Mathias von Wachenfeldt

Ghreiwati Group is a large holding company involved in Automotive, Manufacturing, Tires, Oil & Lubricants, Electronics, Air Conditioning and Investment. At its peak the group vehicle sales were 50, 000+ and turnover $1B. The Group currently has just under 1, 200 employees.

I have complete responsibility for all after sales functions and report directly to our Chairman.

Main Responsibilities
• Responsible for 5 brands.
o KIA, Jaguar Land Rover, Ford and in Syria.
o Ford and Hyundai Commercial Vehicles in Iraq.
• Managing a team of 15 people on group distributor level covering aftersales functions such as Service, CRM, Technical Support & Training, Warranty, Parts and Finance.
• Responsible for 250 employees in total excluding dealer staff (Non-branches).
• KIA DKD Factory 80 employees
• Service network consist of 7 main dealers in Syria including 3 own branches, and 30 spare parts outlets in addition to 1 main dealer/own branch in Iraq and 6 spare parts outlets.


Achievements
• Increased Revenue Growth by 60% in first 3.5 years Profitability by 135%
• Utilization: 73%  94% (Overall)
• Productivity: 60%  110% (Overall)
• Efficiency: 68%  115% (Overall)
• Responsible for annual budget of +$20M.
• Successfully implemented the Service Excellence Programme, Body Shop Service Excellence Programme and the Parts Excellence Programs from Ford Motor Company within our group in 2009-2010.
• Responsible to design and launch the biggest Body Repair Center in the Syria covering 2, 400m2 in 2010 meeting Ford and Jaguar Land Rover body repair standards. Contract with 11 of 14 insurance providers.
• Successfully planned and launched Ford parts and service operation in Iraq in 2011.
• Responsible for tires operation since 2015 covering Hankook and Chinese tires. Distributor sales and distribution team of 6 people covering all Syrian provinces and 27 resellers. $6
• Successfully launched local assembly (DKD) of KIA vehicles in Syria in July 2017. Responsible for technical evaluation and production team as well as production quality.
• Launched OEM Oil & Lubricants brand in 2016 to cater for demand in Syria and Iraq. Currently selling to 10 markets in Middle East and Africa generating $1.8M annual sales


Awards
• Ford Regional Customer Service CVP Champions 2008 - Middle East
Our Customer Service team managed to beat regional competition in the first ever Ford Middle East Customer Satisfaction competition on my 2nd year. Based on Ford Motor Company and 3rd Party CSI Data.
• Ford Regional Customer Service CVP Runners Up 2009 - Middle East
Regional #2 in Customer Satisfaction. Based on Ford Motor Company and 3rd Party CSI Data.
• KIA Distributor of the World Award 2010
Recognized by KIA Motors Company for exceptional sales performance and growth in both sales and after sales.
• KIA Regional After Sales Award 2011 - Middle East
Awarded by KIA Middle East for exceptional service process and customer satisfaction improvement results.
• KIA Regional Warranty Award 2011 - Middle East
Recognized by KIA Motors Company for Warranty Management, Auditing and Training.

Main Responsibilities
• Delivering technical and after sales support, business development, and standards audits to Jaguar and Land Rover distributors across the world as part of a 6-man strong global support team.
• Responsible to increase and strengthen right first-time fix, reduce warranty spend, increase customer satisfaction, coach and train distributor staff where necessary and oversee process improvements.
• Responsible to evaluate and coach distributors how to follow OEM standards and also global best practise including customer satisfaction and revenue generation, balancing both.

Achievements
• Successfully delivered assignments to distributors and NSC’s in Western & Eastern Europe, China, Russia, Middle East, Far East, Africa and the Caribbean.
• Increased standards audit results.
• Successfully delivered technical field assistance to critical EU mission in West Africa.
• Implemented processes to reduce warranty spend and increase right first-time fix and customer satisfaction.
• Started up regional technical support help desk in Dubai Regional Office in 2007 for Jaguar Land Rover.

Awards
• Star Performer 2006: Award recognizing employees delivering above expectation to company and client. Signoff from Board of Directors.

Main Responsibilities
• Deliver technical support to Land Rover dealers in Scandinavia and Baltic Countries.
• Monitor Critical issues and liaise with factory for field fix.
• Assist dealer network with hands-on technical assistance when required.
• Implement diagnostic processes on dealer level reducing repeat concerns and increasing right first-time fix and concern resolution.
• Assist NSC with Training Need Analysis from technical support interaction.
• 50+ Dealers across 5 countries

Main Responsibilities
• Team Leader.
• Responsible to guide and support team on technical repair and diagnostic process.
• Close working with sales department for any customer issues.
• Manage full service process from appointment booking, reception, diagnosis and repairing to pricing and warranty submission.

Responsible to guide and support team on technical repair and diagnostic process.
•Close working with sales department for any customer issues.
•Manage full service process from appointment booking, reception, diagnosis and repairing to pricing and warranty submission.