Service Operations Manager
Haji Husein Alireza & Co. Ltd. (Mazda Sole Distributor in KSA)
Total des années d'expérience :34 years, 4 Mois
Responsibilities:
• Leading the Service department, overseeing 18 Service Centers &7 Bodyshop’ s in the 3 KSA Regions with Management in excess of 500 Staff.
• Established the annual Business plan with Monitor and Control CS, Monitor and Control Profit, Monitor and Control Service Centers KPIs and Monitor and Control Service Retention.
• Develop and implement effective daily Service Operations Processes.
• Develop and implement marketing programs.
• Establish an effective organization with Develop and implement systems to develop manpower.
Achievements:
• Departmental Operating Profit jumped to remarkable records during last 3 Years.
• Continuing & delivered a high level of customer satisfaction with increasing the NPS records by 5% for Last 2 Years
• Successfully Established and operated 4 new Profitable Service Centers in addition to the Renovation of 3 Service Centers with a successful Business Plan & a Visibility study for Business expansion.
• Successfully Established and operated a Mega Bodyshop in Central Region with a very successful Business Plan & a Visibility study for Bodyshop’ s Business expansion.
• Developing the Bodyshop’ s Business through Building a strong relationship with most of the Insurance Companies in KSA and established a long-term Collision Repair Contracts.
• The Implementation of proper daily operations processes with developing the Bodyshop management controlling Sys. was led to expedite the repairs and reduce production cycle time 20% & Crash to Cash 33%.
• The Bodyshop’ s business achieved remarkable growth in Revenue in last 3 Years.
Reporting to NSD -GM. Having the complete responsibility of the technical and commercial management of the Service Department and the 7 Satellite Branches( Service and Body & Painting Shops) in Central Area with leading 195 service staffs from different Nationalities. *The planning and managing all service related matters under my responsibility .Service Sales Performance Achievement (Gross Service Sales & Net Profit).Championing Customer Satisfaction and Handling Complaints. Maintaining workshops Operation Management to achieve the following actual result: Utilization = 90%, Overall Labor Efficiency=98% & Efficiency = 105%. * Identify service operation current situation and develop effective service marketing initiatives. * Follow up/review and analyzing of all relevant KPI Reports (daily-weekly-monthly) and identify opportunities for action. * Monitors safety policies, procedures and 5S activity to ensure regulatory requirements are met. * Maintain a warranty claim procedures that permits prompt settlement, simplified tracking/control of payments and support the interest of the dealers/customers and company. *Develop after sales solutions (Establish the Insurance companies new program), design more effective services, present customers with incentives by offering different service packages. *Monitor competitor’s activities and customer requirements and recommend service marketing program with Marketing Department. Establish program that would develop and motivate manpower resources (Performance driven incentives and recognition, skills competition, regular meetings. Proposes short and long term staffing recruitment plan for productive and non-productive. *Ensure proper utilization of all the service facilities and maintains equipment in effective, proper and safe working condition. Make the Feasibility study for New Branches and the Layout Design, Facilities, Manpower according to Nissan After Sales Dealer Operation Standard (as Al Rass & Buraidah Branches)
Develop and manage one of the biggest Nissan Mega Service Center in Middle East, The area of The Service Center more than 10000 sq. m, Total No. of Bays(Quick Service+ General Repair+ Denting &painting) = 95 Bays. *Perform careful planning and forecasting labor sales budgeting for workshop based on available information resources. Set performance objectives for CS, Profit, Workshop performance, and Service Retention with relevant performance indices. Develop strategies, tactics, specific actions, person responsible, with timeline and budget to achieved planned objectives and targets (achieve 130% from the sales target) . Monitor results of the CSI and implement process strategies to continually improve customer satisfaction ratings( Support Alhamrani United Co. to achieve the 2nd Customer Satisfaction Prize in Service for KSA Distributors) . Monitor, conduct performance review and analyze problems affecting service operation key performance indices and areas in need of improvement. *Develop and manage service teams (87 direct & indirect staff) to be in line with market demands and company targets. *Recruits necessary service staff and oversees their training requirements. * Manage technician’s time by establishing and maintaining methods of tracing productivity, efficiency, work quality, and monitor on a continuous basis. * Monitor results of the Customer Satisfaction Index and implement process strategies to continually improve customer satisfaction ratings, also develop a customer record and follow-up system. * Investigate complaints in respect of quality, delivery or services and take necessary corrective/preventive actions. * Establish equipment maintenance schedules, and advise management of equipment needs to improve productivity, efficiency and quality of repairs. Control safety and security procedures that results in a safe and attractive working environment. *Ensure implementation and compliance with NISSAN Main Program and Initiatives (After Sales Dealer Operation Standard, Fix It Right 1st time (F1 Program), 5S program, Service Appointment, Express Service Project, Job Control Process through Kerridge Sys., Quality Control Process, Quality Circle, Training Programs, the Flowchart for Service Operation, Warranty Policies and procedures, implementation of Safety Measures ....etc)
*Assist the Service Manager in managing the operations of the INFINITI workshop to ensure it achieves given levels of customer satisfaction in accordance with company policies.Operate the department at maximum production and ensure technical efficiency, controlling costs, building a loyal clientele, maintaining good employee relationships, obtaining sales and profits objectives and maintaining service records.Assist in forecasting goals and objectives for the department .Train, motivate, counsel, and monitor the performance of all service dept. staff. Direct and schedule the activities of all service dept. employees. Provide technical assistance to service dept. employees.Conduct meetings with dept. employees to discuss activities and problems to develop strategies for a more efficient operation. Quality-check all completed jobs.Monitor repair order trends, such as number of repair orders completed, number of items per repair order, sales per repair order, sales per service advisor, etc. Ensure that customers' service files are up to date and are readily available for reference. Monitor the location and care of shop tools. Collect accounts receivable for service work. Follow up on parts department orders to ensure parts availability.*Handling complaints, Take action and make sure that customer is satisfied.*Conduct morning gathering, a brief meeting with all Service Advisors and other Leaders such as Foremen, and share information such as (Workshop and Reception loading information, Rules and policies, Technical information on specific corrective measures, Warranty campaign information.* Make sure that Service Advisors follow the(Service Advisors Operation Standers)including operation procedure.*Coordinate with other groups/ departments to meet customer expectation).* Monitoring&Maintaining Reception &work Areas to keep it in an optimum condition.*Ensure that the job progress status and workshop loading situation is continuously monitored.
