National Body Shop Manager
Al Nabooda Automobiles
Total years of experience :17 years, 7 Months
In charge of the body shop operation and PDI center for Volkswagen, Audi and Porsche.
Certified Volkswagen Service Manager.
Service Manager for Volkswagen service center in Rashidiya.
Branch in charge for the Volkswagen service center in Riyadh.
•In charge of establishing a service center for the ISUZU brand.
•Established a quick service branch in the northern region of the country.
•Recruit necessary employees for the department.
•Developing department vision and mission.
•Establishing profit and customer satisfaction indicator targets and action plans.
•Making periodic results reviews and corrective actions.
•Understanding and ensuring compliance with all International and vendor policies and warranty procedures.
•Reviewing and signing off on all service department outside purchases charged to the service department or a customer repair order.
•Reviewing warranty performance statements.
•Reviewing warranty charge backs with warranty administrator weekly.
•Reviewing the over 60 days warranty debits weekly to ensure payment.
•Reviewing open repair orders over 30 days to insure closure and payment.
•Attending parts and service managers annual meeting.
•Maintaining high quality service repairs to minimize comebacks.
•Ensuring that all work is fairly and equally assigned.
•Investigating the progress of vehicle completion by conducting periodic spot checks of all jobs throughout the day to ensure timely repairs, quality workmanship and cleanliness.
•Keeping abreast of all warranty policies and product changes to maintain effectiveness in this role.
•Providing current manufacturers’ vendor training courses for technicians and service staff.
•Reviewing random completed repair orders, noting technician comments, technician sign off, repair completion and road test completion.
•Maintaining a safe and clean work environment in all service areas.
•Ensuring that current and required tools are purchased as necessary.
•Holding monthly staff and technician meetings.
•Explaining completed work and charges to the customer if required.
•Ensuring the service staff members are performing their duties as outlined in the appropriate job descriptions.
•Seeking out and securing new service business.
Komatsu, UD Trucks, International Trucks, Palfinger Cranes, ISUZU, ELBA, Tennant, Altec Cranes, Link-Belt Cranes, Ingersoll-Rand Compressors
• Fully accountable for the Heavy Equipment Service Reception (3 Service Advisors + 2 Administrators).
• Supervising PSSR activity and operation (2 sales representatives).
• Ensuring that the reception area is well managed and operates smoothly for high level of efficiency and customer satisfaction.
• Restructuring the reception in terms of manpower, hierarchy and tasks.
• Developing a new receiving and delivery process.
• Implementing a new set of KPI’s to measure the performance of the reception team.
• Maintaining performance standards in terms of CSI, target achievement for customer paid repair orders and sold labor hours.
• Establishing profit and CSI targets and action plans.
• Running a survey to identify the most important 100 customers in terms of population.
• Measuring the customers' penetration through the service workshop and maintaining it at a stable level.
• Creating service menus, service kits and campaigns.
• Making periodic results reviews and corrective actions.
• Involving in budget preparing and target setting for the department.
• Implementing the cultivation and training of reception personnel.
• Establishing and implementing activities directed at the improvement of service operations.
• Authorizing and implementing operations within the range assigned by the company.
• Handling customer complaints and assuring their satisfaction.
• Reporting directly to the after sales manager.
Service Reception Manager - Chevrolet September 2010 - Present
•Fully accountable for the Automotive Reception (12 Service Advisors).
•Ensuring that the reception area is well managed and operates smoothly for high level of efficiency and customer satisfaction.
•Implementing new receiving and delivering process assuring that the vehicle is received efficiently and professionally.
•Applying effective tracking system for the job cards; starting from receiving, opening and till invoicing.
•Processing consistent follow up with the customers through CRM records.
•Extensive involvement managing client relationships at all levels, assuring high levels of customer satisfaction (CSI).
•Arranging external and internal communications between employees and customers.
•Implementing new strategies to improve the labor hour sales.
•Responsible for training service advisors on; communication skills, opening job cards, time management, system training and handling customers.
•Maintaining high level of motivation and morale in the team and ensure development of the staff, to achieve high level of employee satisfaction and thereby high productivity.
•Depute for Service Manager in his absence for continuity of workshop operations.
Fleet After Sales Manager - Chevrolet August 2009 - August 2010
• Designated official responsible to the management for all
functionality associated with the Fleet After Sales Department.
• Developed and implemented maintenance plans, service menus and
schedules for fleet customers.
• Monitoring all the fleet customers’ activities inside the W/S and B/S.
• Arranging appointments for fleet vehicles coming for servicing and body repairs.
• Meeting with the fleet customers and handling all their concerns.
• Coordinating with outside garages for related body work repairs.
• Coordinating with insurance companies for long term contracts.
• In charge of leased vehicles to the Taxi Company (450 vehicles), managing the workshop and service schedules.
• Handling all the problems related to fleet vehicles in the service center.
• Maintaining and developing a computerized customer database.
• Reporting on fleet activities and providing relevant management information.
• Creating new troubleshooting reports for vehicles’ inspection.
Service Consultant. July 2008 - July 2009
• Working in the reception department for Chevrolet cars.
• Handling customers’ complaints and reporting to the reception manager.
• Following up with the control room and updating customers.
• Delivering cars to customers and explaining all the jobs done.
• Creating job cards on the Kerridge system.
• Training new service advisors joining the reception.
Automotive Engineer
Automotive Engineer
B.Sc of Mecahnical Engineering Major: Automotive Graduation Project: Turbochargers Grade: Excellent