Automotive Customer Quality Manager
Nissan Middle East FZE
مجموع سنوات الخبرة :0 years, 0 أشهر
Support Aftersales Service Managers for better operation.
* Supports dealers in achieving their retail service sales and enduring
profitable growth.
* Analyses dealer service operations and processes, identifies areas in
need of improvement, makes recommendations for Action Plans and
corrections of problems, and ensures implementations of solutions and
their results.
* Business Planning
Agree on Business Plan with Dealers
Educate the Importance of Aftersales Business, if necessary
* Feedback of Dealer Monthly Report
Collect Dealer Monthly Report
Analyse Dealer Monthly Report
Provide feedback of the Analysis Result to Aftersales Service
Managers
Agree on Additional Improvement Activities, if necessary
* Dealer Scheduled Visit
Plan Dealer Visit
Provide feedback of the Analysis Result directly to Aftersales Service
Managers
Follow up the Status of Previously Agreed Activities and Action Plans
Review Dealer Operation
Support Introduction and Implementation Activities Provided by NSC
Agree on Additional Improvement Activities / Action Plans, if necessary
* Conduct Audits for the dealers
AS-DOS ( After Sales- Dealer Operations Standards )
* Support and coach Frontline Staff for service
Conduct on Job training for the SAs if needed
Support Frontline staff with their customer handling skills
Regular observations visit to Assis the aftersales operation and
processes
- Customer Quality
Ensure condition of vehicle is thoroughly checked and discrepancies
noted and communicated to customer while receiving the vehicle; and
record any customer requests.
* Ensure proper delivery of the vehicle to the customer and clearly
communicate to the customer the jobs carried out.
* Qualify and confirm customer complaints and provide advice about vehicle
repair, repair duration and warranty
* Ensure effective personal and telephonic communication with customers
regarding charges, approvals and negotiations.
* Provide estimates of simple repairs to customer and negotiate repair
charges (and service charges, if required)
* Achieved monthly financial targets set for Labour Hours, Parts and other
sales.
* Manage and monitor Work in progress to ensure timely delivery of the
vehicle to customer.
* Ensure customer is reminded about the next service due
* Train new service advisors.
* Handling and resolving customer concerns
Making appointments, processing repair orders, quotes and invoices
* Providing customer support via phone and face-to-face at the dealership
* Qualifying customer problems and logging them for technicians to review
* Ensuring customer approval for all remedial work to be carried out
* Promoting our range of vehicle parts and accessories
* Internal coordination of service work to adhere to commitments made to
customers
* Estimating costs and time for work to be carried out, and maintaining
customer contact to ensure smooth delivery of vehicle
Scheduling and distribution of work to effect maximum output.
* Promote the service through exceptional customer interaction.
* Diagnose vehicles problems and provide the technicians with a suitable
guidelines for the required repair
* Getting warranty approval from the manufacturer company for any parts
required to be changed by providing all the necessary analysis and
reports
Greeting customers and scheduling service appointments
* Ascertains vehicles problems and services by listening to customer's
description of symptoms; clarifying description of problems; conducting
inspections; taking test drives; checking vehicle maintenance records;
examining service schedules.
* Verifies warranty and service contract coverage by examining records and
papers; explaining provisions and exclusions.
* Develops estimates for the cost and time needed for repairs
* Prepares repair orders (RO) by describing symptoms, problems, and
causes discovered, as well as repairs and services required; obtaining
approval signatures; entering RO into service database system.
* Maintains customer rapport by explaining estimates and expected return
of vehicle; obtaining customer's approval of estimates; obtaining and
providing contact telephone numbers; answering questions and concerns;
arranging towing and temporary transportation.
* Maintains automotive records by recording problems and corrective
actions planned.
Training at: Elrawas Company.
January 11- March 11 Training at:
Bachelor's degree in Automotive Engineering
Cumulative Grade: Very Good (75.23%)