Automotive Aftersales Manager
Jaguar and Landrover
Total years of experience :16 years, 10 Months
Job Description:
Effective and profitable management of a busy Service Department ensuring key KPIs including customer satisfaction, utilization and warranty are met at all times, as well as a strong focus on team leadership and selling the Department’s services to a wide variety of external customers.
• Own recruiting, objective settings, coaching and performance monitoring of Service & Parts Sales Executives.
• Conduct a Technician Performance Evaluation.
• Build and promote strong long-lasting customer relationships by partnering with them and understanding their needs.
• Implement an action Plan to close all pending job cards and pending units.
• Implementing high standard of customer satisfaction.
• Implementing 5’S (Safety, Environmental and Cleanliness).
• Reporting and analyzing all technical issues to the Regional Technical assistance
• Present Sales, revenue and expenses reports and realistic forecasts to the management.
• Monitoring the parts inventory through customer needs.
• Monitoring all warranty claims in JaguarLandrover.
• Identify emerging markets shifts while being fully aware of new products and competition status.
• Maintaining all records efficiently and effectively as required, including the preparation of Service report, Itinerary, Technician Scheduling, liaising with the Parts department for prompt service on repairs as well as the warranty department for compliance.
• Develops and executes Service Department marketing plan and monitor monthly to ensure achievement of departmental goals.
• Submits all service warranty and Product Improvement Program claims within the required time frame to receive maximum credit.
• Takes the lead in sharing best practices and implementing common processes throughout the Service Department.
• Compliance with Health & Safety and all relevant Company policies.
• Provide a superior level of customer service and promote the sales and service culture through coaching and development of staff including staff motivation.
• Manage existing customer accounts and build new relationships with customers to increase department growth
• Manage Parts & Service sales and financial responsibilities - Inventory analysis and Accounts Receivables.
Job Description:
Lead the performance of the workshop, in quality of service, in profitability and volume of turnover.
•Organizing my Department
Human Resources:
•Define the organization chart and the functions of each member of the team.
•Lead the operational management of human resources (working hours and etc…)
•Ensure that the health and safety rules are applied internally.
•Ensure the manufacturer rules are applied ( warranty )
•Ensure the environmental protection measures are applied ( Waste Management )
Managing Building & Facility:
- Ensure all facility are well maintain
- Carry out regular building maintenance
Managing Equipment:
•Ensure the workshop is maintained according to an ongoing “5S” procedure.
•Carry out regular inventory checks of the tools.
•Ensure the tool is operating adequately and have inspected regularly.
•Ensure the maintenance of equipment and tooling investment requirements.
Managing each Activity:
•Develop and check the operation of the Renault assistance and Renault activities (Service and Body Repair Shop).
•Ensure strict operation of the warranty processes.
•Ensure prompt, full and commercial processing of customer complaints.
•Regular meetings to all insurance company and maintain the good relationship to them.
Accompany the Secondary Network under contract:
•Contribute to organizing and coordinating agents meetings.
•Ensure one training plan is produced and submitted per agent.
•Coordinating my Team
Coordinating and motivating my Team:
•Setting the objectives for every team member and communicate them.
•Organize a monthly meeting for service advisors and workshop team.
•Implementing 10 After-Sales Essentials
•Conducting a daily, weekly and Monthly meeting for service staff and applying PER4 recommendations.
•Carry out annual appraisals to evaluate the competencies of each member of his team.
Developing the skills for the Team:
•Set out the training plan on an annual basis, in line with the needs of the workshop and changes in the staff.
•Lead the application of this plan in observing the agreed cost and lead times.
•Organize a specific training (new equipment, car features and training by a relay ‘Cotech... etc.)
•Recruit new employees according to technical needs of service and body shop.
•Managing the good quality system in the department.
Lead the Daily Quality Progress:
•Share the analysis of QSA, ARES and customer concern.
•Encourage the staff to suggest actions or organizing structures.
•Implement action plans and ensure they are effective.
•Organize regular internal quality control.
•Lead the analysis of the quality results.
•Implement and apply ISO standard.
Apply and maintain the PER4 Essentials:
•Ensure and implement the 10 PER4 After-Sales Essentials all the time in the workshop (meeting, price, commitments and follow call to the customers).
•Developing the After-Sales Activity.
Construct the Local Commercial Strategy of the Workshop:
•Analyzed the local economic situations, characteristics of the customer base (Vehicle age, Models) and layout of the workshop.
•Conduct a quality sheets to re-open contact with customers.
Deploying Promotional Campaigns to the Customers:
•Ensure renewal and negotiation of insurance agreements (Body repair activities).
