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ضياء محمد, Certified Service / Aftersales Service Manager

ضياء محمد

Certified Service / Aftersales Service Manager·United Cars Al Mana

قطر

ماجستير, Strategic Management

الخبرة العملية

مجموع سنوات الخبرة: 13 سنوات, 7 أشهر

Certified Service / Aftersales Service Manager

أبريل 2023 - حتى الآن

United Cars Al Mana

الدوحة، قطر

أبريل 2023 - حتى الآن

Provide strategic leadership for aftersales operations, ensuring alignment with organizational goals and OEM standards.
Drive operational excellence by optimizing service processes, productivity, and resource utilization.
Establish and monitor key performance indicators (KPIs) to enhance service efficiency and profitability.
Leverage customer insights and feedback to implement continuous improvement initiatives.
Lead, mentor, and develop multidisciplinary teams to achieve high performance and engagement.
Manage complex customer escalations, ensuring timely and satisfactory resolution.
Strengthen customer retention through service excellence and relationship management.
Ensure full compliance with corporate policies, quality standards, and health & safety regulations.
مجال الشركة:
وكلاء السيارات

Reception Manager

أغسطس 2021 - حتى الآن

United cars Al mana

الريان، قطر

أغسطس 2021 - حتى الآن

Duties & responsibilities
• Ensures that Reception area is well managed and operates smoothly for high level of efficiency and customer
satisfaction. Depute for Service Manager in his absence for continuity of workshop.
• Ensure high level of Customer Satisfaction for customer retention and business development.
• Carry out pre-booking of vehicles for service, to ensure proper workshop loading.
• Ensure vehicle is received efficiently and in a professional manner, to assure customer that his vehicle is in
safe hands.
• Ensure proper delivery of the vehicle to the customer.
• Ensure job card is opened efficiently and accurately for quick and correct execution of the job and once the job
is completed; raise necessary invoices to ensure timely delivery and collection of payment from customers.
• Follow-up (during service) to ensure timely delivery of the vehicle to customers, with jobs carried out
completely.
• Ensure effective personal and telephonic communication with customers regarding charges, approvals and
negotiations.
• Ensure equally clear and concise communication with foreman regarding job.
• Maintain high level of motivation and morale in the team and ensure development of the staff, to achieve high
level of employee satisfaction and thereby high productivity and customer satisfaction.
مجال الشركة:
وكلاء السيارات
الدور الوظيفي:
الإدارة

Reception Head – Main Branch

سبتمبر 2021 - أبريل 2023

United Cars Al Mana

الريان، قطر

سبتمبر 2021 - أبريل 2023

Directed front-of-house service operations, ensuring seamless workflow and adherence to premium service standards.
Acted as second-in-command to the Service Manager, ensuring uninterrupted operational continuity.
Oversaw end-to-end service processes, including scheduling, job allocation, invoicing, and vehicle handover.
Strengthened cross-functional communication between customers and technical teams to enhance service efficiency.
Drove customer satisfaction and retention through consistent delivery of high-quality service experiences.
مجال الشركة:
وكلاء السيارات

Certified FCA Service Advisor

مايو 2018 - سبتمبر 2021

Al Mana Motors

الدوحة، قطر

مايو 2018 - سبتمبر 2021

Delivered high-level technical advisory by accurately diagnosing vehicle issues and recommending optimized repair solutions.
Developed detailed service plans, cost estimates, and work orders aligned with customer expectations and budgets.
Coordinated workshop operations to ensure quality assurance, efficiency, and timely service delivery.
Maintained comprehensive service documentation in compliance with manufacturer and company standards.
Conducted final quality inspections and provided strategic maintenance recommendations to customers.
مجال الشركة:
وكلاء السيارات

Service Advisor

مايو 2018 - أغسطس 2021

Almana Motors Company

الريان، قطر

وجدت هذه الوظيفة عبر بيت.كوم

مايو 2018 - أغسطس 2021

Asks customers to explain specific vehicle issues.
* Takes detailed notes about symptoms based on customer testimony.
* Enters customer information into system database.
* Inspects vehicle to further analyze the problem.
* Advises customer on necessary repairs and maintenance.
* Works with customer to formulate the best service plan for their budget and needs.
* Draws up work order.
* Assigns service to specific mechanic.
* Assists mechanics in completing repairs.
* Provides cost estimates to customers.
* Answers questions posed by customers.
* Maintains electronic and/or paper records of completed service work.
* Explains warranty policies and coverage
* Explains the work completed by mechanics and makes suggestion for future maintenance.
* Provides billing statements and explains billing details.
* Processes payments.
* Inspects work completed by mechanics.
* Test drives vehicle before returning it to the customer.
* Active delivery process.
مجال الشركة:
وكلاء السيارات
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Workshop manger Assistant

أكتوبر 2016 - أبريل 2018

Alijarah limousine

الريان، قطر

وجدت هذه الوظيفة عبر بيت.كوم

أكتوبر 2016 - أبريل 2018

Duties & responsibilities
* Maintaining Daily, Quarterly and Annual Report.
* Receiving company vehicles for service and repair jobs and raising repair orders on internal system with
regards to the Body shop
* Providing detailed explanations and technical justifications for additional repairs with cost estimates and
approval from work shop manager
* Regularly following up with the main and sublet workshops controllers on vehicles status, updating superiors
regularly on progress and ensuring delivery of vehicles within proposedtimeframe
* Raising special orders for parts not available and following up to keep fleet department informed
* Preparing invoices on internal systems and arranging for active delivery of LPO.
* Following up payments and ensuring collection within stipulated time
* Regularly monitoring orders raised and ensuring timely billing
* Conducting post service follow up to ensure quality satisfaction.
مجال الشركة:
صيانة السيارات وقطع الغيار وخدمات الدعم
الدور الوظيفي:
إدارية

