Scania After Sales Manager (3 dealers)
SMG Co.
Total des années d'expérience :17 years, 6 Mois
• Built and maintained long-term friendships with customers with a special care for key accounts.
• Defined and developed Standards, procedures and routines for the services area according to manufacturer’s guidelines.
• Reviewed pricing policy& labor rates as a part of the brand plan of competition.
• Performed financial analysis and network planning regarding customers and volumes.
• 2017, Raised the service level from 70% to 85% to meet the business targets.
• 2017, Increased productivity by 10% via completing all special tools, calibrating all equipment, and maintaining workshops readiness for various kinds of repairs and operations.
• Raised staff efficiency and performance through a comprehensive training plan which included the service staff needs and new launched technology.
• Conducted price and contract negotiations with clients to establish contract details and attain profit margin.
• Implemented, monitored and assured all SHE activities to comply with dealer operating standards.
• Successfully managed 60 people (40 bays) and reached the set financial goal and business forecast.
• 2015, Improved CSI by 20% through continuous implementation of periodic action plans.
• 2015, achieved 12% augmentation in total sales revenue (85 to be 95 M) by applying dialogue reception and production quality control.
• Increased workshop profitability by raising the awareness of utilization of personnel, tools and utilities.
• Invented new ideas and promotions after profound analysis to increase market share.
• Identified deviations and generated appropriate action plans.
• Compiled and analyzed the relevant financial and statistical reports to be presented and discussed with the top management.
National warranty manager (6 Dealers) - EATc (April 2007 - March 2011)
• Promoted clear and consistent warranty and service policies and procedures.
• Checked product quality and insured regular reporting by means of priority customer complaint.
• Insured the correct rendition of warranty claims.
• Identified top technical issues and warranty cost drivers.
• Performed regular dealers auditing and assured the completion of dependent action plans.
• Completed the VW manufacturer warranty audit in a range of 3 years with 99.36% correct claims.
• Convinced the manufacturer to add new items to the goodwill list to increase customer’s retention.