Service Reception Manager - JLR and Ford
Al Tayer/ Premier Motors
Total des années d'expérience :6 years, 6 Mois
- Review progress of service jobs on a daily basis to ensure timely and quality of interaction with customers. Resolve any critical issues or problems
- Personally handle sensitive and critical customer cases and ensure complete satisfaction. At the same time provide the required leadership to service advisors in handling such cases.
- Maximize the hours sold per repair order through daily monitoring of service advisor performance and personal intervention when required.
-Implement and monitor daily service advisor KPIs and financial targets.
- Ensure all front line personnel are up to date with required training (technical and behavioral) for quality and speed in attending customers.
- Follow-up and resolve specific customer complaints logged through internal company log and from principals.
- Establish proper control on goodwill repairs and recommend cases for after warranty adjustments to principals through warranty department.
- Attending all customers complains and comments.
- Creating strong customer - company relation and trust, by handling each customer as a VIP and give him the feeling of ownership of the place in a friendly professional way.
- Up sell our services and minimizing cost as to reach hire revenues.
- Conducting regular Team (stuff) meeting thus building team spirit, solving common issues, giving on job training, and synchronizing the work flow with time.
- Continuous supervision on the Service Advisers team ( CSI % ), also the technician's efficiency.
- Communication with the factory for the special customer cases and goodwill request.
- As a Reception in Charge service advisor in Ferrari and Maserati, skills like V.I.P customer handling, and handeling bigger responsibilities, where developed extensively, this plus full reception/workshop operation ( all the roles of a: service advisor, retail & warranty costing clerk, office operations supervisor, cashier, accountant, technical jobs allocation to the technicians, work floor supervision, test driver are carried out by me).
-Professional communicating with the factory in Italy through internet based “Modiscs Tool“( B.O.L, R.O.L, tickets, and service entries, requesting warranty approvals, and asking technical support).
-Generating profit reports and technicians efficiency reports of the facility, following up with logistic control for parts movement and acting upon its status.
As a service advisor I have roles like customer complain capturing, technical data entry, customer negotiations and relieving his apprehensions, writing technical WAR reports, sometimes also pre-testing with the customer, final testing, using the CONSULT II diagnostic tool, job allocation on technicians, and preparing est. charges with how critical is the pending jobs to the vehicle.
- As a service advisor engineer, I was responsible for vehicle data entry, customer follow up and primary Diagnosis for the customer complains, and making my costumers happy in all cases.
- As a workshop engineer, I was responsible for, vehicles distribution on the winches, labour supervision, QC, and PDI (Pre Delivery Inspection)
This gave me very good experience for team play and supervision.
technical and practical experience on vehicls construction.
Overhault: x3 V6 engines, x2 in-line engines, x2 GB, x1 AT, with removing and installing.
-knowledge and design of all mechanical and electrical parts of vehicle components . -knowledge of new technologies in vehicle . -environmental solutions and techniques form vehicle point of view. -workshop management and sales courses where also given. - graduation project in “HYBRID electric VEHICLES”, and appreciation (Distinction) in it.