Senior Fleet Officer / Assistant Workshop Manager

أكتوبر 2016 - أبريل 2018

Alijarah Holding

الريان، قطر

أكتوبر 2016 - أبريل 2018

Directed fleet maintenance operations to ensure maximum vehicle uptime, reliability, and cost efficiency.
Managed repair cycles, approvals, and cost control processes in coordination with internal and external stakeholders.
Monitored operational performance and ensured strict adherence to service timelines and KPIs.
Supervised procurement processes, including spare parts sourcing, invoicing, and financial tracking.
Implemented robust quality assurance and post-service evaluation frameworks to maintain service excellence.
مجال الشركة:
النقل بالسيارات

Service Advisor

سبتمبر 2013 - يوليو 2016

Alijarah limousine

الريان، قطر

وجدت هذه الوظيفة عبر بيت.كوم

سبتمبر 2013 - يوليو 2016

In charge of Diagnosing problems and faults in company vehicles with a fleet of 1026 cars, comprising of
Nissan Altima, Hyundai sonata, Toyota Camry, Toyota Innova models.
 Examine the vehicles to analyze extent of damage and malfunctions
 Advising the fleet department on technical repairs to be carried out
 Supervising and guiding the mechanics as they make repairs
 Making test drives before and after servicing the vehicles
 Field recoveries, and response to breakdowns
 Open job card, job card in progress “Orbits System”.
مجال الشركة:
صيانة السيارات وقطع الغيار وخدمات الدعم
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Auto Service Advisor / Quick Service Advisor

سبتمبر 2013 - يوليو 2016

Alijarah Holding

الريان، قطر

سبتمبر 2013 - يوليو 2016

Conducted advanced diagnostics across a large-scale fleet, ensuring accurate identification of mechanical faults.
Oversaw workshop repair activities, providing technical leadership and ensuring adherence to quality standards.
Executed comprehensive pre- and post-service inspections, including road testing for quality validation.
Managed service workflows and documentation through internal systems to ensure operational transparency.
Coordinated rapid response to field breakdowns, minimizing downtime and operational disruption.
مجال الشركة:
النقل بالسيارات

Engineer

سبتمبر 2012 - سبتمبر 2013

Dakahlia Poultry Company

المنصورة، مصر

سبتمبر 2012 - سبتمبر 2013

Duties & Responsibilities
* Serve and maintain company generators with a fleet of 300 generator comprising of caterpillar, Perkins,
Iveco
* Advising company on faults identified as highlighted in defect report and explaining the estimated cost of
repairs to enable make informed decisions.
* Regularly update company on work in progress
مجال الشركة:
الهندسة الميكانيكية
الدور الوظيفي:
الهندسة

التعليم

Business Academy of Switzerland

يناير 2026

يناير 2026

ماجستير، Strategic Management

سويسرا

Mansoura University

يونيو 2012

يونيو 2012

بكالوريوس، Mechanical Power Engineering

مصر

Skills

Time Management
Expert
Time Management
Expert
Troubleshooting
Expert
Troubleshooting
Expert
Customer Service Skills
Expert
Customer Service Skills
Expert
Automotive
Expert
Automotive
Expert
Mechanical Engineering
Expert
Mechanical Engineering
Expert
Time Management
Expert
Time Management
Expert
Troubleshooting
Expert
Troubleshooting
Expert
Customer Service Skills
Expert
Customer Service Skills
Expert
Automotive
Expert
Automotive
Expert
Mechanical Engineering
Expert
Mechanical Engineering
Expert
AFTERSALES
Intermediate
AFTERSALES
Intermediate
BUSINESS PROCESS IMPROVEMENT
Intermediate
BUSINESS PROCESS IMPROVEMENT
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DATA DRIVEN DECISION MAKING
Intermediate
DATA DRIVEN DECISION MAKING
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
MASTER OF BUSINESS ADMINISTRATION MBA
Intermediate
MASTER OF BUSINESS ADMINISTRATION MBA
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
ORIGINAL EQUIPMENT MANUFACTURER
Intermediate
ORIGINAL EQUIPMENT MANUFACTURER
Intermediate

حسابات مواقع التواصل الاجتماعي

اللغات

الانجليزية

متمرّس

العربية

مبتدئ

التدريب و الشهادات

الشهادات
International Computer Driving License (ICDL)
Warranty Policies and Coverage
Digital Marketing – Social Media
Service Quality Elements
Customer-Centric Experience
Master Service & Parts Release
Quality in Aftersales
Service Quality in Aftersales
Introduction to Situational Leadership
Situational Leadership (SLII)
Alison - CPD Certified
Supply Chain Management and Capacity Planning
Professional Certification in Management & Leadership
FCA certified service advisor
Jan 2019 - Jan 2021

الهوايات والاهتمامات

Association Football

Good