Macline Oyagi
Service Manager
Nairobi
Summary
Results-oriented professional with over 8 years of experience and a proven knowledge of Automotive aftersales Electric mobility,E-Commerce Aftersales management, Production and Assembly and Parts Inventory and Supply chain. Aiming to leverage my abilities to successfully be dependable and reliable.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
SERVICE MANAGER
SparePap Limited
Nairobi
09.2022 - Current
- Responsible for onboarding and acquisition of service centres in assigned mapped out regions to ensure traction on the app usage and client experience of car clinic.
- Accountable for mechanics management and onboarding for car servicing and repair purposes.
- Lead the Excellence Manager and work with Operations team to maintain high customer satisfaction by upskilling mechanics and standardizing operational procedure in compliance with quality and safety standards.
- Strategically map country-city sectors to plan mechanic deployment and conduct rigorous identification,vetting,training and deploying of mechanics
- Identify partners that can enter into partnerships on mechanic training
- Report on the mechanics performance, vehicle repair orders and customer satisfaction
- Provide guidance for business development service Team, and other acquisition frontline staff to answer customer enquiries and resolve customer complaints.
AFTERSALES AND SUPPLY CHAIN MANAGER
Ampersand E-Mobility Ltd
06.2021 - 08.2022
- Efficiently assist service technicians with problematic diagnosis to maintain customer satisfaction and quickly rectify issues during repairs
- Hire and train new technicians to improve efficiency of department and cultivate productive work atmosphere
- Monitor product quality and communicated necessary improvements to the e-bikes
- Overseeing implementation of warranty and service campaigns
- Promote health and safety at the workshop area
- Work together with sales departments to close maintenance contracts for fleet customers
- Generate reports in CRM and ERP to assess stock and aid in sales projections
- Liaise with internal teams to develop, implement and maintain proactive sales and marketing approach for distribution of parts and services
- Monitor order cycle, ordered OEM parts and completed corresponding paperwork to maintain adequate stock levels
- Strategize parts multi-sourcing to diversify supply chain management and form long-term relationships with pool of reliable vendors
- Built supplier relationships to mitigate risk and establish effective purchasing arrangements
- Manage production levels, identified material shortages and monitored inventory levels to meet order delivery requirements
- Improve, standardize and document planning and scheduling processes
- Overseeing demand planning, purchasing and logistics
- Negotiate contracts, policies and deadlines with suppliers and vendors.
Mobikey Kenya Ltd
01.2019 - 06.2021
- In assessing challenges,resolving problems and
- Implementing plans to mitigate risk with well-organized and executed technical actions
- Confident in training, directing and overseeing teams of staff
- Great at planning operations and making sound decisions
- Maintain contact with clients to obtain customer feedback regarding product/service quality
- Assist clients in resolving issues and complaints concerning purchased products or services done
- Build and establish good work relationship with clients to facilitate increased revenue Organize promotional and marketing campaigns to create awareness and product for aftersales
- Supervise the operations of after sales teams to ensure set targets are met
- Develop and implement strategies active for ensuring a satisfied clientele and increased returns
- Liaise with the sales department to discuss business plans necessary for enhancing,sales/aftersales
- Direct and coordinate the customer service operation of a team to ensure clients are tended appropriately in line with set customer service standards
- Develop and optimize support and service processes, tools, and systems
SERVICE ADVISOR/SUPERVISOR
Thika Motor Dealers
09.2016 - 12.2018
- Explained complex repair procedures in simplified terms to support informed decision-making and customer satisfaction
- Reviewed and prioritized assigned work orders and coordinated workflow to meet quoted deadlines
- Inspected vehicles for damage and record findings so that necessary repairs can be made
- Communicated with customers to discuss vehicle symptoms and provide preliminary cost estimates
- Opened job cards and Invoicing of customer vehicle repairs
- Followed up with customers to ensure their vehicles did not have post repair issues.
MAINTENANCE ENGINEER
Elsek & Elsek Construction Ltd
09.2015 - 08.2016
- Conduct price and annual maintenance contract negotiations with clients to establish contract details and attain profit margin
- Ensure pre delivery inspection quality by proper management and Build quality control mechanisms in Kenya
- Ensure that the clients get their reports for all the services, IAAS,
- Valuation in good time
- Work cross-functionally with all stakeholders/Partners to identify critical business blockers within the scope and collaborate on providing solutions
- Provide weekly/monthly reports including progress / status/ issues and performance
- Ensuring timely delivery of reports to clients
- Develop suggestions for technical process improvements to optimize resources
- Opening and closing of job cards
- Allocate work to the technicians and follow up on work-in- progress
- Making customer quotations for customers
- Repairs follow up during service or repairs and updating the customer
- Maintain customer rapport by explaining time and payment estimates
- Follow up customer complaints
- Maintaining records by recording customer concerns and corrective action to be taken
- Preparation of workshop budget
- Supervise all the work done on customers' vehicles
- Resolved problems, improved operations and provided exceptional service
- Increased customer satisfaction by resolving our product and service issues
- Dismantled defective machines and equipment
TRAINEE ENGINEER
Kengen Kipevu Power Plant
05.2015 - 08.2015
TRAINEE ENGINEER
Isuzu East Africa Ltd
05.2014 - 08.2014
Education
Bachelor of Science - Mechanical Engineering
01.2010 - 12.2015
Skills
R&D Improvements
Electric Mobility
Training & DevelopmentERP software proficiencyCustomer ServiceProcurement LogisticsInventory ReconciliationAccomplishments
- Hybrid Electric Vehicles-Udemy
- Occupational Health & Safety-Udemy
- Project Management-Udemy
Timeline
SERVICE MANAGER - SparePap Limited
09.2022 - Current
AFTERSALES AND SUPPLY CHAIN MANAGER - Ampersand E-Mobility Ltd
06.2021 - 08.2022
- Mobikey Kenya Ltd
01.2019 - 06.2021
SERVICE ADVISOR/SUPERVISOR - Thika Motor Dealers
09.2016 - 12.2018
MAINTENANCE ENGINEER - Elsek & Elsek Construction Ltd
09.2015 - 08.2016
TRAINEE ENGINEER - Kengen Kipevu Power Plant
05.2015 - 08.2015
TRAINEE ENGINEER - Isuzu East Africa Ltd
05.2014 - 08.2014
TECHNICAL UNIVERSITY OF MOMBASA - Bachelor of Science, Mechanical Engineering
01.2010 - 12.2015