Milind Coutinho
Dubai
Summary
With a robust tenure spanning 29 years, I am a seasoned Head of Automotive Services and was a Head of Porsche Service complemented by an Executive MBA with strong automotive technical knowledge. My expertise lies in the setting up of new workshop facility from construction, DMS, process management, customer service excellence, operations in Automotive sector, where I have honed a keen acumen for service team performance and an unwavering commitment to customer excellence. I am eager to leverage my extensive experience and dynamic skill set to drive success and contribute to the achievements of your company.
Overview
30
30
years of professional experience
1
1
Certification
Work History
HEAD OF AUTOMOTIVE SERVICES
Vesla Motors LLC
Dubai
08.2024 - Current
- Showroom, Workshop and Rent a Car Department in Dubai 2024–Present
- Streamlined all the operational processes
- Set up IT system CRM ERP
- Streamlined SOP and KPI and measurements
- Consistent growth by 33 % within five months
- Customer retention and action plans implemented recruiting new expertise retention grown by 39%
- Implement service and safety protocols
HEAD OF OPERATION
Alba Cars
Dubai
01.2023 - 07.2024
- Car Showroom in Dubai 2023 – July 2024
- Operational Excellence
- Quality Assurance:
- Feedback analysis, contributing to strategic planning.
- Performance Monitoring
- Training and Development
- Implementation of SOP and Key Performance Indicators
- HR Management identifying need of position and recruitment
HEAD OF PORSCHE SERVICE
Infinity Cars PVT LTD
India
01.2021 - 01.2023
- Porsche Dealer in India 2021 to 2023
- Operational Leadership Orchestrated and directed comprehensive operations at a Porsche dealership
- Team Management Led a team of 32 experts dedicated to servicing an ensuring optimal performance
- Strategic Focus Strategically aimed at achieving financial growth, enhancing workshop efficiency for new team for a recently established dealership.
- Achievements Spearheaded a remarkable double-digit growth within the first six consecutive months
- Performance Monitoring Monitored and elevated Customer Satisfaction Index
- Provided on-the-job training to enhance team skills and competencies.
- Data Management, System Enhancement by implementing new DMS Autonet
- Personal and team Porsche system training and streamlined operations.
- Successfully implemented parts inventory management and counter sale procedures to optimize workflow.
- Construction new workshop facility, installations equipment's, layouts to Porsche standards Assessment and Recruitment service and operation staff
- Reporting and monitoring dealership financial targets
- Monitoring KPIs and aligning
HEAD OF AUTOMOTIVE
Raymond Ltd
India
01.2020 - 01.2021
- Independent Super car club – India 2020 to 2021
- Facility Development a state-of-the-art, 10,000 sqft modern workshop, overseeing the entire construction and setup process.
GENERAL MANAGER
Alex Renner Motors (ARM)
Dubai, UAE
01.2008 - 01.2020
- Specialist largest independent workshop for exotic cars – Dubai UAE 2008 to 2020
- Operational Management Led the management of the largest independent specialist workshop catering to prestigious automotive brands.
- Customer Service Excellence Implemented and optimized effective customer service procedures, focusing on enhancing customer satisfaction and implementing positive feedback strategies.
- Training and Development Conducted in-house technical, customer service, and refresher to ensure staff proficiency and continuous improvement.
- Financial Oversight Monitored profit and loss statements, conducted monthly revenue evaluations, and involved in decision-making.
- Sales Leadership Set and motivated the staff to achieve monthly sales goals, fostering a results-driven and high-performing team culture.
- Records Management Maintained meticulous inventory and actively contributed to promotional activities, and monitored SEO and digital media strategies for enhanced visibility and market presence Supplier Relationship Management of suppliers for parts, tools, equipment, and subscribed to online manuals to ensure a streamlined supply chain.
- DMS Enhancement and Implementation: Successfully enhanced and implemented a new Dealer Management System (DMS)
- Strategic Product & Pricing Structure implement new product services, pricing structures, ensuring competitiveness & alignment with market demands.
- Operational Oversight monitored the entire operational spectrum, ensuring seamless and efficientfunctioning across various departments.
- KPI and Financial Management: Implemented andmonitored Key Performance Indicators (KPIs) and financial targets for each department, aligning organizational goals with measurable outcomes.
- HR Management: Played a key role in recruitment andsourcing activities for the entire company, fostering a skilled and motivated workforce.
- Assessment and Improvement Reporting: Conducted thorough assessments and provided detailed reports for continuous improvement, aligning strategies with evolving business needs.
- Brand Value Creation: Established and nurtured brand value by consistently delivering the best services in the market, contributing to a positive brand image.
- Company Car Repairs and Management: Oversaw company car repairs and managed the associated processes, ensuring the fleet's reliability and cost-effectiveness.
- Payroll and Incentive Management: Approved payroll, overtime, and incentive structures for the entire company staff, ensuring fair and motivating compensation practices.
SENIOR SERVICE ADVISOR, WORKSHOP CONTROLLER, MASTER TECHNICIAN
Arabian Automobile Co LLC
UAE
01.1999 - 01.2008
- Nissan Dealer is UAE 1999 to 2008
- Workshop Controller & Master Technician (1999-2003) handling shifts, technicians and representing the company in national technical contests.
