customers at all times.
- Ensured that all tools were in good condition before use.
- Pursued every available opportunity to learn systems operations, maintenance tasks, and repair processes.
- Diagnosed vehicle problems using computerized diagnostic equipment to pinpoint faults and malfunctions.
- Disposed of waste according to local regulations.
- Followed service schedules to perform regular maintenance on cars and trucks in accordance with manufacturer recommendations.
- Inspected vehicles for safety issues such as worn brake pads or fluid leaks.
- Maintained records of all services performed on each vehicle along with the cost of labor and materials used.
- Completed all available training to advance mechanical skills.
- Reviewed work orders and discussed with supervisors.
- Planned work procedures using charts, technical manuals and experience.
Education
Some College (No Degree) - Mechatronic Engineering
DT Dobie Training Center
Nairobi, Nairobi Province, KenyaHigh School Diploma -
Saint Mary's School
Nairobi, KenyaSkills
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Repair cost estimation
Schematic interpretation
Manual transmissions
Advanced diagnostics
Strong work ethic
Safety awareness
Valid driver's license
Electrical understanding
Drivetrain and axle installation
Soldering skills
Brake systems
Troubleshooting skills
Customer relationship management (CRM)
Electrical repair procedures
Suspension systems
Quality assurance
Engine repair
Bay management
Quality assurance inspections
Supply ordering
Optimizing engine performance
Preparing work orders
Transmissions
Team collaboration
Calibrating instruments
Engine rebuilds
Brake systems understanding
Relaying complex information
Diagnostic abilities
Roadside repair
Vehicle inspections
Work planning and prioritization
Repair quotes
Electrical systems
Hand and power tools
Electrical experience
Relationship building
System repairs
Parts replacement
Vehicle inspection
Job scheduling
Inspecting vehicles
Electrical failure repairs
Calibration understanding
Changing oil
Alignments experience
Estimating work
Preventive maintenance
Technical troubleshooting
Technical support
Systems analysis
Software diagnosis
customer service
Videoconferencing
Performance testing
User credential management
Affiliations
Saj ceramics
Yogi corp Ltd
Banbros Ltd
Certification
Mechatronics Engineering, CFAO motors- 2015-2018
Additional Information
Enthusiastic, Passionate and self driven with a consistent desire to stay up to date with technological trends
Personal Information
Title: Automobile Technician
Hobbies and Interests
Software development
Football
Basketball
Rugby
Drones
Languages
- Swahili
- English
- German
- English
Software
Microsoft office
, 4,Thinkdiag
, 5,Mercedes Diagnostics
, 5,VCDS
, 4,ODIS
, 4,Alldata
, 3,Elsapro
, 4Skills
5,5,3,4,4,5,5,5,5,4,5,4,5,5,5,4,5,4,5,5,5,4,4,3,5,3,3,3,4,4,2,5,5,5,4,4,4,5,5,5,5,5,5,4,4,5,3,5,5,4,4,4,4,4,4,4,4
Timeline
Technician
Roverlane Motors
06.2023 - 08.2023
Automotive Technician
Timed Performance
08.2021 - Current
Automotive Service Advisor
CFAO Motors
09.2018 - 06.2021
Apprentice Mechanic
DT dobie (CFAO motors)
09.2015 - 09.2018
Some College (No Degree) - Mechatronic Engineering
DT Dobie Training Center
High School Diploma -
Saint Mary's School