William Loh Sing Hoong
Block A-10-3A, Residensi Vyne, No.8 Jalan 1/108D, Sungai Besi, Wilayah Persekutuan Kuala Lumpur
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
After Sales Manager
MHV Autohaus Sdn. Bhd.
01.2024 - Current
- Possess in-depth knowledge of all after sales processes, including workshop operations, parts sales, warranty services, and general service activities.
- Responsible for overall management of service operations and administration in accordance with policies and procedures set out by the company.
- Organize and coordinate all activities within the workshop including vehicles repairs, maintenance, and service if required.
- Ensure timely submission of all after-sales reports to the company.
- Develop strategies for expansion and process enhancements to drive service excellence and profitability.
- Handling customers and initiating customer care activities consistently to achieve the greatest customer satisfaction index.
- Manage and oversee stock inventory of spare parts, tools and ensure proper handling of aged stock.
- Ensure the entire service centre and workshop complies with all relevant regulations and licensing.
- Recruit, mentor and develop technicians and service advisors and nurture an environment where they can excel through encouragement and empowerment.
- Conduct regular performance review and evaluate all after sales personnel.
- Ensure department objectives aligned with company KPIs and execute activities to improve workshop efficiency, productivity, profitability and achieve target effectively.
- To assist or support any other duties assigned by Management / Company.
Service Manager, After Sales
MHV Autohaus Sdn. Bhd.
10.2016 - 12.2023
- Oversee and supervise on overall operations of the front line.
- Responsible in all aspects of Service Centre KPI concerns.
- Implement strategies, review and set triggers to ensure KPIs and objectives are met.
- Monitoring, planning and execution to increase after sales revenue.
- Set and review Standard Operating Procedures to its best effectiveness and efficiency in all operations flow.
- Address complaints and resolve problems raised by customers as well as assure customers of maximum efficiency and productivity in repair and maintenance services offered.
- Customer Experience Management (CEM) enhancement planning and execution.
- Plan and promoting sales of service and parts and accessories (marketing campaign).
- Monitoring on daily appointments and throughput intake.
- Management report preparation and submission.
- Organize weekly/monthly meeting with all service staffs.
- Ensuring the implementation of 5'S.
Service Advisor
Roda Indah Motors Sdn. Bhd.
04.2014 - 09.2016
- Prepare repair orders (RO) through analyzing symptoms, discovering problem / identifying root cause to determine type of repairs and services required.
- Maintaining customer satisfaction by providing good services as well as high CE(Customer Experience).
- Verifying warranty and service contract coverage by utilizing database.
- Explaining provisions and exclusions through the available records.
- Upkeep automotive maintenance records by documenting problems and corrective actions taken.
- Practice active listening to identify, isolate and coming out with accurate early diagnosis on automotive problems described by customer.
- Conduct basic troubleshooting by conducting inspection, taking test drives, checking vehicle maintenance records and probing customer for additional information.
- Updates job knowledge by participating in training provided by UMWT.
- Maintaining personal Toyota Customer Satisfaction Survey (TCSS) throughout the year.
Service/Diagnose Technician
Roda Indah Motors Sdn. Bhd.
11.2012 - 03.2014
- Organizes work by reviewing daily requirements, checking and gathering supplies.
- Performing normal periodic servicing, major servicing, wheel alignment and balancing.
- Performing general repair jobs such as overhauling, oil leak repairs and component replacement.
- Practices 5’S in daily routine.
- Troubleshooting vehicle problems by using IT2 and GTS.
- Handle customer complaints from customer related to their vehicle.
- Able to provide technical support to junior apprentice in term of services and technical repairs.
Education
Diploma in Automotive Technology
The Otomotif College
Petaling Jaya, Selangor2012
Sijil Kemahiran Malaysia Level 1,2 And 3
The Otomotif College
Petaling Jaya, Selangor2012
Skills
- Interpersonal Relations
- Work Planning and Prioritization
- Service Process Optimization
- Managing Operations and Efficiency
- Team Leadership
- Teamwork and Collaboration
- Decision-Making
- Problem Resolution
- Customer Relationship Management
- Team Development
Accomplishments
- 2014 - Promoted from Technician to Service Advisor
- Consistent achieving high Toyota Customer Satisfaction Survey SCORE ranging from 950 and above (max score = 1000)
- 2014 – Service Advisor Appreciation Award ranking no. 1 – Awarded a trip to SYDNEY, AUSTRALIA by UMW Toyota.
- 2015 – UMW Toyota Star Award ranking no. 1 (DIAMOND) – Awarded a trip to VIENNA, AUSTRIA by UMW Toyota.
- 2015 – Participated in Toyota Skill Contest Malaysia 2015 – 2nd Runner Up.
- 2017 – Awarded Top Achiever 2017 Best After Sales Manager by Volkswagen.
- 2018 – Awarded Top Achiever 2018 Best After Sales Manager by Volkswagen.
- 2022 - Awarded Top Achiever 2022 Best After Sales Manager by Volkswagen.
- 2024 - Promoted from Service Manager, After Sales to After Sales Manager.
Timeline
After Sales Manager
MHV Autohaus Sdn. Bhd.
01.2024 - Current
Service Manager, After Sales
MHV Autohaus Sdn. Bhd.
10.2016 - 12.2023
Service Advisor
Roda Indah Motors Sdn. Bhd.
04.2014 - 09.2016
Service/Diagnose Technician
Roda Indah Motors Sdn. Bhd.
11.2012 - 03.2014
Diploma in Automotive Technology
The Otomotif College
Sijil Kemahiran Malaysia Level 1,2 And 3
The Otomotif College
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