- Various other positions from workshop to customer interactions with best record performances
- Master Service Advisor - Nissan vehicles
- Senior Master Service Consultant – Infiniti Class
TEAM MEMBER/SERVICE ADVISOR
TATA & Jardine Co.
Mumbai
01.1997 - 01.1999
TRAINEE TECHNICIAN
Mahindra & Mahindra LTD (Manufacturing Jeep)
Mumbai
01.1996 - 01.1997
Education
Executive Masters in Business Administration - undefined
Indian School of Business Management and Administration
01.2018
Bachelors Program in Management Studies - undefined
Master of Business Administration - undefined
Wellingkar Institute of Management Development & Research
01.2012
NCVT - undefined
National Councils of Vocational Training
01.1997
Higher Secondary Certificate - undefined
ITC Mechanic Motor Vehicle (Industrial Training College)
01.1996
High School Diploma - undefined
Higher Secondary School Certificate
01.1994
Skills
- Operational Excellence
- Process Management
- Troubleshooting Automotive (Problem Solving)
- Structuring Automotive Workshop
- Quality Assurance Automotive
- Project Management
- Customer Satisfaction
- Leadership
- Data Management
- Key Performance Indicators (KPIs)
- Relationship Management
- Customer Service Training
- Management
- Inventory Management
- Search Engine Optimization
Certification
- Driving license category
- Dubai / India Driving License
LANGUAGES
English
Hindi
Marathi
Arabic
LINKS
LinkedIn: https://www.linkedin.com/in/milind-coutinho-16953a191/
PERSONAL DETAILS
- Date of birth: 15 May 1977
- Nationality: Indian
- Visa status: Employment
- Marital status: Married
Training
- Leadership at AR Motors: Led ARM of the growth year after year since its inception in 2008.
- Built 36000 Sq-ft new workshop facility to accommodate 9 exotics brand to serve as one stop shop for all automotive needs
- Raymond Ltd. Workshop: Head of automotive built a 10,000 sqft workshop within three months, from groundwork tofully operational, for Raymond Ltd.
- From 2001 to 2003 at Nissan -Motor Co.
- N-SAP-I(Nissan Service Adviser Program): Qualifiedin 2004 at Nissan Motor Co.
- Highest scores in theory test appreciation letter screening – April 2001.
- NISTEC (Nissan International Technical Contest) Appreciation for record performance in NISTEC – April 2002.
- Service Advisor Contest: Recognition Award in Nissan Nationwide Service Advisor Contest – March 2005
- NISAC Certificate of First Runner–Up in Nissan International Service Advisor Contest 2005.
- NISAC National Level Nissan International Service Advisor Contest – May 2007.
- Outstanding Customer Handling: RecognitionCertificate for Outstanding Customer Handling – National Contest 2007.
- Nissan Service Advisor Contest: Appreciation from Arabian Automobiles Co. Management in Nissan Service Advisor Contest –December 2007.
- Regional Skill Tests: Appeared in All India 23rd and 26th Regional Skill Tests in 1996 and 1997
- X11C New Model Salesman Training: Certificate of Completion for X11C New Model Salesman Training Course – October 2005.
- Customer Satisfaction Award: Received Certificate for Highest CSI in 2006 from Nissan AAC Dubai
- INFINITI Salesman Training: Certificate for INFINITI Salesman Training – 2006.
- SUV Training: Successfully completed SUV trainingby Nissan Motor Company in 2003.
- Genuine Key Value Parts Training: Certificate of Appreciation for participating in Nissan Genuine Key Value PartsTraining – 2004.
- Living the Values Workshop: Certificate forParticipation in AWRostamani “Living the Values” workshop – May 2007.
- Customer Service Training: Certificate of Training for Customer Service – June 2007 by AWRostamani Group.
Hobbies and Interests
Dancing, Driving, Fishing, Swimming, Repair Cars, Gardening
Timeline
HEAD OF AUTOMOTIVE SERVICES
Vesla Motors LLC
08.2024 - Current
HEAD OF OPERATION
Alba Cars
01.2023 - 07.2024
HEAD OF PORSCHE SERVICE
Infinity Cars PVT LTD
01.2021 - 01.2023
HEAD OF AUTOMOTIVE
Raymond Ltd
01.2020 - 01.2021
GENERAL MANAGER
Alex Renner Motors (ARM)
01.2008 - 01.2020
SENIOR SERVICE ADVISOR, WORKSHOP CONTROLLER, MASTER TECHNICIAN
Arabian Automobile Co LLC
01.1999 - 01.2008
TEAM MEMBER/SERVICE ADVISOR
TATA & Jardine Co.
01.1997 - 01.1999
TRAINEE TECHNICIAN
Mahindra & Mahindra LTD (Manufacturing Jeep)
01.1996 - 01.1997
Executive Masters in Business Administration - undefined
Indian School of Business Management and Administration
Bachelors Program in Management Studies - undefined
Master of Business Administration - undefined
Wellingkar Institute of Management Development & Research
NCVT - undefined
National Councils of Vocational Training
Higher Secondary Certificate - undefined
ITC Mechanic Motor Vehicle (Industrial Training College)
High School Diploma - undefined
Higher Secondary School Certificate