service operations manager
Al Kathiri Motors
Total years of experience :9 years, 9 Months
Manage and oversee operations of 7 Service & body shop centers across KSA
Assist the after sales Manager to set up mega workshops in the country as well as assist with expansion plans in the region.
Set warranty PP and implement it
Hire, trains, motivates
Report to top management on overall efficiency and performance of centers
Set goals and objectives for after sales department.
HIRES, TRAINS, MOTIVATES, COUNSELS AND MONITORS THE PERFORMANCE OF ALL SERVICE DEPARTMENT STAFF.
• Forecasts goals and objectives for the department and strives to meet them.
• Hires, trains, motivates and monitors the performance of all employees.
• Directs and schedules the work of all employees.
• Establishes and maintains good working relationships with insurance adjusters.
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Implements aggressive marketing plan to increase body shop business.
• Gives fair estimates on costs and time required for body work.
• Follows up on parts department orders to ensure parts availability.
• Monitors progress and completion of vehicles in the shop, ensuring that proper repair and safety procedures are followed.
• Handles customer complaints immediately and according to dealership's guidelines.
• Prepares final billing for completed repair orders.
• Managing warranty work in all service centers.
• Handling MCI cases
• Maintains reports required by after sales manager
Forecasts goals and objectives for the department and strives to meet them.
Hires, trains, motivates, counsels and monitors the performance of all service department staff.
Maintains reporting systems required by national service manager.
Handles customer complaints immediately and according to dealership's guidelines.
technical support to all service centers in KSA
supervising warranty work in all service centers in KSA
direct communication with the manufacturer (warranty policy - after sales training policy)
Ensure the implementation of service & warranty standards.
Lead the continuous improvement in service process to support CSI improvements
Take the voice of customer to concerned functions to improve customer related issues.
Respond to customer inquiries on the telephone, online, and in person Schedule appointments based on the availability of resources to perform the repairs. Write up repair orders to accurately reflect the customers’ concerns and requests Perform general diagnosis of complaints through observation and questioning Recommend needed services to customer based on time, mileage, and observation Prepare accurate repair estimates and obtain customer approval to proceed with repairs. Notify the customer of repair progress Verify the completion and accuracy of repairs and bills.
Ensure that the quality of all services provided in the workshop conform to the global and dealer standards. Monitor manpower utilization and actual expenses incurred to control the expenses within approved budgets and ensure full utilization of manpower. Conduct analysis of workshop performance, actual expenses and productivity to find the areas of improvement and implement appropriate actions. Provide guidance to technicians to resolve technical issues faced by them with proper solutions as per recommended procedures. Plan and organize training programs for technicians to refresh and update their knowledge and skills as per latest developments in technology. Supervise the activities in progress in the workshop to ensure smooth workflow to meet the vehicle delivery schedules. Ensure full utilization of workshop facilities and manpower
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