Service Manager
Ghabbour Auto
Total years of experience :11 years, 10 Months
• Ensure the CSI evaluation score to meet targeted level # 80% monthly.
• (Sales Revenue) Target Achievement meet targeted level # 85% monthly.
• Ensure gross profit labor # 75% monthly.
• Ensure pending repair orders to be closed by 100 % in less than 5 days
• Warranty claims to be closed and send to warranty department on a monthly basis 100%
• Achieving HMC campaigns by 100 %
• Ensure Number of technical customer complaint doesn’t exceed 2% of the opened job cards and the
repeated repair doesn’t exceed 2 %
• Achieving all Service Center Staff training with more than 95 % attendance.
• Monitor complaint resolutions.
• Ensure to go on the right track by following up the company policy, SOP and working process to achieve
the company vision and mission.
• Increase service and parts sales.
• Increase customer market share.
• Contribute to new vehicle sales.
• Assists Service Manager in daily operation for workshop.
• Deputizing the Service Manager in his absence.
• Contribute in customer retention activities.
• Motivate the fellow service advisors.
• On Job Training for new service advisors.
• Customer complaints handling.
• Develops & maintains a working knowledge of the functions & operation of the various mechanical,
hydraulic, & electrical systems used on the vehicles on which the service department normally work.
• Ensures that customers’ vehicles are fixed right 1st time by implementing the quality procedures.
• Ensures that repair estimates are reasonable.
• Ensures that repairs are carried out within promised delivery time & estimated cost.
• Follows up with spare parts for procurement of materials, specially the parts on VOR.
• Ensures Team Leaders are following quality control policy & procedures.
• Studies factory’s technical information/service bulletins.
• Ensures job controllers are feeding correct/proper operation number.
• Understands computerized time control.
• Monitors closely the vehicles repairing.
• Ensures the computerized & analysis reports are utilized for booking & follow-up with chief technician for
repairs in promised delivery time.
• Maintains a high level of grooming, hygiene, & uniform appearance for front line staff.
• Conduct a fix right program.
• Back job process.
• Follow & implement HMC Six Steps.
• Responsible for solving complicated and sophisticated vehicles problems and communicating with
manufacturer via hot line in difficult issues.
• Responsible for solving complaints in the CPA (consumer protection agency) as a technical representative
for the company.
• Responsible for the vehicles, which arrives with a repeated defect in second comeback.
• Issue QIRs (quality information reports) about manufacturing defects in parts, which replaced under
warranty and send them to manufacturer for improvement.
• Train workshop engineers and technicians on new service bulletins.
• Give technical approval on replacing under warranty for assembly parts.
• Write TSA (technical service advice) in order to help technicians in some service operations.
* Conduct a thorough inspection of vehicles after servicing and repairs are completed, this includes a physical inspection and test-drive of the vehicle to ensure there are no issues.
* Release the vehicle for return to the customer if repairs are in order or return the vehicle for additional work is issues are discovered.
* Make relevant notations on the Job Card as to findings.
* Undertake additional related responsibilities as required.
*Ascertains automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules.
*Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions.
*Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles.
*Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system.
*Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation.
*Maintains automotive records by recording problems and corrective actions planned.
GRADUATION PROJECT - Project Title: Combined Cycle Power Plant Simulation. - Project Grade: Excellent. - Overview: a program is designed using MATLAB compiler for the purpose of simulating and facilitating the analysis process for a case study combined cycle power plant.