National Service Manager
Aljomaih Automotive Company
مجموع سنوات الخبرة :25 years, 1 أشهر
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As service manager I have superior customer service skills, by providing all customers the opportunity to have premium service they deserve. Part of my responsibility service manager responsibility growing the business and maintain operation profitability by generating more business, reducing unnecessary expanses this can by achieve by building qualified team with challenging spirit
“A lot of service managers focusing in target only without maintaining business growth or if they achieve that they fail in employees retention”
Automotive business is compensations of great elements required 100 % attention from service management, My responsibility required from me to be ready all time make sure teams execute all their assigned duties every day through speed and expertise also to act immediately remedy any shortfall or breakdown in service it’s my job to make sure customer service is recognized, encouraged and acknowledged.
Substandard performance is not tolerated by automotive service managers so I take all appropriate actions to correct problems on time, I am prepared to work extended time of about ten to twelve hours a day and have prolonged standing and walking while at work to handle stressful situations.
I am know as an excellent communicator with customers, commercial trucking companies, technicians, parts clerks, F & I, management, all staff ..
Inducted as a Workshop Manager, charted a growth curve to merit promotion as Workshop Manager.
Designation Chronology:
• March 2010 - April 2012: Workshop Manager
• July 2007 - March 2010: Reception Supervisor
• Jun 06 - Jul 07: Customer Relation Officer
• Dec 04 - Jun 06: Service Adviser
• Sept 03 - Dec 04: Customer Service
Key Responsibilities as Workshop Manager (March 2010 - Present):
• Manage and control daily workshop activities while providing quality service as per AAC & GM standards for maximum customer satisfaction.
• To ensure maintaining a profitable operation in accordance with Service Department goals and objectives that set in the current business plan.
• Implement action plan for "Fix it right first time" repair quality.
• Assuming responsibility of accomplishing assigned targets and submitting the reports to the Director of Service.
• Developing mechanisms of action if necessary after obtaining the necessary approvals. Providing the best service in the Eastern Region for systems and warranty.
• Conducting quarterly performance reviews to measure performance, analyzing learning gap, proposing training programs and monitoring the same to promote high productivity.
• Instilling a customer-focused attitude amongst the team by providing effective training and support that impact the bottom line by boosting productivity and increasing employee retention.
Key Responsibilities as Reception Supervisor (July 2007 - March 2010):
• Provided personalized, friendly and efficient service, meeting customer needs and seeking opportunities to extend/ develop customer relationships.
• Maintaining an orderly system of compiling data, ensuring data is regular updated and facilitating communication for smooth functioning of the service center.
• Assigning work schedules to service advisers, suggesting possible avenues to improve productivity.
Key Responsibilities as Customer Relation Officer (Jun 06 - Jul 07):
• Effectively interacted with customers of diverse backgrounds/ temperaments and maintained open lines of communication whilst resolving customer's problems, complaints and disputes in compliance with company policies & procedures.
• Referred unresolved customer grievances or specific customer requests to designated departments for efficient service and further investigation.
• Maintained booking information, customer’s expectations by stating the timescale in which their service request would be dealt with. Liaised with General Motors (Customer Communication Center) for closing and finalizing all cases.
• Efficiently handled administration issues, maintained complain documents, in alignment with organization’s policies and updated all records.
• Proactively developed customer relations through soliciting feedback and addressing/ resolving customer complaints to deliver exceptional customer service.
• Steered customer satisfaction scores through outstanding customer service, monitored quality, knowledge/skill of all team members and submitted relevant reports to senior management.
Key Responsibilities as Service Advisor (Dec 04 - Jun 06):
• Handled the whole gamut of operational activities of the service center, examined/ analyzed potential technical problems, received customer vehicles and recorded customer complaint.
• Provided open repair orders for customer's vehicle. Communicated estimates of repair orders and and maintained records of repair status on all customer vehicles.
• Maintained customer satisfaction levels by managing expectations as well as resolving problems, ensured timely delivery of vehicles.
• Followed-up with customers after 3 days of delivery to obtained customer's feedback.
• Monitored service center’s performance, implemented appropriate marketing initiatives to attain targets whilst providing unrivaled customer service.
• Leveraged productivity by developing action plans and motivated the team to meet operational goals.
Representative customer service, maintain customer satisfactions by handling customer objections and providing AAC customers " Our Customers " best service quality.
• Cultivated new accounts through cold calls, email, telemarketing, networking and effective sales presentations to potential clients.
• Conducted meetings with existing clients to reaffirm business relationships and assure continued sales.
• Trained new sales representatives on company practices. Ensured optimum service to customers and delivered products/services within scheduled time frames.
Sell jewelry of all kinds
• Oct 2011: Leadership Training • Jun 2011: Recognition for successfully completing the training requirements for Service Manager Area •May 2011: GM Service Management 1 • Feb 2010: Analyzing Fixed Operations - Parts Department • Feb 2010: Effective Service Menus = Profitability and Customer Retention • Feb 2010: Selling Maintenance & Repair Parts: The Right Part at The Right Price = Increased Customer Retention • Feb 2010: The Role of the Sales Manager • Feb 2010: GM Difference Customer Enthusiasm • Jan 2010: Analyzing Fixed Operations - Mechanical Department • Jan 2010: GM Difference Customer Enthusiasm • Jan 2010: Analyzing Variable Operations - New Vehicle Department • Jan 2010: Analyzing Fixed Operations - Body Shop Department • Dec 2009: Overview of Dealership Operations • Dec 2009: Understanding the GM Operating Report and Dealership Accounting • Sept 2009: Time Management Skills • Jul 2009: Active Consultative Service • Jun 2009: The Fundamentals of Professional Service Consulting • Jun 2009: The Customer Loyalty Mindset - Committing to Customer Retention • Jun 2009: How to Build Customer Enthusiasm • Apr 2009: Using Order Workbench to View, Update, or Approve Consensus (Wholesale) • Apr 2009: Global Warranty Management System Training for Service Consultants • Apr 2009: Technical Product Awareness for Parts Personnel • Apr 2009: Service Policies & Procedures - Part 1 • Apr 2009: Service Policies & Procedures- Part 2 • Apr 2009: Annual Service & PDI • Jan 2009: SAAB Customer Relationship Management (CRM Part 1) • Dec 2008: Understanding the Value of Customer Enthusiasm • Dec 2008: Earning Funds with the GM Parts Co-op Program • Dec 2008: After-sales Commercial Training • Jan 2008: GM Policies & Procedures Warranty Administration WINS • Jul 2005: Oracle E-Business Suit, Certificate, Raya Academy • Mar 2005: Effective Repair Order Documentation