SERVICE DIRECTOR
Motors Gate Company
Total years of experience :23 years, 7 Months
• Hires, trains, motivates, and monitors the performance of the service department staff.
• Prepares and administers an annual operating budget.
• Strives for harmony and teamwork within the departments and with all other departments.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Makes customer satisfaction a department priority, ensuring that service personnel are courteous and respectful in their interaction with customers.
• Handles customer complaints immediately and according to dealership's guidelines.
• Expand service network by Sub-dealer concept and build owned workshops.
• Develops dealership service pricing plans.
• Develop service up sales plan (Extend warranty, service package, service financing solutions, service products)
• Review, negotiate and approve service and body business contacts.
Main Achievements in this position:
o Reduce customer complaints pending cases from 106 monthly cases to 15 monthly cases within 1 year.
o Increase service network from 18 to 50 service centers. within 1 year.
o Increase service sales by 200% within 1 year.
o Increase parts sales by 150% within 1 year.
o Reduce repair lead time from 14 days to 3 days.
o Interduce extend warranty program to cover technical failure for 10 years with open milage at the dealer service centers.
o Have ZERO compensation as customer compensation.
• Manage day-to-day sales operation.
• Build a friendly relationship with VIP customers.
• Set customer business strategies.
• Negotiate and close big sales delas with customers.
• Hire, trains, and mentor sales staff.
• Manage parts ordering.
• Set sales target as per parts segments.
• Negotiate with parts supplies for parts cost and allocate quantities.
• Manage the P/L report and guide the team accordingly.
• Manger CSI and staff motivation
Main Achievements in this position:
o Increase monthly sales from 2M to 7M within 1 year.
o Reduce parts stock from 35M TO 20M while increasing the sales performance.
o Increase customer data base from 90 customers to 250 Customer within 1 year.
o Finalizing AC-Delco dealership contract.
• Participates in decisions regarding geographic and outlet expansion with proactive involvement in selection of sites and timely opening of new aftersales outlets.
• Implements company’s policies and procedures regarding Service & Parts Operation.
• Manage parts stock provision, dead stock level, ordering inventory, and supply chain.
• Control expenses by measuring monthly costs against budget and takes prompt remedial action.
• Negotiates and solves customers, productivity, and profitability issues proactively.
• Ensures adequate supply of and operational status of tools and equipment required for the business.
• Coordinate with training department to set suitable training for the staff technical and non-technical to meet manufacturer standers.
• Provides input for the company’s planning process regarding growth opportunities, competition, market trends and pricing.
• Implement incentive schemes that promote achievement of personal goals and company objectives.
• Undertakes prompt communication of franchisor’s instructions on service and product related matters to the Service Department personnel.
Main Achievements in this position:
o Triple the Net profit from 4M to 12M in 3 years.
o Turn around the service profit from a loss of 500k to profit of 700K within 2 years.
o Lead the service team to Isuzu world technical competition held in Japan and run 3rd place.
o Obtain the Gold award of Isuzu service center category.
o Obtain Silver award of Isuzu parts operation.
Addition to above position responsibilities, I run below sister companies operation reporting to Group CEO,
1- General Parts Company. This company specializes on parts wholesales business with different parts brand. (GM, Nissan, AC-Delco, Tinting, and vehicles accessories)
2- General Diesel Company. This company is a dealer for Delphi and Denso companies active in selling and servicing Diesel pumps, injectors and it is related service parts.
• Manage day to day operations.
• Increase service revenue and profitability.
• Manage CSI to a high level.
• Review and approve service contracts with Fleet customers.
• Appraise performance, reward, and discipline service employees.
• Manage the budget and resources allocation to support business functions and operational maintenance.
Main Achievements in this position:
o Increase workshops productivity from 80% to 110% within 1 year.
• Handling service solutions and monitoring the staff's performance.
• Providing the highest quality services for customers.
• Manage the budget and resources allocation to support business functions and operational maintenance.
• Appraise performance, reward, and discipline service employees.
• Ensure to address complaints and resolve problems.
• Involved actively in team effort through routine communication with service branch management.
• Monitor workshop service technicians’ performance with Service managers.
Main Achievements in this position:
o Increasing service sales from 2.5M to 4.5M within 2 years.
o Increasing Service operation National Sustainability score from 36% to 75% within 6 months as per Nissan Company Standards.
o Increase CSI score from 702 points to 749 points within 4 months.
o Handling the GTR project to certify the service centers for GTR service.
o Managing KAIZAN activity (Turn Around Project) for Nissan Global.
• Handling service solutions and monitoring the staff's performance.
• Operate workshop within set expense target.
• Manage sales revenue based on set target.
• Handling customer complaints.
• Evaluate service staff skills and determine required improvement training.
• Coordinate with manufacturer regional office for all service programs bulletins.
• Handling service solutions and monitoring the staff's performance.
• Operate workshop within set expense target.
• Manage sales revenue based on set target.
• Handling customer complaints.
• Evaluate service staff skills and determine required improvement training.
• Coordinate with manufacturer regional office for all service programs bulletins.
• Ensure the availability of tools and equipment’s to avoid delays to work.
• Ensure that all technicians are using Special tools in correct and proper way.
• Analyze current procedures and practices and recommend means for improvement.
• Provide technical assistance and advice to team leader.
• Ensure that all records are informative, accurate and timely.
• Ensures that all health and safety measures are implemented.
• Communicate all Technical issues with TAC (GM Dubai) to report and document all cases.
• Report all Technical issues to TAC (GM Dubai) for future development.
• Report and communicate with TAC for complicated issues requesting Technical Assistance to verify the problem.
• Archives and makes available histories of hard-to-repair vehicles and the solutions used therein.
• Archives and makes available all correspondence from TAC in a central database for easy retrieval and distribution to other branches.
Main Achievements in this position:
o Run one of the best 14 Technical support Engineers for General Motors in Middle east.
To ensure maximum productivity of technicians and quality of workmanship on “first-time-right” basis.
The focus of the position is to ensure optimal manpower utilization and quality of output.
Job responsibility:
The purpose of this position is to carry out diagnosis and repair of vehicle problems correctly the first time through physical inspection and proper use of resources both before and after repairs are made.
The focus of the position is diagnostic accuracy, efficient and effective repair thus facilitating “First time right” repairs.