After Sales Manager - Volvo Trucks
Al-Futtaim Auto & Machinery Co. LLC (FAMCO)
Total years of experience :20 years, 11 Months
FAMCO is the authorized general distributor for Volvo Trucks in United Arab Emirates.
http://www.famcouae.com
Main Responsibilities:
- To design and build Aftermarket strategies to acquire more market penetration on service and spare parts
- Looking after 4 branches in UAE.
- Making sure that service level agreements are meet for all Aftermarket sections.
- To analyse and maximize sales through analysis of all different sales channels in Service & Spare parts.
- Keeping Dept’s Profit & Loss statement and KPI’s; to insure all on track and taking necessary actions to align when needed.
- Maintaining relationship with Key Accounts to insure customer satisfaction.
- monitoring and supporting Contracts’ business to insure a sustainable business channel including marketing and promotional activities.
- Monitoring and supporting department’s marketing plan.
- Budgeting for Opex & Capex, taking into consideration necessary growth plans and adaptation of new technologies when possible.
- Constant Review on HR competence level and utilization. Taking necessary decisions for development plans and hiring on new resources.
- Monitoring closely Health & Safety reports from concerned departments and making sure that all understand and act accordingly to have a safe working environment.
- Maintaining customer satisfaction surveys with CRM team, making a plans to improve CSI and engaging everyone in the process.
Emirates Motor Company is the authorized general distributor for Mercedes Benz Passenger Cars & Commercial Vehicles in Abu Dhabi.
http://www.emiratesmotorco.ae
Main Responsibilities:
- Maximizes department’s profitability through the sale of service contracts, labor, parts, and associated products through the workshop.
- Managing a pool of 1200+ trucks & vans under service plans..
- Identifying potential accounts for CV service business and actively provide business solutions to ensure growth of business from these accounts year on year
- Building strong relationship with key strategic customers as long-term partners to CV business
- Calculates, promotes and manages service contracts ensuring maximum penetration % in the market. Manages all contracts and extended warranty to ensure costs are to a minimum.
- Conducts CV fleet customer visits as required to assess business requirements and maintain healthy relationships and company reputation
- Understanding customers’ requirements and identifies opportunities to maximize department’s profitability through sale of service contracts, labour hours, parts and associated products through workshop, while actively reducing expenditure where possible.
- Participates in designing of appropriate selling and marketing initiatives/campaigns to promote After Sales activities in the market. Once designed, the job holder is responsible to implement the same in the market to increase penetration %.
- Provides technical support, when required to solve fleet customers vehicle complaints and reports ongoing issues to Daimler
- Reports reoccurring technical problems, where possible with root causes and recommendations to the both EMC & Daimler’s technical Department for resolution.
- Constantly monitors other CV agencies, benchmarking against EMC and reports back on other market activities.
- Authorizes discounts and / or goodwill to maintain customer relationships.
- Resolves customer disputes / complaints within company guidelines.
- Ensures pricing accuracy by regularly reviewing and updating prices for service contracts, packages and other aftersales offers
- Reviews “Vehicle Car Park” analysis to understand commercial vehicle population statistics in the market and to help the future strategic planning for CV department.
- Actively coordinates with the CRM-Marketing team and Workshop Manager, EMC-CV to ensure timely resolution of customer complaints related to parts or services. This also includes resolving on-site and telephone customers’ dispute/complaints.
- Reviews Customer Satisfaction Index (CSI) scores as given by the CRM Department. Analyses and understands the root causes and develops action plans to ensure optimum performance and increased customer satisfaction.
- Managing a team of 42 employees including 28 productive technicians.
Faouri trading is well established automotive dealership in the Jordanian market since 1981, representing Japanese truck maker ISUZU Motors Co., Yamaha Motors Japan for Motor bikes, and French auto maker Citroen.
Highlights & main duties:
- Manages and oversees activities of workers in one or more service departments.
- Determines work standards and evaluates workers’ performance.
- Monitor operations to ensure that offered services conforms with company policy and to manufacturer’s standards.
- Responsible for recruitment and training action plan of employees and staff.
