هشام الخشن

*Ensured Work In Progress Files do not exceed 30 days and minimize carry out to the following month.
*Ensured Cars on Site do not exceed parking limitations and ready vehicles are delivered on scheduled promise time.
*Forecast Booked Service(s) including scheduling a precise pickup and drop-off using our in-house mobility service.
*Checked Weekly Appointment Diary to ensure all booked services are received and no show are re-booked with Call Center.
*Monitored Service Retention and carried out various service campaigns in order to increase service visits.
*Control penetration of services vs type of entries to ensure service scheduled are followed correctly.
*Monitored VHC Up-selling Progression through calls and carried out monthly meetings with Parts and W/S Team to ensure customer concerns are reviewed.
*Conduct weekly reporting for back order and reserved parts to take immediate actions with parts department if necessary.
*Controlled Courtesy Vehicle Bookings.
*Ensured all job card write ups are completed and all repairs have been checked to avoid repeat repair. Reviewed and understood the repair procedure in order to convert to customer’s understanding to keep a premium excellence relationship between both the dealer and clients.
*Provided a consultative selling process to assist customers in planning for on-going required maintenance of their vehicle.
*Reviewed repair orders for customers with full transparency including cost and time estimates.
*Gained superior product knowledge to effectively address and assist with service maintenance requirements and warranty information.
*Communicated frequently with technicians and other associates to ensure timely completion of work, ensuring an exceptional customer experience to drive loyalty.
*Day to Day meeting with the key personnel to review previous day performance and agree on the day actions.
*Ensured all that monthly In-Out vehicles have correct Service Reminder/MOT Renewal/Customer Data are up to date.
*Worked along with Call Center agents to ensure concerns raised during post service follow up calls are reviewed precisely, understood and handled with excellence.
*Review monthly CSI reports and develop action plan for exceeding customer expectations.
* Micro analysis on monthly basis for all complaints received by customers for proper actions and monitoring.
*Monitor the customer journey from key to key and improve where necessary.
*Monitored workshop loading and that Technician clocking to generate precise data.
*Shared weekly financial report with the team in order to boost up sell and workshop productivity to achieve monthly targets.
*Monitor the daily revenue vs target and previous year and take actions to improve if required.
*Control the revenue per Repair Order in terms of Labor and parts to ensure growth forecasted is achieved.
*Conduct monthly 360 degree analysis of the SA performance and suggest training where required.
*Monitor the discount rate on weekly basis to ensure absorption is at an acceptable level.

- Enhance hospitality in the service reception by ensuring teamwork among colleagues.
- Representing guests as an advocate to dealership.
-Ensure Acura guests data accuracy through confirmation and regular guest database updates.
- Practice customizing service interaction based on guests profile.
- Receive guest vehicles for service and make repair order on ACURA DMS.
-Implementation of vehicle health check process.
13 point and 7 point under body.
- Handling warranty claims and co ordinate on QIC with technical department.
- Raise special orders for parts not available and keep guests informed at ALL times.
- Submit the reports on KPI assigned and take action to improve activities associated with the KPI.
- Review monthly CSI reports and develop action plan for exceeding ACURA over exceeding customer expectations.
- Review monthly Service Entry reports and develop action plans for ACURA guests to visit our delearship to increase sales.
-Set SMART challenging target and report achievement on quarterly basis for the team.
- Selling skills on service contract, accessories and value added services based on Acura guests wants converting it to their daily needs.
-Detailed explanation of the job carried out suing ACURA communication tools. (E-interview/E-communication Sheet).
- There shall never be compromise in regards to Quality during vehicle delivery, **Promise time, and guests satisfaction should be exceeded at all times.

 Greeting customers and scheduling service appointments.
 Cataloging customers concerns and comments.
 Writing service orders and descriptions of problems and repairs.
 Translating customers’ repair problems into standard repair terminology.
 Explaining repairs to customers.
 Test-driving vehicles to confirm service repairs.
 Estimating the cost and time needed for repairs.
 Obtain Technical Data such as: wiring schematics, repair procedures, and specification using various online information systems.
 Record customer/vehicle information, update repair history, and fleet account information using shop management software.
 Used All Data and Mitchell on Demand for issuing work orders, repair orders and data for light and heavy duty repairs.
 Performed a routine check on shop equipment and tools to maintain a high standard safety environment in the work shop.

 Diagnosed vehicle malfunction and recommended appropriate repair activities.
 Complete system diagnosis using Tech II, Tuner, Snap-On Verus and High end performance tuning software.
 Road-tested vehicles to ensure quality or repair and maintenance.
 Explained technical diagnosis to clients.
 Maintained communication with management to ensure awareness of mechanical repair problems.
 Performed a routine check on shop equipment and tools to maintain a high standard safety environment in the work shop.
 Train new personnel to work as technicians and mechanics using mandatory safety procedures, professional work ethics and maintaining precise time management in their daily work environment.
 Translating customers’ complex customization demands into excellent standard terminology to meet their satisfaction.
 Explaining necessary repairs to customers in understandable terms to ensure customers are clear of all information during repair process.
 Maintain a high customer satisfaction feedback during delivery of vehicles, by ensuring quality and promise time is met on the target set date given to the customers.

 Coordinate workloads amongst other technicians and supervise all testing and repairs.
 Ensuring that all repairs are completed to the correct specification & confirm to industry standards.
 Train new personnel to work as technicians and mechanics using mandatory safety procedures, professional work ethics and maintaining precise time management in their daily work environment.
 Performed a routine check on shop equipments and tools to maintain a high standard safety environment in the work shop.
 Knowledge of computer diagnostic equipment as well as a variety of tools.
 Overhauling, repairing & replacing all major vehicle parts such as brake systems, cam belts, clutches, carburettors, pistons, rods, gears, valves, bearings, radios, heaters, mirrors, and shock absorbers.

 Gather information about vehicle repair symptoms and Diagnose vehicle issues.
 Determine and discuss necessary repairs, time and costs with the management.
 Diagnose cause of complaints using various tools and diagnostics testing procedures with high end scan tool and electronics.
 Write reports for vehicle repair, parts and hours needed for job completion.