PERSONAL PROFILE:
* A highly competent Administrator, Technical Experts with 10 years all round professional experience in warehouse management-scrutiny of regular inventory/documentation, maintaining stock efficiency, taking prompt action for disposal surplus/dead stock/ non-moving items, placing demand and receive consignment from origin /reliable sources, distributing spare parts to all other dependant agencies/companies, preparation stock demand and maintaining update record for reports/returns, high standard of background for managing items in appropriate location refer system of classification and markation of consignment, marketing, purchasing, importing, analysis, reporting, customer care and large management experience .
*Knowledge of automotive systems in general. Ability to utilize computers and computer capabilities for inventory, recordkeeping, parts information, ..etc. Web search for manufactures and equivalent materials. Ability to search (hard/ soft )catalogues for all equipments and products.
JOB DESCRIPTION :
*Responsibilities ilnclude ensuring the targets agreed with the general manager are realized within the given financial year.
* Monitor the development of the turnover based on the monthly reports and ensure that target offsets are
analysed and correcting measures introduced.
* Decide on planning and carries out sales actions.
* Arrange the purchase of parts, accessories, special tools and sales promotion materials. Ensure efficient parts
marketing and disposition based on the company procedures.
* Improve the inventory management arrangements, inventory turnover and capacity of delivery.
* Carring out in agreement with the General Manager measures for modernizing and updating parts storage and
warehousing systems.
* Keeping a very close contact to the Service Manager and conduct regular meeting with him.
* Having the complete responsibility of the technical and commercial management of the Parts Department and satellite branches.
Establish parts department planning including parts turnover, market share, purchase, sales target and contribution margin.
* Supervision of 47 staff (including supervisors, salesmen, technical inventory controllers, computer operators, Warehouse pickers. etc). and defined job responsibility for each position. Having the responsibility for training and leading the Parts Department team and for reviewing team performance on a regular basis according to
company policies.Excellent knowledge of the Central and Eastern Regions and local markets.
* Organizes day-to-day operation and determines work practices and procedures to optimize utilization of resoures.
* Scope includes all facts of inventory management including assortment implementation &receipt flow/liquidation.
* Monitors safety policies and procedures to ensure regulatory requirements are met.
* Follow up/review and analyzing of all relevant inventory, sales reports (daily-weekly-monthly) and identify opportunities for action.
* Development of the marketing planning, thus increase the parts sales achievement by 25% from last year achievement, achieved the sales target around 30 million S.R.
*ٌRealization high service rate for our customers around 96% under the control of stock value (2.0 month stock) by applying the best suitable ordering method, understanding what customers might be prepared to buy (even before they know what they might want) and what resources will be available.
* Conducting item price analysis, category analysis and supplier frequency analysis.
* Handles all activities for all items &equipment under my control.
* Checks inventory in regular basis.
* Maintains optimum stock levels, Identify and disposes the non-moving items.
* Prepare monthly sales reports and Stock analysis reports.
* Keeping track of records and results which gained from market survey/research .
* Works with retail and wholesale customers in considering credit applications, handling complaints, and negotiating prices to ensure customer enthusiasm.
* Successfully managed and controlled with speedy services to supply customer’s demand, thus achieved for our Dealers with the full customer’s satisfaction. (We have over 80 sub dealers, such as Government/Installations,
Agriculture Companies, Brokers, etc).
* Build and maintain a database of our customers/dealers and suppliers.
* Parts requisitioning, monitors issuing and receiving, inventory control records usage of historical data.
* Investigates the reason for any discrepancies and forward to parts manager.
* Recommending substitute items and developing season ability information for all items.
* Request quotations from local and international vendors for price lead time and establish cost structure with shipping, customs charges.
* Knowledge of automotive systems in general. Ability to utilize computers and computer capabilities for inventory, recordkeeping, parts information, ..etc. Web search for manufactures and equivalent materials. Ability to search (hard/ soft )catalogues for all equipments and products.
Supervision of 14 staff(Technical and nontechnical)for all types of mechanical equipment maintenance and repairs. Prevention maintenance and repair on pumps, Air compressors, Water Softeners, Boilers, Cooling towers, Heat exchangers and Air handling units. *Analyzing existing maintenance programs, development of maintenance programs, plant start-up assistance and planning services. **By virtue of long life maintenance service experience provides a comprehensive approach to evaluating, selecting and implementing optimal performance.
*Greeting the customer at reception area. Receives customer with courtesy and vehicles at the garage entrance, Open the job cards and check history file, documenting the customer complaints on job card and gives the customer a collection date for his vehicle after consultation with the Mechanic Forman.
Listen to the complaints and attend to their problems. Contact customer for additional job. Advise customer when the car is not ready for deliver. Coordinate with garage supervisor to ensure that the best service is provided to maximize customer
satisfaction.
Responsibility to manage for rendering services and repairs of 85-Trucks, Costruction Equipments and passenger car as per the service schedule.