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Fadi Naous, Lotus Aftersales General Manager

Fadi Naous

Lotus Aftersales General Manager·Wallan Trading, Lotus,

Saudi Arabia

Bachelor's degree, Mechanical Enginering

Work experience

Total years of experience: 26 years, 9 months

Lotus Aftersales General Manager

January 2024 - January 2026

Wallan Trading, Lotus,

Riyadh, Saudi Arabia

January 2024 - January 2026

• Setting Up the Aftersales Operation for Newly Introduced EV Vehicles.
Under Lotus Brand in Addition to ICE vehicle. Spare Parts Management.
Company industry:
Automotive Repair, Spare Parts, & Support Services

National Aftersales Manager

December 2020 - December 2024

Fitnesslines, Technogym,

Riyadh, Saudi Arabia

December 2020 - December 2024

• In Charge of The Aftersales Operation on the national level, looking
after the Delivery, installation, Maintenance and Spare Parts of Gym
Equipment in addition to Service Contracts Sales in Various Sectors
Such as Gyms, Hospitality, Residential Compounds, Hospitals and
Homes. Responsibilities Included: Standards Implementation, Organize
and Restructure the Aftersales Department, Promote Service Contract
and Increase Customer Retention Rate, Support the Sales Department
to Deliver Professional Customer Experience to the Client for the
Purchasing Starting Point onward.
Company industry:
Merchandising
Job role:
Management

Tristar Business Manager

February 2020 - July 2020

Petromin, Tristar,

Riyadh, Saudi Arabia

February 2020 - July 2020

• Manager for 8 Tristar Service Branches & Production Plant Under the
Umbrella of Petromin.
Business Development, Target Setting and Achievements, KPIs,
Parts Stock and Supplies.
Company industry:
Automotive Repair, Spare Parts, & Support Services

Regional After Sales Manager

July 2018 - January 2020

Al Essa Automotive Co

Riyadh, Saudi Arabia

July 2018 - January 2020

• Responsible of the Aftersales Operations in Central Region, Covering 6 Service and Parts Outlets, 1 Body Shop, and 1 PDI Center. Duties and Responsibilities Included:
Business Development of the After Sales Operations in Central Region, including Target Setting and Achievements, KPI’s, Parts Stock and Supplies, Customers Satisfaction.
Company industry:
Automotive Repair, Spare Parts, & Support Services
Job role:
Management

National Express Lane Manager

July 2016 - July 2017

United Motor Company,

Riyadh, Saudi Arabia

July 2016 - July 2017

• In Charge of 15 Express Lane Service Centers Nationwide overlooking
the Operation in Saudi Arabia including Performance, Marketing, Hiring
and Network Expansion in addition to Service Technical Support.
• Coordination with the Parts Department to Achieve Set Target Sales
with Special Seasonal Promotions.
• Achieving Healthy Parts Stock Level in all Branches with the Required
Fill Rate Ratio.
Company industry:
Automotive Dealership & Distributor
Job role:
Management

Service Manager

May 2013 - May 2016

Wallan TRading Co.

Riyadh, Saudi Arabia

May 2013 - May 2016

In Charge of the Operation of the Two Main Service Centers in Riyadh, Overlooking the Daily Operation of the Service Centers in line with Hyundai Standards and Company Procedures, in addition to Service Sales Review and Productivity.
Company industry:
Automotive Dealership & Distributor
Job role:
Management

Service Manager

May 2013 - May 2015

Al Babtain Group, Gulf Express,

Riyadh, Saudi Arabia

May 2013 - May 2015

• Fully in Charge of a Establishing New Operation in Saudi Arabia to Open
High Caliper of Quick Service Center and Car Detailing and Accessories
for All Brands.
Company industry:
Automotive Repair, Spare Parts, & Support Services
Job role:
Customer Service and Call Center

