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mutasem eltayeb, Service Manager

mutasem eltayeb

Service Manager·Saleh Al-Hamad AL-Mana Co. (Nissan

Qatar

Diploma, Mechanical And Electrical Engineering

Work experience

Total years of experience: 15 years, 6 months

Service Manager

January 2021 - Present

Saleh Al-Hamad AL-Mana Co. (Nissan

Doha, Qatar

January 2021 - Present

• Operational Excellence & Quality: Spearheaded daily workshop and service
operations, successfully aligning local processes with strict international
manufacturer standards; proudly led the team to secure the Gold Level Achievement
in Nissan Dealers standard program (NDSP).
• Lean Implementation: Successfully applied Lean Principles across workshop layouts
and workflows, eliminating operational bottlenecks, reducing vehicle turnaround
time, and boosting overall Workshop Efficiency and Productivity.
• Financial Control & Cost Optimization: Engineered and executed strategic cost
reduction initiatives that decreased operational expenses without compromising
strict brand service benchmarks.
• Performance & KPI Management: Established rigorous monitoring systems for key
performance indicators (KPIs), significantly increasing the Fix-It-Right (FIR) rate
and optimizing labor utilization across multi-cultural technician teams.
• Supply Chain Mitigation: Collaborated closely with the parts department to manage
inventory flow and streamline distribution, successfully mitigating parts shortage
impacts and decreasing customer waiting times.

Company industry:
Automotive Dealership & Distributor

Reception Supervisor

January 2018 - December 2020

Saleh Al-Hamad AL-Mana Co.

Doha, Qatar

January 2018 - December 2020

• Frontline Leadership: Directly supervised, coached, and mentored the service
reception team, ensuring absolute adherence to corporate procedures, service
delivery standards, and brand values.
• CSI & Retention Drive: Revamped customer handling processes at reception, which
directly resulted in enhanced customer feedback, maximized Customer Satisfaction
Index (CSI) scores, and improved long-term retention.
• Escalation & Resolution: Acted as the primary escalation point for complex
customer grievances, utilizing advanced negotiation and problem-solving skills to
resolve conflicts swiftly while safeguarding dealership reputation.

Company industry:
Automotive Dealership & Distributor

Service Advisor

January 2014 - January 2017

Saleh Al-Hamad AL-Mana Co.

Doha, Qatar

January 2014 - January 2017

• Customer Consultations: Acted as the primary brand ambassador, managing
customer welcomes, scheduling, and conducting comprehensive initial vehicle walk
arounds and diagnostic troubleshooting.
• Upselling & Revenue Generation: Translated technical vehicle diagnoses into clear,
value-driven explanations for customers, preparing accurate repair estimates that
consistently achieved and exceeded monthly labor and parts upselling targets.

Company industry:
Automotive Dealership & Distributor

General Supervisor

January 2010 - December 2012

Maysour Trading & Technical Services,

Doha, Qatar

January 2010 - December 2012

• Service Delivery: Managed operational requests and customer inquiries, enforcing
high-quality service execution and prompt turnaround times.
• Policy Balancing: Exercised strong decision-making skills to balance strict company
commercial policies with strategic actions required to secure long-term customer
loyalty.

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

Customer Service Representative

January 2009 - January 2010

Investment & Industry Development Co. Ltd

Khartoum, Sudan

January 2009 - January 2010

• Resolved complex service issues by conducting root-cause analysis on customer
complaints, ensuring optimal and sustainable solutions.

Company industry:
Banking

Education

Sudan University of Science & Technology

January 2009

January 2009

Diploma, Mechanical And Electrical Engineering

Sudan

Skills

People Skills
Expert
People Skills
Expert
Data Entry
Expert
Data Entry
Expert
Reporting Skills
Expert
Reporting Skills
Expert
Organizational Skills
Expert
Organizational Skills
Expert
Print On Demand
Expert
Print On Demand
Expert
team player
Expert
team player
Expert
time management
Expert
time management
Expert
problem solving
Expert
problem solving
Expert
Microsoft office applications
Expert
Microsoft office applications
Expert
leadership skills
Expert
leadership skills
Expert
AUTOMOTIVE INDUSTRY
Intermediate
AUTOMOTIVE INDUSTRY
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
LEAD TIME REDUCTION
Intermediate
LEAD TIME REDUCTION
Intermediate
LEAN MANUFACTURING
Intermediate
LEAN MANUFACTURING
Intermediate
LOGISTICS
Intermediate
LOGISTICS
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
OPERATIONS MANAGEMENT
Intermediate
OPERATIONS MANAGEMENT
Intermediate
STRATEGIC LEADERSHIP
Intermediate
STRATEGIC LEADERSHIP
Intermediate
Data Entry
Expert
Data Entry
Expert
Reporting Skills
Expert
Reporting Skills
Expert
Organizational Skills
Expert
Organizational Skills
Expert
Print On Demand
Expert
Print On Demand
Expert

Languages

Arabic

Expert

English

Expert

Hobbies and interests

social media