Michael Nyakudya
Melrose Park
Summary
Highly experienced after-sales Manager with a proven track record in launching and managing after-sales programs across dealership and OEM environments. Adept at driving after-sales growth, improving customer satisfaction, and ensuring compliance with OEM standards. Skilled in managing service operations, warranty programs, and dealer network engagement. Demonstrates strong leadership in achieving customer satisfaction, labour sales, and financial management KPIs.
Overview
22
22
years of professional experience
Work History
Service Manager
Chery Motor Australia
12.2022 - Current
- Led the end-to-end execution of Chery’s after-sales program, including the development and implementation of service policies, standards, a Capped Price Service (CPS) program, roadside assistance, and a comprehensive warranty offering
- Spearheaded the technical planning and launch of Chery’s after-sales activities for both traditional and electric vehicles, ensuring seamless integration of all services within the dealer network
- Ensured dealer compliance with OEM policies, setting clear service expectations and enhancing dealer engagement through regular communication and training
- Developed robust processes for warranty administration and parts sales, focusing on improving customer satisfaction and loyalty
- Successfully executed the launch of after-sales activities, achieving full dealer adoption of service policies, CPS program, roadside assistance, and warranty programs.
- Improved service efficiency and customer satisfaction, contributing to Chery’s strong market entry in Australia
- Developed customer retention strategies by enhancing service quality and introducing loyalty programs.
Service Manager
Subaru & KIA Ryde
06.2022 - 12.2022
- Managed service operations and ensured the profitability of the business, achieving key OEM KPIs including Customer Satisfaction Index (CSI), labour sales targets, and overall service performance
- Hired, trained and supervised a team of service staff members to meet business goals.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Collaborated with workshop teams to ensure alignment with brand standards and optimal service delivery
- Drove productivity and profitability through effective KPI tracking, improving technician efficiency and maximising labour sales
- Led the service department to meet and exceed dealer performance KPIs, driving operational success
- Resolved customer complaints in a professional and timely manner.
Senior Service Advisor / Assistant Service Manager
Mercedes-Benz Sydney
02.2021 - 06.2022
- Promoted to Senior service advisor, becoming the first point of escalation for all customer concerns and leading the front-of-house team to deliver an exceptional customer experience.
- Championed customer satisfaction efforts, working closely with service staff to resolve escalations efficiently and in line with OEM standards.
- Played a critical role in enhancing customer loyalty through a personalised service and attention to detail, ensuring compliance with Mercedes-Benz’s high standards
- Recognised as the Customer Experience Champion, significantly improving customer feedback and satisfaction scores
- Successfully led the front-of-house team, adhering to Mercedes-Benz’s strict service guidelines and standards
Technician / Service Advisor
Hunter Holden
06.2017 - 02.2021
- Transitioned from diagnostic technician to service advisor, providing technical expertise and managing customer interactions to improve satisfaction and service delivery.
- Customer relationship management, service coordination, diagnostics, workflow optimisation, and customer satisfaction.
- Led workshop operations, ensuring compliance with OEM standards and maintaining high levels of technician productivity.
Technician / Workshop Controller
General Motors Imperial (South Africa)
07.2011 - 03.2017
- Carried out diagnostic and vehicle repairs as per manufacturers' standards, ensuring customer satisfaction.
- Managed workshop operations, including parts inventory and safety audits, ensuring compliance with GM repair standards.
- Mentored technicians and apprentices, fostering improved technical skills and operational efficiency.
Technician / Workshop Controller
General Motors Westvaal Lichtenburg (South Africa)
05.2010 - 06.2011
- Carried out diagnostics and vehicle repairs as per manufacturers' standards, ensuring customer satisfaction.
- Oversaw workshop operations, focusing on quality control, parts management, and safety compliance.
- Trained and mentored workshop staff, ensuring consistent adherence to GM service standards.
Apprentice Mechanic / Qualified Mechanic
Daihatsu (Zimbabwe)
03.2003 - 02.2010
- I progressed from an apprentice to a qualified mechanic, gaining extensive experience in vehicle diagnostics, repairs, and customer service, fostering technical skills and promoting teamwork within the workshop. Focused on delivering high-quality service while maintaining customer satisfaction.
Education
Bachelor of Applied Business Management - Business Management
University of Canberra
Canberra, ACT01.2021
Diploma in Motor Vehicle Systems -
City And Guilds
01.2007
Certificate III in Light Vehicle Mechanical Technology - Autobody Technology
Technical School
01.2006
Skills
- After-sales Operations Management
- Warranty & Service Program Development
- Customer Satisfaction & Dealer Engagement
- KPI Achievement & Financial Management
- Stakeholder Communication
- Team Leadership & Development
- OEM Compliance & Standards Adherence
- Process Improvement & Project Management
- Financial management
- Project management
- Problem-Solving
- Positive Attitude
References
Available upon request.
Personal Information
Nationality: Australian Citizen
Timeline
Service Manager
Chery Motor Australia
12.2022 - Current
Service Manager
Subaru & KIA Ryde
06.2022 - 12.2022
Senior Service Advisor / Assistant Service Manager
Mercedes-Benz Sydney
02.2021 - 06.2022
Technician / Service Advisor
Hunter Holden
06.2017 - 02.2021
Technician / Workshop Controller
General Motors Imperial (South Africa)
07.2011 - 03.2017
Technician / Workshop Controller
General Motors Westvaal Lichtenburg (South Africa)
05.2010 - 06.2011
Apprentice Mechanic / Qualified Mechanic
Daihatsu (Zimbabwe)
03.2003 - 02.2010
Bachelor of Applied Business Management - Business Management
University of Canberra
Certificate III in Light Vehicle Mechanical Technology - Autobody Technology
Technical School
Diploma in Motor Vehicle Systems -
City And Guilds
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