Central Region Service Center Manager

June 2009 - April 2013

SAMACO, Porsche Service Center,

Riyadh, Saudi Arabia

June 2009 - April 2013

• In Charge of the Operation of the two Porsche Service Centers,
Overlooking the Daily Operation of the Service Centers in line with
Porsche Standards and Company Procedures, in addition to Sales
Review and Productivity. Duties and
◦ Managing a Team of 32 Productive Technicians.
◦ Train and Develop Staff as per PME and Dealer Standards.
◦ Increase the Workshop Output Which Reflected into Increased
Sales.
◦ Provide and Ensure the Availability of Proper Healthy Working
Environment for the Staff.
◦ Increase Customer Retention by Increasing Customer
Satisfaction.
◦ Reduce the Repeat Repairs to Below 3%.
◦ Organize and Manage Service Clinics as per PME Standards.
◦ Prepare and Participate in the Dealer Standard Audit with PME.
◦ Ensure the Proper Flow of Technical and Product Issue
Information between the Dealer and PME.
Company industry:
Automotive Repair, Spare Parts, & Support Services

Service Manager

May 2007 - April 2013

Samaco

Riyadh, Saudi Arabia

May 2007 - April 2013

In Charge of the Operation of the two Porsche Service Centers, Overlooking the Daily Operation of the Service Centers in line with Porsche Standards and Company Procedures, in addition to Sales Review and Productivity.
Company industry:
Automotive Dealership & Distributor
Job role:
Management

Service Center Manager

May 2008 - May 2009

Al Essa Automotive, General Motors,

Riyadh, Saudi Arabia

May 2008 - May 2009

• Responsible of the Operation of the Main Service Center, in
Charge of the Daily Operation of the Service Managing 4
Workshop Teams of 82 Productive Technicians.
• Providing Support to the Reception and Customer Care
Managers.
• Coordinate with the Parts Department to Achieve Proper Fill Rate
Ratio as per the Workshop Requirements.
Company industry:
Automotive Repair, Spare Parts, & Support Services
Job role:
Management

Service Manager

February 2007 - February 2008

Al Jomaih Automotive Co.

Riyadh, Saudi Arabia

February 2007 - February 2008

Fully in Charge of the Operation of the (Cadillac, Hummer and Saab) Service Center within GM Policies and Company Standards and Procedures..
Company industry:
Automotive Dealership & Distributor
Job role:
Management

Premium Brand Service Center Manager

January 2007 - January 2008

Aljomaih Automotive Company,

Riyadh, Saudi Arabia

January 2007 - January 2008

• Fully in Charge of the Operation of the (Cadillac, Hummer and Saab)
Service Center within GM Policies and Company Standards and
Procedures.
Company industry:
Automotive Dealership & Distributor

Operation Manager

June 2006 - January 2007

Auto Mall

Beirut, Lebanon

June 2006 - January 2007

In charge of the Full Operation of the ACDelco Service Center, Duties included Staffing, Policies Setting, Standards and Procedure Implementation, Customer Handling, Sales Review and Marketing Planning.
Company industry:
Automotive Dealership & Distributor
Job role:
Management

Operations Manager

June 2006 - January 2007

Auto Mall, ACDelco Service Center,

Beirut, Lebanon

June 2006 - January 2007

• In charge of the Full Operation of the ACDelco Service Center, Duties
included Staffing, Policies Setting, Standards and Procedure
Implementation, Customer Handling, Sales Review and Marketing
Planning.
Company industry:
Automotive Repair, Spare Parts, & Support Services
Job role:
Management

Parts & Service Sales Manager

January 2004 - May 2006

AL Jomaih Automotive Co., ACDelco Service Centers

Riyadh, Saudi Arabia

January 2004 - May 2006

* In Charge of the Credit Sales Department, duties included initiating contacts with the procurement dept. of Local Corporate and Businesses, setting up special offers tailored to service staffs of big companies.
* Preparing and setting up special offers to increase the centers cash & credit sales.
* Continued providing help to the management team in the form of Standards and Procedures Setting, Staff Training and Follow ups.
* Setting up new center for operation based on the ACDelco Standards including Staffing Requirements, Market Survey, Training, Tools & Equipments Requirements, Financial Study, and Marketing Plan.
Company industry:
Automotive Dealership & Distributor
Job role:
Management

(Service Manager, Area Coordinator, Area Fleet Manage, Parts & Service Sales Manager).