- Ensuring that all staff have the necessary tool and equipment to carry out their work in efficient & professional manner; through maximum utilization of automotive equipment and preventing operational delays.
- Follow-up warranty claims with warranty personal, to insure effective up to date issuance and remittance of claims. Also, sending field quality reports when necessary.
- Follow-up manufactures Service Bulletins, and making sure that all concerned staff are up-to-date with manufacturer information.
- Supervise implementation of service campaigns.
- Maintaining strong ties with Fleet operators, through continuous communication with fleet managers.
- Assists sales personnel in adjusting customer’s needs, especially when requesting special requirements on new commercial vehicles.
- Profound skill in the use of tools and in operation of equipment, including computer diagnostic equipment, utilized in the automotive technician trade.
Deera is the sole distributor in Jordan for world’s best products for Truck and trailer in the transportation business. These products include:
- Wabco: World’s number 1 supplier for pneumatic brake systems.
- Hyva: Europe’s number one supplier for tipping cylinders and complete hydraulic kits for Tippers. Also, Hyva have complete hyd. Products range for truck applications.
- Jost: World’s number 1 supplier for truck & trailer attachments and accessories.
Deera also provides wide range of solutions, depending on customer needs. Deera is distinguished for the ability to design, supply and execute custom -made solution depending on specified customer requirements.
Highlights & main duties:
- Insure that company policies & manufacturers standards are adhered to.
- Influencing and monitoring “Service Level Agreement”, supporting brands needs in the following areas; parts logistics, customer support, technical and parts support (including training), warranty returns, recall campaigns, product technical issues, and roadside assistance.
- Negotiating annual budgeted Parts, Service and Accessories purchase and sales targets.
- Responsible for delivering improved After sales Employee, Service Partner and Customer Satisfaction performance.
- Work in close co-operation with the Brands first line management team and dealer network to ensure overall operational targets are co-ordinate and clear and realistic.
- Ensuring that all staff have the necessary tool and equipment to carry out their work in and efficient and professional manner.
- Ensuring that that all staff are customer-focused and maintaining high levels of service at all times.
- Providing reports on operational, financial and process activities to management as required.
Company fleet consists of special purposes vehicles, commercial vehicles, passenger cars, and Vans.
Also, the company operates more than 110 mobile equipment; such as welding machines, air compressors, generators, asphalt saws, forklifts, and portable pumps.
Designation Chronology:
- March 2006 - January 2010: Vehicles & Mobile Equipment Maintenance Head of section
- January 2005 - February 2006: Vehicles Maintenance Engineer
Highlights & main duties:
- Outstanding record of achievement managing large maintenance infrastructures systems for mixed fleet setups, contributing towards the achievement of tangible organizational objectives.
Fleet’s Availability improvement on average (%):
2006: 92.62%
2007: 94.31%
2008: 95.42%
2009: 97.54%
- Creating & implementation of professional maintenance program schemes, both preventive and corrective.
- Organizing maintenance actions, depending on all variants available; cost, repair time, and outsourcing if specialized workmanship is required.
- Preparing budget drafts; operational and capital. Submitted directly to executive management.
- Planning; involves vehicles & equipment replacement plans, and introducing new technologies.
- Setting up measures & policies for the section, monitoring daily operation, and following up annual targets & KPIs.
- Technical & financial assessment for related tenders.
- Reporting for fleet status on daily basis. Also reporting monthly & annually for paid maintenance costs, availability of fleet, and breakdown cases.
- Introducing a computerized maintenance management system (CMMS); which analyze & record all maintenance actions.
- Preparing Preventive Maintenance programs, for vehicles & equipment; according to manufacturer's specifications.
- Preparing technical specifications for procurement & repair works’ tenders. .
Duties and Responsibilities:
- Receiving customers for periodic & corrective maintenance.
- Primary diagnosis for customer complaint and later on keeping him posted with repair procedure & costs.
- Advice any other necessary maintenance at the time of receiving the vehicle.
- Making sure that Quality Service is attained.
- Following up with customers after repair, insuring complete customer satisfaction regarding the service.
- LEVEL 1 certified TOYOTA Service Advisor.
Graduated with grade of Medium, Ranking (3rd) out of (32) graduates.