Technical Advisor
Toyota Egypt
Total years of experience :12 years, 10 Months
Providing the customer with an excellent customer service to reach his delight and peace of mind help me to enhance my technical, warranty, service and parts synchronization knowledge, customer complain handling, time management skills beside issuing reports, data analysis and computer skills.
Job duties:
• Confirm & reproduce the symptoms with the customers and write it down in the dedicated area at reception process.
• Involve in the diagnosis with the WS staff & In case of stop process or warranty Issuing RSR or DTR to the TSD.
• Maintain the warranty procedures to be followed according to TMC/TE requirements and rules.
• As a quality gate final confirmation with the customer to insure his satisfaction during the delivery process.
• Manage the FIR visualization tools & In case of Non-FIR cases investigate and break down the root causes by area to develop the countermeasures for each case and share it with the WS staff.
• Improve the technicians' technical skills through involving in diagnosis and repairs and ensuring that all the technical information is properly delivered to all the Service staff and all is done according to standard.
• Implement and develop the Time Management in the workshop which reflects on the workshop daily KPIs such as Productivity, Utilization, Efficiency, Idle hours and Availability at the end as well.
• Monitor the daily, weekly and monthly WS KPIs to get any irregularities and prepare an action plan in cooperation with the service staff to take quick decisions for it.
Achievements:
• Being in direct contact with the F.O.D, T.S.D and T.D allow me to get the standards starting from the Facility Planning, Tools and Documents till the skills needed from the technicians and make a quick SWOT analysis.
• Raise the E.M evaluation from 51% to 79% through two months by the implementation of the standards only.
• Coop with the E.M Team Leader, S.As and Controller to apply the JPCB to track the E.M KPIs daily like the Production, Lead Time and on time delivery rate and create an audit sheets to sustain the advance.
• Participate in the modification of the SOP of the N.G Corolla related to how, who and when to change the brake fluid.
• Create a specialized SOP for the crowded SC with a little facilities to shorten the lead time as possible.
Achievements:
• Persuade the CEO to get the latest versions of Automotive Diagnostic Software ALLDATA®, MITCHELL®, Autodata®, Tolerance Data® to encourage No repair without Repair Manual.
• Generate the spirit of working by hands in the engineer officers with the technicians besides leading them to balance their theoretical knowledge and practical experience.
• Convert the workshop from 5 teams of officers and technicians to a one big team working together and having the belief of all is learning all the time.
• Create a new system for the new Armored and Non Armored vehicles by an excel sheet with their periodic maintenance, repair history and personal information about the vehicle to appraise the performance of our workshop persons and the vehicles drivers.
• Create 2 hours weekly for technicians to learn English and something new in the automotive technology.
• Make a program of training for fresh engineer officers and technicians to qualify them for the electrical, electronic and control systems in the vehicle.
• Familiarize them with using Repair Manuals to understand the systems to overcome the electrical problems.