National Service manager (16 Branch)
MYN Motors ( HYUNDAI)
Total des années d'expérience :30 years, 8 Mois
• Lead the service department across a number of locations covering workshop, service and body shop with (target 80, 000, 000 sr)gross sales
• Established production standards of efficiency, minimum wastages and maximum utilization of resources (Time, machines, material and manpower).
• Install good working practices and processes in all branches for the service operations
• Improve the "Customer Experience" and CSI
• Maintain good relations with the manufacturer (HMC)
• Identify training needs and ensure employees are developed and challenged
• Set operational and financial targets for the service department
• Conduct short term & long term recruitment requirements plan for productive & non -productive.
Enforces budgetary control & ensure that targets are met by all Service Center.
• Lead an after sales department of over than 400 staff
Running a business with 45 Million SR Gross Sales / Year
• Managing & planning for all Service Centers manpower & service marketing to achieve targets in areas of customer satisfaction, customer retention, gross service sales & net profit.
• Strengthens service marketing activity in the country & increase number of units services, labor sales, Parts, Accessories & Other sales.
• Effectively utilizes manpower & facilities of all Service Center to reduce idle time.
• Monitors, solves & reports technical problems in all Centers through utilization of area Hi- Tech engineer.
• Maintained a good manufacturer relations by proper implementation of all warranty policies and ethics
• Improved Service Centers productivity to meet the standard by :
- Upgrading staff skill ( training)
- Availability of equipment & SSTs
- Proper utilization of facilities
- Implementation of Fix It Right program
• Review progress periodically to ensure that planes are being implemented as expected & the goals will ultimately be met.
• Control Parts, Service and Body paint divisions of one of successful franchise operations.
• Develop budget/ targets setting and business plan for the service department
• Monitoring the progress of the business related KPIs(Gross sales, net profit, CSI.CRR%)
• Ensure that customer follow up and targets for profit and Customer Satisfaction Index (CSI) are met
• Implemented new EM system for more CS and Productivity 180 %
• Review regularly an effective marketing plan for service Monitor the local market regarding the service business
• Ensure quality of work, processes, repairs, and advisory according Hyundai standards
• Ensure that the warranty and goodwill processes and documentation are according HMC standards
• Ensure that all customer complaints are handled professionally, monitor regularly customer satisfaction (CSI)
• Recruit, develop and motivate high performing staff and facilitate a working environment for good employee satisfaction
• Formulate budgets and forecasts for the after sales function and all departmental managers
• Participate in the formulation of parts and service strategy for the year and planning for parts and service related marketing initiatives (campaigns, promotions etc.)
• Developed the workshops to be efficient profitable and high efficiency high productivity
• Doubled the revenue by 1.6 by minimize waste and optimize cost
Increased customer satisfaction Index (CSI)from 72 % to 89 % .
• Prepare manpower requirement for parts and service department based on the annual targets.
• Active involvement in the daily management of workshop to control expenses and issuance of consumables
• Evaluate technical capabilities and skill levels of productive staff
Analyze training needs and plan and arrange technical training
• Manage and coordinate all Service activities
• Ensure a first class brand appearance and develop a benchmark Service division
• Provide excellent customer satisfaction
• Coordinate and direct all activities within the branch to meet or exceed Service targets
• Develop a competent, committed and confident multi-cultural team that consistently meets or exceed performance expectations
• Provide product training and market knowledge
• Internal reporting (monthly Service report, Service performance report, customer satisfaction, etc.)
• Effectively manage a cost saving approach
• Increased Customer Satisfaction Index from 81% to 89 %
.Implemented Toyota programs for improvement (TSM and Fix It Right campaigns).
• Achieved the TSM certificate of Toyota International standard service center
• Achieved president award for the best service centers performance and CSI (2 times in raw)
• Achieved the best service manager in 2001 Y (rewarded by incentive trip to JAPAN)
Achieved the TSM (Toyota Global Standard Center)Certificate
• Assisted Service Manager to manage a class A TOYOTA Center
Handled customer complaints, Arrange controlled Monitored the operations in the reception to be smooth and pleasant to the customers
• Developed the B&P workshop to be efficient & profitable.
• Increased Customer satisfaction to 92 %.
• Achieved 1st position in Trust Toyota service competition.
Achieved 1st one in national skill contest (champion of all ALJ service advisors)
Implemented 7-step Customer Care -
Taking appointments-Receiving customer-Writing up repair needs-Monitoring work progress-Final check before delivery- Explaining work done to the customer-Post service follow up.
• Customer Complaints handling
.Achieved 1st position in service advisor (Level 1) Test
Certified as TOYOTA SERVICE ADVISOR
Certified As TOYOTA Master Service Advisor.
grade very good
very good