•Relay national Renault Promotional Campaigns.
Improving / Leading the Customer sales Activity:
•Monitoring the service sales for each service advisor and give the commissions.
•Ensure the daily monitoring of the workshop turnover.
•Analyzed the results and implement quick corrective actions.
•Developing the profitability of the department.
Leading the profitability:
•Participate the annual budget.
•Follow the evolution of productivity and productive/non productive ratios, as well as customers with on-going work.
•Check and monitor the labor rates of Service and body repair jobs.
Controlling the cost:
•Analyzed the operating account.
•Control the absenteeism and late.
•Monitoring the incoming/outgoing spare parts.
•Control the cost of warranty non coverage.
•Control the maintenance, tooling and energy cost.
Know how to Conduct Business
•Finds out the best practices of other dealerships or networks.
•Resolves workshop issues methodically.
•Implementing high standard of customer satisfaction.
•Monitoring all fleet accounts and services.
•Develops a specific action plans in terms of quality, volume and profitability.
Know how to Negotiate
•Deals with the customer complaints positively by telephone or face to face.
•Know to handle objections.
•Obtain payments of unpaid invoices.
•Enter into a fleet maintenance agreements with the companies or local authorities.
Know how to Communicate
•Educate new employees on the quality policy approach.
•Communicates his enthusiasm via his language and energy.
•Writes a clear reports, departmental notes and mails.
•Share a useful information to his team.
Know how to Manage and motivate a Team
•Motivate the staff from time to time.
•Supports the service advisors and workshop team in developing skills improvement plan.
•Chooses the appropriate staff to assign to specific mission (Renault Technical Assistance).
•Applies and ensures others apply, decisions made in meetings and monitor their decisions.
•Leads the meeting and reach the objectives in the allotted time.
Know how to be organize
•File and quickly retrieve the information.
•Prepares his meetings and reports.
•Adapts the workshop staffing levels to meets the customer demands.
•Send technical information to other departments (OTS).
•Manage the priorities and emergencies.
Job Description:
•Supervise and monitor all Building maintenance, equipment’s and machines(Compressor, Lathe Machine, Oil pump, Tools and etc.).
•Conduct technical report and analyzed technical problems.
•Arranged all warranty issues.
•Identifying job assignments to the employees.
•Promoter of Environmental management system.
•Maintaining weekly/monthly record of treatment of hazardous waste.
•Periodic Inspection of waste water separator.
•Coordinate with waste management company for required agreements as per EKK policy.
•Arrange Proper storage of hazardous waste inside the workshop.
•Manage sales and financial responsibilities - Inventory analysis and Accounts Receivables.
•Implementing waste water, maintenance repair and material segregations.
•Creating and developing process enhancements (KAIZEN) that improve the quality of service provided to customer.
•To comply with all company Health, Safety and Environment.
•Organizing Lubricants and Tire services (Sales, Purchasing and Inventory control)
•Implementing 5’S (Safety, Environmental and Cleanliness).
•Monitoring all fleet accounts and services.
•Monitors and adjusts operation to ensure the quality for all aspects of the service such as man hours sold, productivity measures, etc.
•Creating and implementing proper program for the accuracy services for General side, Express Maintenance and Quick service side.
(Automobile, Small Truck, Forklift)
•Supervise the Workshop and reception.
•Supervise the technician in car maintenance.
•Middle-man of Service Advisor and Technician
•Reporting Service issues and plans for the service workshop and reception to the Service Manager
•Reporting and analyzing all technical issues to the Technical Department and Service Manager.
•Assigning jobs to the Technician
•Arrange and develop workshop load and reception load
•In charge of overseeing proper maintenance of all workshop equipment
•Reporting warranty jobs to the Warranty Department
•Monitor and processing weekly and monthly sales service operation
•Processing weekly and monthly productivity of technicians and service advisors.
•Performing any other tasks as may be assigned by the Service Manager
Job Description:
•Supervised the Reception.
•Middle-man between customer, Service Advisor and technician.
•Forwarding job card to the Job Controller for assignment and Scheduling.
•In-charge of Quality Control
•Resolving technical issues from the workshop.
•Reporting all technical problems to the Manager and Jaguar/Land Rover U.K.
•Programming computer modules and sensors using T4 / IDS.
•Maintaining the safety standard operation of the workshop and reception.
•Arrange and develop all workshop load and reception load.
•Monitor and processing weekly and monthly sales service operation
•Reporting warranty jobs to the Warranty Department
technician in car maintenance
•Middle-man of customer and technician
•Sales-billing
•Quality Control
courses: Renault Middle East – Dammam Achievement of Customer Satisfaction
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