Manager
Infiniti (AAB Co.)
Total years of experience :17 years, 0 Months
To manage the performance of a Service department and ensure the team delivers a consistently
high quality of work to ensure customer satisfaction.
* Manage the after sales activities to ensure that all activities are carried out as per the company’s
policies and procedures through effective communication and monitoring.
* Manage the utilization of all the service facilities, tools and equipment to ensure that all areas in the
Service department are operating in accordance to the policies related to safety, welfare, integrity and
branding image of the company.
* Manage a talent pool of after sales professionals and train team members on the technical aspects of
the company's products and services through technical procedures and standards in order to achieve
center after sales targets and sustainable growth.
* Provide information to the After Sales Manager with regards to annual budget and support the
implementation of effective strategies to enable achievement.
Ensure all service process meets quality standards and they are implemented in a consistent manner.
* Recruit and select team members in line with organizational requirements.
* Maintain a safe and healthy working environment; ensuring staff comply with Health and Safety
requirements.
* Develop, guide direct, motivate and manage the performance of all direct reports in line with the
Performance Management System to assist in the realization of their potential and to enhance their
knowledge-based skills.
• Continuously monitor and evaluate service achievements by supporting and assisting center after sales marketing campaigns, promoting center Kaizen activities as well as adjustment to business strategies to achieve assigned targets.
• Manages Service operations in terms of facility, manpower and service marketing to achieve targets in areas of customer satisfaction, customer retention, gross service sales and net profit by adhering to the company mission, vision and values and applying the operating standard procedures.
• Enhance customer confidence and satisfaction by following stipulated service operation standard in order to improve customer retention.
• Products monitor activity for product improvement.
• Meeting customers for repeated problems to enhance fix it right activities.
• Monitor field technical reports issued by technicians and escalate top priority report to TMC.
• Continuous improvements for repair methods by ensure all repair manuals and service and parts software are up to date and all SST are available and all equipments conditions are as per manufacturers standards.
• Ensure all repairs are done as per TMC standards and emphasize on fix it right first time activity through service department staff.
• Ensure warranty claims are made as per TMC standards to reduce rejection rate.
• Carrying-out pre-acceptance inspection (damage on body, valuables inside, accessories, etc.) and records results on check sheet and confirm with the customer through proper checking of the physical condition and inventory of the vehicle.
• Ensure that satisfactory repairs are done as per the customers’ demands with the coordination with the Chief Technician in the job assignments, preliminary diagnostic procedures and final inspection of the car.
• Ensure speedy maintenance and repair through clear identification of customers’ needs and accurate repair order preparation through proper communication to the workshop to “Fix-It-Right-First-Time” and deliver the vehicle on time.
• Submit warranty claims with proper data to get approval for repair with minimum lead time
• Ensure all warranty claims are approved and avoid any rejections.
• Analyze warranty claims on monthly basis to determine any irregularity and solve such issue.
Bachelor Degree of Mechanical Engineering - University of Jordan