Managing Director
Munich GE Motor Services
Total des années d'expérience :24 years, 5 Mois
- Building up high end independent workshop in all aspects, service, body shop, smart repairs, tinting foiling, tires shop, polishing & detailing....
- Create corporate identity for the brand.
- Building up the team
- Budgeting
- Marketing...
Automotive after sales operation:
- Manage both parts and service operations
- Manage the after sales marketing operation
- Manage the Customer Care Department
- Manage the service core process for both parts and service to maintain the highest service level
- Manage the warranty department to keep from one side the customer satisfaction at its highest without compromising the factory standards and norms
Prepare the Standard Operational Procedures for the above mentioned departments
Responsible for the above mentioned two brands in both areas: parts, logistics and procurement as well as workshop operations
Implement the VW Group service core process in all after sales areas
Build, lead, motivate and develop a highly successful team that achieves its objectives
Prepare the technical & non-technical training needs for the team according to VW -ME program
Follow up & assist the IT department to plan & implement new modules in our DMS in order to facilitate the operation & achieve the settled goals
To manage all Service and Technical aspects for the full range of VW AG product with the objective of achieving the set targets between VWME and Ali & Sons
To assist with the facilitation and implementation of after sales marketing related activities between VWME and the retail network and ensure that all activities are coherent in direction. Administer online marketing promotions tool for dealer network, manage and handle with the provider to achieve the aim of upholding VW & Skoda standards at retail levels and maximize customer satisfaction.
Assist with after-sales related market research and recommend improvement measures with the aim of continuously enhancing customer satisfaction with VW after sales service.
Formulate department budget, conduct operative planning, develop and use various reporting tools to facilitate the department planning and controlling
Plan, develop, and monitor dealer service and parts network (Abu Dhabi & Al Ain)
Assessments of our dealers’ network and Body Shop in conjunction with our Body Shop Manager. Assist with the updating of service and parts standards a necessary, reviewed once a year.
Administer and manage all aspects of customer and dealer complaints related to Passenger Cars and Light Commercial Vehicles. Deal with any customer complaints pertaining to product reliability; assist the branches and customers alike to find resolutions to these complaints.
Customer Satisfaction Survey (CSS), Fixed First Visit (FFV or RR), Service Follow Up (SFU) Implementation, reporting, distribution and handling account with report provider. Review the reports with the service & workshop managers and assist with corrective measures to achieve VW & Skoda set targets
Assist with After Sales Business development of Service sales and marketing, handle key supplier relationships. Assist in Parts and Service marketing campaigns & promotions for all VW/Skoda dealers in conjunction with the Parts Manager.
Spare parts & Service center
ISO9001: 2000)
* Managing a team of 67 staff members in spare parts department and workshop responsible
for an annual business volume of about AED 30 million
* Mandate to increase the cost-efficiency and responsiveness of the spare parts department
and improve compliance with company quality standards
* Optimizing operations across marketing, pricing, ordering, logistics, warehousing, parts sales
and workshop
* Leading the ISO 9001:2000 re-certification effort
* Formulating sales strategy
* Formulating resource plans, and associated budgets
* Guiding, directing and motivating team to work to their best potential and display high levels
of customer service orientation
Manage Bosch spare parts from both logistics and sales
Managing the workshop and providing technical expertise
* Increasing efficiency and labor sales turnover
* Improving operating procedures and practices
* Participating in effort to accomplish corporate identity across dealership
Key achievements:
* Decreased return jobs by 85%
Managing the equipment and vehicles workshop and ensuring operational readiness
Solid and fluid mechanics (5years)