Regional Service Manager - Service Operations
Auto Star
Total years of experience :19 years, 3 Months
• Studying and analyzing the Market’s trend
• Enhance the team to increase the Sales.
• Training the new staff.
• Liaise with CR Department to monitor the CSI results and take the corrective actions.
• Managing & Organizing Service dept & service centers.
• Layout &improving service centers Utilization & productivity
• Determine the equipments & special tools needed for service center.
• Arrange Budget sheet & target for service center,
• Review Technical reports &Warranty procedures & follow-up internally & Externally with the Manufacturer
• Determining the technical training courses required for technicians in service centers at branches & authorized dealers
• Arrange campaigns needed to improve service sales at low sessions in branches & authorized dealers. (Budget sheet- target & analyze results finding the achievements percentage for each campaign).
• Review Service contracts & follow-up with Credit Facility Dept.,
• Support - improve Customer care dept - suggest systems & follow-up, contact concerned dept to satisfy customer as per company policy.
• Identify S.W.O.T chart and analyze it for better performance
• Build-up loyalty with Customers.
Responsibilities:
• Managing & Controlling Spare parts stock.
• Studying and analyzing the Market’s trend
• Enhance the team to increase the Sales.
• Training the new staff.
• Liaise with Service operations to enhance and maintain and sustain the fill rate.
• Conduct a periodical Audit to ensure the Standards are being implemented.
• Liaise with CR Department to monitor the CSI results and take the corrective actions.
• Manage & Controlling the Dead stock liquidation.
• Enhance and support the Staff for better performance.
• Fully in-charge of the purchasing.
• Make strategic connections between the Customer Care and other Departments.
• Develop and refine Best Practice customer care processes that are measurable, documented, communicated and understood by complaint policies, escalation procedures.
• Assess and evaluate the " Tangible aspects " of the customer experience and ensure that they exceed what is provided by competitive include physical appearance of facility and staff, a well staffed reception, informative website, toll free number, the existence of communications material etc.
• Coordinate with Sales ( Vehicles, Parts, Service, and Marketing ) in designing and implementing customer reward initiatives ( i.e Raffle ……. ) taking into account competitors’ activities.
• Define roles and responsibilities within the Customer Care Unit, select team members, encourage positive behavior, maintain control, and reward teams, and provide the required training.
• Act as the key force that translates the commitment of senior management to building a " Customer First " culture within the organization.
• Create, conduct, analyze and report customer satisfaction measurement programs and ensure that information about customers is easily available to other departments.
• Evaluate the existing use of technology to support customer care activities at the company. Recommend and supervise the implementation of new projects that provide the company and the customers with alternative channels of communications such as : Email, Customer Service Website, Call Center and Customer database.
• Managing & Controlling Spare parts stock.
• Studying and analyzing the Market’s trend
• Enhance the team to increase the Sales.
• Training the new staff.
• Liaise with Service operations to enhance and maintain and sustain the fill rate.
• Conduct a periodical Audit to ensure the Standards are being implemented.
• Liaise with CR Department to monitor the CSI results and take the corrective actions.
• Manage & Controlling the Dead stock liquidation.
• Enhance and support the Staff for better performance.
• Fully in-charge of the purchasing.
Scope of work:
Spare Parts Stock operations - Western province
Responsibilities:
• Refreshing the wholesale Sales.
• Contracting with companies to provide the required parts thru the win-win situation concept.
• Securing the Spare Parts to Governmental Authorities at the right time.
Scope of work: King Abdulaziz Airport.
Responsibilities:
• Customs Clearance operations.