January 1998 - January 2006

Aljomaih Automotive Company,

Riyadh, Saudi Arabia

January 1998 - January 2006

• In charge of full operation of Nine ACDelco Service Centers in
Riyadh; Duties included Customer Handling, Staff Management, Sales
& Marketing, Recruitment, Equipment and Tooling Requirements, Daily
Service Center Supplies Orders, Sales Results Review, All IT
requirements, Staff Training & Development, and House Keeping.
• Setting the Standards & Procedures for newly operating quick Service
Centers.
• Ensuring Service Quality Up to the Standards Daily Monitoring, and
Internal Mystery Shoppers.
• Maintain and Control Vehicle Flow as per the Center Capacity and
Budget Requirements.
• Achieve a Healthy Parts Stock Level At all Branches.
• Monitor and Minimize Expenses to Increase Net Income.
• Assisted in the Expansion Plan up to 27 Service Center Kingdom
Wide Including Location Studies, Tools and Equipment Requirements.
• Business Plan Writing, Action Plan Setting & Implementation, Staff
Incentive Schemes & Promotions.
• Introduced the Fleet Business to the Service Centers, handled all Credit
Customers account throughout all stages from the initial contact to
securing the contract and follow ups afterwards.
• Initiating contacts with the procurement dept. of Local Corporate and
Businesses, setting up special offers tailored to service the staffs of big
companies.
• Preparing and setting up special offers to increase the centers cash &
credit sales.
Company industry:
Automotive Dealership & Distributor

Area Fleet MAnager

January 2000 - January 2004

AL Jomaih Automotive Co., ACDelco Service Centers

Riyadh, Saudi Arabia

January 2000 - January 2004

* Introduced the Fleet Business to the Service Centers, Handled all Credit Customers account throughout all stages from the initial contact to securing the contract and follow ups afterwards.
* Continued to provide support to the Operation Management in the form of helping in the Business Plan Writing, Action Plan Setting & Implementation, Staff Incentive Schemes, Sales Reviews & Promotions Planning, Target Setting and Staff Productivity & Motivation.
Company industry:
Automotive Dealership & Distributor
Job role:
Marketing and PR

Area Coordinator

January 1999 - January 2000

AL Jomaih Automotive Co., ACDelco Service Centers

Riyadh, Saudi Arabia

January 1999 - January 2000

* Coordinated operation of 9 Service Centers; Duties included Sales Results Review, All IT requirements, Training Staff & Management Team on the Centers software, Communications between the Centers Managers and Operation Management, Staff Recruitment & Training, Standards & Procedure Implementation.
Company industry:
Automotive Dealership & Distributor
Job role:
Management

Service Manager

January 1998 - January 1999

AL Jomaih Automotive Co., ACDelco Service Centers

Riyadh, Saudi Arabia

January 1998 - January 1999

* Helped as part of a team in setting Standards & Procedures for newly operating quick Service Centers.
* In charge of full operation of one of the ACDelco Service Centers in Riyadh; Duties included Customer Handling, Staff Management, and Sales & Marketing.
Company industry:
Automotive Dealership & Distributor
Job role:
Management

Education

Kansas State University

May 1995

May 1995

Bachelor's degree, Mechanical Enginering

United States

GPA (point): 3025 out of 4

GPA (point): 3025 out of 4

Mechanical Engineering Degree with Emphasis on HVAC Airconditioning Systems

Skills

Action Planning

Expert

Marketing

Expert

Staff Management

Expert

Microsoft Office

Expert

Promotions

Expert

Work Under Pressure

Expert

Microsoft Office Package, Power Point Presentations, Excel

Expert

Kerridge

Expert

Team Work

Expert

Customer Service Oriented

Expert

Good Written and Verbal Communication Skills

Expert

AFTERSALES

Intermediate

COMPUTER LITERACY

Intermediate

CONTRACT NEGOTIATION

Intermediate

CUSTOMER RETENTION

Intermediate

CUSTOMER SERVICE

Intermediate

KEY PERFORMANCE INDICATORS KPIS

Intermediate

MANAGEMENT

Intermediate

MECHANICAL ENGINEERING

Intermediate

SALES

Intermediate

STRATEGIC PLANNING

Intermediate

Action Planning

Expert

Marketing

Expert

Staff Management

Expert

Microsoft Office

Expert

Promotions

Expert

Languages

English

Expert

Arabic

Native Speaker

Training and Certifications

Certifications
Qualified GM Service Manager & Retail Accountant Qualification
ACDelco Retail Operating Blueprint
World Class Customer Care (WCCC)
Time Management & Planning Skills – After sales
GM Service Policies & Procedures
Certified Service Manager

Hobbies and interests

Camping, Cooking, Artwork