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Mohammad Rizq, Service Manager

Mohammad Rizq

Service Manager·Motors Gate Company (BAIC & Maxus),

Saudi Arabia

Bachelor's degree, Mechanical Engineering

Work experience

Total years of experience: 8 years, 4 months

Service Manager

December 2022 - Present

Motors Gate Company (BAIC & Maxus),

Jeddah, Saudi Arabia

December 2022 - Present

• Achieved a 40% increase in non-warranty service profitability through strategic KPI-driven workflow optimization and effective team training.
• Enhanced Turnaround Time (TAT) and First-Time-Fix Rate, leading to a 20% boost in Customer Satisfaction Index (CSI).
• Mentored and developed a team of 6 Service Advisors, significantly improving upselling performance and customer satisfaction for BAIC & Maxus clients.
• Implemented 5S methodology in the workshop, resulting in improved technician productivity, operational efficiency, and overall service quality.
• Successfully reduced pending job cards, streamlining service processes and enhancing customer experience.

Company industry:
Automotive Dealership & Distributor
Job role:
Customer Service and Call Center

Workshop Supervisor

June 2020 - July 2022

Joud (GM) Service Center,

Jouf, Saudi Arabia

June 2020 - July 2022

• Led a team of technicians to deliver precise diagnostics and superior repair quality, enhancing customer satisfaction.
• Acted as the primary technical authority, expertly resolving complex electrical and mechanical issues using advanced testing and programming tools.
• Oversaw workshop operations, optimizing workflow and ensuring tasks were completed efficiently and effectively.
• Championed safety and service protocols, fostering a culture of excellence and consistency in repair quality.
• Streamlined inventory management of spare parts and workshop resources, reducing downtime and improving service delivery.

Company industry:
Automotive Repair, Spare Parts, & Support Services

Service Advisor

May 2019 - June 2020

Joud (GM) Service Center,

Jouf, Saudi Arabia

May 2019 - June 2020

• Streamlined the recording and prioritization of daily service requests, enhancing workflow efficiency and ensuring timely repairs.
• Acted as a liaison between customers and technicians, fostering effective communication and expediting vehicle diagnostics and issue resolution.
• Resolved customer complaints with a focus on satisfaction, while meticulously maintaining service records and adhering to company policies.
• Enhanced technical operations by providing critical support to technicians, optimizing repair processes, and coordinating spare parts effectively.
• Developed a proactive approach to service management, contributing to improved customer satisfaction and operational excellence.

Company industry:
Automotive Repair, Spare Parts, & Support Services

Mechanical Maintenance & Operation Engineer

February 2018 - January 2019

Addoha Poultry,

Dammam, Saudi Arabia

February 2018 - January 2019

• Directed a team of 25 technicians, significantly improving production line efficiency and maintenance protocols.
• Oversaw the operation of essential equipment such as pumps, compressors, and generators, ensuring peak performance and reliability.
• Applied expertise in electrical and control circuit diagnostics to swiftly identify and resolve technical issues, enhancing service delivery.
• Proactively managed emergency responses, implementing effective strategies that reduced downtime and boosted overall productivity.
• Ensured meticulous calibration of equipment, contributing to operational excellence and compliance with industry standards.
• Fostered a culture of continuous improvement and teamwork, aligning team goals with organizational objectives for enhanced service management.

Company industry:
Animal Production
Job role:
Engineering

Automotive Technician

July 2017 - January 2018

Ministry of Public Works & Housing,

Amman, Jordan

July 2017 - January 2018

Company industry:
General Engineering Consultancy

Education

Tafila Technical University

January 2017

January 2017

Bachelor's degree, Mechanical Engineering

Jordan

GPA (percentage): 62%

GPA (percentage): 62%

Skills

ERP Systems (Oracle, AS400)
Expert
ERP Systems (Oracle, AS400)
Expert
Data Analysis
Expert
Data Analysis
Expert
Preventive & Corrective Maintenance
Expert
Preventive & Corrective Maintenance
Expert
Team Leadership
Expert
Team Leadership
Expert
Electrical Diagnostics
Expert
Electrical Diagnostics
Expert
Team Building
Expert
Team Building
Expert
Performance monitoring
Expert
Performance monitoring
Expert
COMPLIANCE REPORTING
Intermediate
COMPLIANCE REPORTING
Intermediate
ELECTRICAL DIAGNOSTICS AND REPAIRS
Intermediate
ELECTRICAL DIAGNOSTICS AND REPAIRS
Intermediate
ENTERPRISE RESOURCE PLANNING
Intermediate
ENTERPRISE RESOURCE PLANNING
Intermediate
FLEET MAINTENANCE
Intermediate
FLEET MAINTENANCE
Intermediate
MANAGEMENT
Expert
MANAGEMENT
Expert
MECHANICAL ENGINEERING
Intermediate
MECHANICAL ENGINEERING
Intermediate
SALES
Intermediate
SALES
Intermediate
AutoCAD
Intermediate
AutoCAD
Intermediate
Customer Support & Issue Resolution
Expert
Customer Support & Issue Resolution
Expert
Profitability Growth & Revenue Optimization
Expert
Profitability Growth & Revenue Optimization
Expert
BUSINESS PROCESS IMPROVEMENT
Intermediate
BUSINESS PROCESS IMPROVEMENT
Intermediate
CERTIFIED PLANT MAINTENANCE MANAGER
Intermediate
CERTIFIED PLANT MAINTENANCE MANAGER
Intermediate
COST CONTROL
Intermediate
COST CONTROL
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
MENTORSHIP
Intermediate
MENTORSHIP
Intermediate
MICROSOFT TEAMS
Intermediate
MICROSOFT TEAMS
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
PREVENTIVE MAINTENANCE
Intermediate
PREVENTIVE MAINTENANCE
Intermediate
TEAMWORK
Intermediate
TEAMWORK
Intermediate

Languages

Arabic

Expert

English

Expert

Training and Certifications

Certifications
Toyota Service Adviser TSA21
Toyota Service Adviser TSA21