Service Manager
ALGHANDI AUTO
مجموع سنوات الخبرة :28 years, 1 أشهر
Mission:
I am responsible for running and managing the service department Body and workshop with mission to maintain and develop business and increase the customer satisfaction. (Managing more than 50 employees).
Objectives and key Tasks:
Profitability improvement.
Improve the quality of customer service and retention.
Maintain effective control of expenses in line with budget objectives
Workshop and bodyshop productivity monitoring.
Ensure full compliance to the companies operational systems ad procedure
Establish and monitoring all training requirement fro staff
Service Manager (Audi, Skoda, Volkswagen and Porsche)
Mission:
I am responsible for running and managing the after sales service with all its department;
Reception, workshop management, customer relationship, warranty and training (I am in charge of a
team of fifty people including six mid-managers)
After sales tasks:
• Staff training and support.
• Establishing customer care department
• Business plan elaboration.
• Setting up a new procedure of time management in workshops.
• I was also a member of a team who creates and develop a new DMS dealer
Management System (INCADEA)
• Setting up a new supplier IT application based on service core process for the branches and dealers.
Mission:
Assisting in the introduction of a new brand in the country, which HYUNDAI
CONSTRUCTION AND EQUIPMENT, Installing internal procedures to synchronize the sales and the after sales departments.
After sales Management: (Service and spare parts warehouse)
• Training and support of the after sales team.
• Building 2009 Business plan.
• Developing and setting up procedures.
• Installing and launching the new management IT application (NAVISION)
• Setting up a maintenance contract system.
• Supporting the sales department (visits and/or receiving important customers)
• Preparing and following tender offers: Preparing the MARSA MAROC tender offer (Financial and technical fails) eight
machines, Twelve million MAD) We won the contract.
Other tasks: • Following the new showroom project
• Preparing the opening of the head office (Nov. 2008)
Mission:
Responsible for customer satisfaction, I had to manage all after-sales sub-department: service and workshop, spare parts, warranty, training and supervising dealers on both results and technical
support and assistance.
During my mission and after establish a good after sales infrastructure, we reaches 93%
average of satisfied customer (survey done by an external company SUNERGIA)
Construction of the new branch project:
For developing Nissan network, I was appointed to lead the construction of a new branch in
Casablanca.
• Elaborating the IPA (Investment project account)
• Assisting the architect to work according to Nissan norms
• Selecting and supervising suppliers
• Monitoring project working progress
• Preparing the opening.
Dispatcher in handling and lifting department
Technical manager in the after-sales service, supervising a team of sixteen technicians.
Mission:
Managing the after-sales service to make it both cost and time efficient for the customer and for the company:
• Dispatching technicians
• Following the processing of maintenance contract.
• Monitoring warranty cases.
• Invoicing.
• Processing recovery in case of dispute.
• Optimizing my team productivity (motivation, training, delegating )
June 97-june 2003: Technical-sales manager
In charge of selling the product range " Transmission de puissance " more than 150 % of
turnover in three years.
Training customers and users on gear-motors maintenance SEW USOCOM brand
Aug 96-june 97: After sales Technician
Maintenances of electrical forklift: Linde Brand
5/ SOCODEL Company:
Sep 95-July 96: Technician
Installing a maintenance system for 650 machines, supervising of a team of six technicians..
Professional Master (Being prepared): Logistics, transport and purchasing (Isefac- Paris) prepared with AOB consulting Theme du Memory: How to reduce costs with a single supplier? Automotive activity, Moroccan company case.
2005: Diploma of technician in telecommunication from ANRT
1995: Diploma of advanced technician in maintenance of CNC Machines from ISTAIE. Training technicians on maintaining machines with digital and automatic commands. Twelve months of part-time training with SOCODEL Company.
1993: Electro-technic Baccalaureate. Jabir Ibn HAYANE high school Casablanca