Service Manager
Adel Alghanim automotive
Total years of experience :12 years, 0 Months
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• Manage a large service team in different sections (Main Workshop, Quick service, and Bodyshop workshop) to ensure the team delivers a consistently high quality of work to ensure customer satisfaction and promote customer excellence.
• Ensure service centers meeting the organization standards, operational targets, KPI parameters, and their business plan.
• Monitor and Audit activities within service and identify/address concerns as they arise.
• Root cause analysis to understand key drivers, including forecasting likely improvements due to customer initiatives.
• Identify trends through KPIs or critical business problems and recommend solution(s) for process improvements to enhance the customer’s experience and provide efficiency to the business.
• Auditing of warranty processes to ensure they are being administered in accordance with the manufacturer guideline.
• Implement quality controls and voice of the customer feedback systems to enable managing the performance and review to improve the service process.
• Provide information to higher management to advise about the annual budget and support the implementation of effective strategies to enable KPIs achievement.
• Recruit and select team members in line with organizational requirements.
• Responsible for receiving customer vehicles for service and repair jobs and raising re-pair orders on the internal system.
• Greet and consult customers on service needs.
• Perform a through vehicle walk around inspection as a part of the repair order write-up.
• Sell and up sell services by emphasizing value .
• Keep customers updated on services, field all live service calls, and take ownership of the customers experience by carrying out those additional assignments that allow the dealership to leave an impressionable ecperince with the customer.
• Follow up with workshop controllers and technicians on vehicle status, updating cus-tomer regularly on progress and ensuring delivery of vehicle within proposed timeframe .
• Supervise and lead all maintenance processes and operations.
• Track expenses and oversee the budget for maintenance.
• Maintain all machinery to ensure it’s at working standards.
• Conduct regular inspections of the facilities to detect and resolve problems.
• Plan and manage all repair and installation activities.
• Ensure all department workers adhere to the safety policies and procedures.
• Assign repair schedules and evaluate repair cost estimates.
• Oversee equipment stock and place orders for new supplies when necessary.
Mechanical engineering-mechatronics