Automotive Aftersales Manager
HGB group, Stellantis
Total years of experience :14 years, 2 Months
Taking over the responsibility of a branch that combining two American brands "FORD & LINCOLN" and "JEEP, DODGE, and CHRYSLER", service and parts.
My main KPIs are bottom line achievement, customer satisfaction, and business grow up, by making sure to hire the qualified staff, train them and monitor them, also implementing the company policy and processes.
Reporting to the GM of the group.
Report to the Service Manager about over-all reception activities on daily basis.
Implement various activities in the reception.
Allocate jobs correctly to service advisors to achieve maximum reception utilization.
Analyze reception productivity reports and take corrective action for improvement.
Conduct daily and weekly meetings of service advisors and allocate duties and responsibilities.
Prioritize “Back Jobs/Repeated repairs” & liaise with the Workshop for corrective actions.
Analyze CSI reports & find solutions to resolve the complaints in consultation with the Service Manager.
Establish new customer relationships and maintain rapport with existing/fleet customers.
Analyze the performance of service advisors and review results with the Service Manager for improvement and appraisals.
Maintaining & overseeing customer service levels performance and analysis.
Conducting audits& creating action plans to improve customer experience.
Ensure that staff & Procedures are in consistent adherence to principle’s corporate identity & operations standard.
Report to the Service Manager about over-all reception activities on daily basis.
Direct all operational aspects including distribution operations, customer service, and workshop,
Assess local market conditions and identify current and prospective sales opportunities,
Meet goals and metrics,
Manage budget and allocate funds appropriately,
Bring out the best of branch’s personnel by providing training, coaching, development and motivation,
Locate areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities,
Share knowledge with other branches and headquarters on effective practices, competitive intelligence, business opportunities and needs,
Address customer and employee satisfaction issues promptly,
Stay abreast of competing markets and provide reports on market movement and penetration.
• Receive customers and their vehicles in a friendly and professional manner.
• Discuss and confirm their requirements and take responsibility for the vehicle during its time at the Retailer.
• Confirming of problems symptoms with customer at reception process.
• Clearly write down the problem symptoms in the dedicated area on Repair Order.
• Liaise effectively with the Customer Appointments Controller and Parts Department.
• Involved in diagnosis for sophisticated symptoms.
• Monitoring the technicians during repairs.
• Ensure that proper use is made of technical information and that it is maintained up to date.
• Ensure that the authorization of warranty and goodwill is given strictly in accordance with the manufacturers program
• Ensure all relevant warranty parts are cleaned, drained and returned to the Parts Dept.
• Clearly write down all diagnostics results on the repair order
• Communication with Technical Support Department in cases of stop process
• Final check after repairs have been completed
• Ensure that requested work is completed on time and to the expected standards.
• Final confirmation with customers and insure customer satisfaction.
• Helping new service advisors to understand their duties and responsibilities.
• Acting as service supervisor if he is not in duty.
.• Receive customers and their vehicles in a friendly and professional manner.
• Discuss and confirm their requirements and take responsibility for the vehicle during its time at the Retailer.
• Confirming of problems symptoms with customer at reception process.
• Clearly write down the problem symptoms in the dedicated area on Repair Order.
• Liaise effectively with the Customer Appointments Controller and Parts Department.
• Involved in diagnosis for sophisticated symptoms.
• Monitoring the technicians during repairs.
• Ensure that proper use is made of technical information and that it is maintained up to date.
• Ensure that the authorization of warranty and goodwill is given strictly in accordance with the manufacturers program
• Ensure all relevant warranty parts are cleaned, drained and returned to the Parts Dept.
• Clearly write down all diagnostics results on the repair order
• Communication with Technical Support Department in cases of stop process
• Final check after repairs have been completed
• Ensure that requested work is completed on time and to the expected standards.
• Final confirmation with customers and insure customer satisfaction
.
Bachelor's degree from Helwan university in Egypt, Major in Automotive.