Service Manager
Mohammed Saleh and Riza Yousuf Behbehani
Total years of experience :11 years, 5 Months
Managing all service center activities.
Increase service center profit by ensuring Service advisors achieve their individual and overall target.
Ensure productivity in the workshop is above 85%.
Monitor service staff performance and evaluate them accordingly.
Manage conducting both technical and non-technical training activities.
Implement dealer standards in the service center and ensure improvements during each quarter evaluation.
Handle customer complaints and resolve them.
Look for innovative solutions to reduce additional costs on the service department.
Initiated in house skills contest.
Conducting service parts consumption forecast.
Improve customer retention by carrying out service clinics.
Promote service contract sales by printing brochures for service contracts options and displaying the options on foam boards.
Continuous coaching for all service staff.
Ensure all KPIs are achieved.
Conduct daily meeting with service advisors and technicians to discuss productivity and target achievement status.
Achieved score 100% on Service Manager assessment.
Achieved score 94% on Isuzu Dealer Standards.
Achieved dealer awarding first place from Isuzu Japan.
Conduct competitor parts and labor study.
Call lost customers every month and try to retain them.
Conduct customer visits and carry out customer activities such as drivers training.
Manage Kaizen activities in the organization.
Responsible for monitoring KPIs inside the workshop.
Making adjustments in the workshop to improve productivity.
Repeat repair analysis.
Managing two workshop teams (electrical and mechanical), quick service teams (Q1 and Q2) and motorcycle workshop team.
Monitoring floor activities and ensure that workflow is going smoothly.
Conducting weekly meetings with Team Leaders and discussing pending cases and how to solve them.
Carrying out roadtests on sensitive cases (example repeat visits / escalated cases) and advice how to resolve the cases studied.
Review estimates before sending them to reception team to ensure accuracy of diagnosis and to avoid mistakes in creating them.
Handled project R&D for GAC motors successfully on three models and feedback the test results to GAC (project period was 3 months).
Evaluating workshop staff and discussing with each one their strengths and weaknesses and how they can improve themselves.
Troubleshooting extreme cases and advise Team Leaders how to solve it.
Handling Technical Report submissions and communications with manufacturer.
Minimizing warranty costs by introducing alternative solutions.
Improving customer satisfaction by implementing fix it right first time strategy.
Liaise directly with customers at point of ‘Check in’ ensuring full transparency of customer expectations via ‘Point and Show’ and taking complete ownership of the repair from customer intake to the vehicle return
Full responsibility for quality repairs to the vehicle and in the absence of a TESLA Master Technician you will be responsible to lead, guide and support fellow technicians to achieve highest quality work in the most efficient manner
You are the example in the workshop and you will have some coaching tasks
Support for the escalation of repairs via the various tools available ensuring feedback to the relevant engineering/production departments
This role will involve leading the workshop and ensuring Pre-diagnosis is completed in supervision of a Tesla Master Technician.
Partner with various teams across the organization to share critical information gathered and share best practices to help improve our products and overall customer experience
Working on assignments which require considerable judgment and creativity and understanding implications of work and making recommendations for solutions
Strong technical background in diagnosing complex electromechanical systems with heavy software content and deployed in safety-critical applications
Demonstrable experience and competency in solving complex technical issues within an efficient manner
Strong coaching skills
Ability to read and interpret mechanical drawings and electrical schematics and possess a mindset of continuous improvement
Driving Customer Satisfaction metrics and team collaboration ensuring the highest level of Customer experience is delivered
To manage all service and technical aspects for the full range of the product with the project of achieving the set targets.
Design implement and monitor processes to improve aftersales activities within the different importers dealerships for KSA and UAE markets.
To assist with the facilitation and implementation of aftersales activities marketing related activities and the retail network and ensure all activities are coherent in direction with company standards.
Asses online marketing promotion tools for dealer networks.
Assist national parts and service marketing campaigns/promotions for all dealers.
Enhance customer satisfaction by providing effective training to retail network and resolving technical problems.
Conduct technical training for: Technicians, Service Advisors, Service Managers, Foreman, Instructors, Customers and Team Leaders both in class and practical by the use of presentations and interactive learning.
Train the Trainer skill
Knowledge in technical specification for tires rating for both ISO and JIS types.
Understanding of different tires structure and the function of each.
Knowledge and experience in overhauling/servicing Japanese diesel engines 4 and 6 cylinders, water pump, differential, transmission, oil pump, fuel pump.
Conducted maintenance training for light, medium and heavy duty commercial vehicles.
Participated in the organization of the 2013 Hino skills contest for MENA region.
Developed training material and exercises from presentations to practical activities.
Distributor support activity.
Customer support activity.
Conducting Eco driving training for clients and explain the benefits of such driving in improving fuel efficiency and reducing emissions.
Carried out complete overhauling, inspection and repair for:
4 cylinder engine and 6 cylinder diesel engine (both are of commonrail type).
6 speed HINO (LJ06) and 9 speed EATON transmission.
Banjo type differential.
Coil spring type clutch for medium duty truck.
Oil pump (gear type), fuel pump (trochoid type), vacuum pump.