ahmed seddik

• Managed end-to-end Aftersales operations across Workshop, Reception, Parts, Warranty, Job Control, QA/QC,
Billing, and Customer Relations.
• Developed, implemented, and enforced role-based SOPs, improving workflow clarity, turnaround time, and OEM
compliance.
• Designed and utilized custom KPI dashboards to monitor productivity, efficiency, FIR, WIP, CSI, revenue, back
orders, and customer retention.
• Reduced WIP backlog and improved throughput through daily KPI reviews, escalation mechanisms, and job
control discipline.
• Deployed D365 automation and paperless workflows, reducing manual entry and improving customer cycle
time by 25%.
• Implemented automated scheduling and workshop planning, increasing utilization and reducing customer wait
times.
• Ensured accurate and timely warranty claim processing, minimizing rejections and improving cash flow.
• Led parts forecasting and inventory optimization using service trends and seasonality, reducing shortages and
overstocking.
• Managed vendor and supplier performance to improve fill rate, VOR response, and commercial terms.
• Established EV and Hybrid service readiness, including tools, safety procedures, and technician certification.
• Ensured technicians-maintained OEM certifications and capability across ICE, EV, Hybrid, and advanced
diagnostics.
• Conducted hands-on technical training and workshops using latest EXEED and Chery diagnostic systems.
• Evaluated training effectiveness through post-training audits, quality KPIs, and FIR improvement tracking.
• Implemented quality audits aligned with OEM global and regional standards, executing corrective actions to
reduce comebacks.
• Improved First-Time Fix Rate (FIR) and CSI through standardized processes, training, and repair accuracy
controls.
• Analyzed customer feedback trends and led professional complaint resolution, ensuring transparency and
satisfaction.
• Integrated modern diagnostic and digital inspection tools to improve fault detection accuracy and repair speed.
• Implemented preventive maintenance programs (SMC) and facility upgrades to reduce downtime and ensure
operational continuity.
• Ensured full compliance with UAE safety, environmental, and workshop regulations, including 5S
implementation.
• Developed crisis management and business continuity plans to handle operational disruptions.
• Delivered on-the-job training tailored to GCC operating conditions, including heat-related and sand exposure
failures.
• Conducted GAP analysis and executed structured improvement action plans.
• Reviewed Monthly Performance Reports (MPR) and presented corrective actions and improvements to
management.
• Managed Aftersales expenses, consumables, and cost-control initiatives to maximize profitability.
• Fostered a positive, performance-driven work environment focused on teamwork, accountability, and
continuous improvement.

• Awarded
• Daily analysis and monitor KPIs \[Revenue achievement, Work in progress, waiting for parts, PSFU Results,
Back-orders analysis, CSI, and loss of sales report Pending and carryover review and analysis\].
• Enhance Automation Process, paperless work to fasten customer experience through time saving.
• Ensure the proper operation and control of the following area of operation (Workshop, Reception, Billing,
Warranty, Job Control, Quality Assurance, Customer relation activities).
• On Job Training for new service advisors and Branchs Training advisor of service advisor programs.
• Follow up the Pending Repair Orders for immediate actions.
• Following the equipments conditions and prepare the accurate reports for the concerned department for
maintenance to avoid losses.
• Enhance staff skills by providing the required training to achieve Quality of work as well as FIR.
• Ensure the accurate breakdown for customer voice and set the correct action plan to exceed our customer
expectation and ensure Customer satisfaction.
• Monitor Workshop \[ Body and Paint / Mechanical\] KPIs (5s, Technicians Productivity, Efficiency, productivity,
and Quality check accuracy).
• Ensure the awareness of the teamwork regarding their duties, responsibilities and KPIs.
• Monitor Monthly Performance Report (MPR) based on Key Performance Indicator (KPI) set by the Department.
• Train, and evaluate personal to achieve high productivity and proper utilization for the team.
• Monitor process, apply a GAP analysis and action plans for any issue face the service center.
• Ensure the safety of workplace by taking the proper actions and follow up.
• Achieving cost reduction and monitor bids and commissions to eliminate unwanted expenses.
• Close coordination with Parts Dept. to ensure smooth operation.
• Develop plans and programs for workshop improvements concerning Time Aspect and CSI.
• Conduct monthly meetings with Team to check and validate process then plan.
• Motivate the staff to ensure the quality and proper follow-up for the correct procedure.

● Assist Service Manager in daily operation for service center.

● Daily monitor Revenue achievement, PSFU Results, Back orders
analysis, CSI and lost of sales reports.

● On Job Training for new service advisors.

● Customer complaint handling.

● Ensure that customer’s vehicles are fixed right 1st time by
implementing the quality procedures.

● Follow UP with spare parts for procurement of materials, especially
the parts on VOR.

● Ensure Workshop Section Head are following quality control policy &
procedures.

● Studies and spread factory’s technical information/ service bulletins.

● Ensure job controllers are feeding correct/ proper operation number.

● Ensure the computerized & analysis reports are utilized for booking
& follow-up .

● With Workshop Section Head for repairs in promised delivery time.

● Pending and carryover review and analysis.

● Conduct a fix it right program.

● Back job process and analysis.

● Safety, Kaizen and S.O.P. maintaining on branch team member.

● Responsible for reception part in development and standardize.

● Branch’s Training advisor of service advisor programs.

● Helped and supported two champions from my team to win skill
contest.

● CRM and SA Train and monitoring.

• Daily monitoring for achievement report, PSFU calls result,
back job analysis, loss of sales, CSI, also working on handling
the troublemaker customers, handle special cases.

• Shared with starting team of Body and Paint Workshop
launching through need needed tools, colors codes creation
and communication with insurance companies, although
negotiation with insurance engineers to get approvals for
customers’ needs which raise the CSI percentage, Customers
Retention and Our company profit.

• Achieved highest revenue, CSI, LMS courses, Extra sales (Tires,
Car care service, LED kit and BG A.C cleaner) and MS (mystery
shopper) visits report 2020 till now.

• Applying PSA SOS and working with service team on
development of the process through by applying F1 (fix it right
first time) to raise the CSI Rate.

• Built strong relationship with team through good
communications with all team.

• Built strong relations with customers and companies’
representatives which built a strong loyalty to our Brand and
company.

Automotive engineer working as customer service advisor Egypt Receive customer, Records customer request and concerns, communicate with the workshop and follow up with the customer. Follow up with the warranty department to calm the warranty work. And also working on handling the troublemaker customers, follow the parts requests status in parts department, working on new ideas make the work more smooth (KAIZEN) and Follow up with the insurance company to calm the estimation progress time.

Automotive engineer working as customer service advisor Receive customer, Records customer request and concerns, communicate with the workshop and follow up with the customer. Follow up with the warranty department to calm the warranty work. Follow up with the insurance company to calm the estimation progress time.