Workshop Manager
Universal Motors Agencies
Total years of experience :15 years, 5 Months
Workshop Manager, Taif, Saudi Arabia (Jun 2014 - May 2021)
• Directed operations across repairing applications and rebuilding activities, vehicle operations and resolving automobile problems with immense ability to ensure seamless continuity in business.
• Spearheaded the workshop, streamlined movement, and consistently ensured that all jobs were allocated in a systematic process to achieve operational excellence.
• Diagnosed Vehicles by following SBD chart (strategy-based diagnostics), reading wiring diagram, following electronic service information (eSI) procedure, GDS and using scan tools MDI and Tech 2.
• Managed activities related to obtaining pre repair approval on warranty and goodwill, creating product quality reports, and creating technical assistance cases with technical team for unsolved cases.
• Made vital inputs to the service team to improve team performance, thereby improved results of customer satisfaction NPS, productivity and to fix the vehicles from the first visit (FIRFT).
• Consistently achieved the goals and developed trust with customers with almost zero come back and most of the team won General Motors' awards.
• Established workshop KPI's and monitored daily work in progress with the accountability of preparing budgets, and vehicle throughputs, customer relation and retention and loyalty programs.¬¬
• Built repeat business and customer loyalty by ensuring highest quality repair status; educated and provided solution to complex problems to customers on technical issues as well as vehicle operations.
• Coordinated with various personnel and ensure customer satisfaction, maintained workshop’sequipment/Lifters with the regular maintenance to avoid break downs.
• Scheduled all activities in assistance with service personnel and reviewed employee performance on a regular basis to monitor the performance and realize performance potential.
• Ensured high level customer satisfaction whilst managing and monitoring workflow in workshop.
• Efficiently maintained documentation, including technician’s efficiency, productivity reports, repeat repair jobs(Avoidable and nonavoidable comeback jobs), product Information, PIR (product information reports), pre repair authorization requests andshort as well as long terms action plans for repeat repairs.
Workshop Supervisor, Jeddah, Saudi Arabia (Sept 2011 - Jun 2014)
• Supervised workshop activities with team consist of three groups and each group with four to five technicians, quality controller and team leader in the main branch.
• Facilitated high level of support, advice, illustrated the latest technical information and updated from the manufacture to the team members, coached the team with a very good leadership skill.
• Monitored and analyzed the reason for comeback cases and developed action plan in short term and long term to minimize the comeback cases to reach to zero come back.
• Troubleshot and diagnosed problems encountered in vehicles with the accountability ofadvisingTechnicians as well as informing customers about the issue and estimated time for delivery of vehicle.
• Made vital efforts in ascertaining that the department is adequately staffed to achieve objectives, and that technicians are aware of procedures for using new products and equipment.
• Maintained good relationships with customers and managing entire after sales service and customer care operations with a view to achieve business objectives and ensure top line and bottom-line profitability.
· Supervised workshop activities with team consist of three groups and each group with four to five technicians, quality controller and team leader in the main branch.
· Facilitated high level of support, advice, illustrated the latest technical information and updated from the manufacture to the team members, coached the team with a very good leadership skill.
· Monitored and analyzed the reason for comeback cases and developed action plan in short term and long term to minimize the comeback cases to reach to zero come back.
· Troubleshot and diagnosed problems encountered in vehicles with the accountability of advising Technicians as well as informing customers about the issue and estimated time for delivery of vehicle.
· Made vital efforts in ascertaining that the department is adequately staffed to achieve objectives, and that technicians are aware of procedures for using new products and equipment.
· Maintained good relationships with customers and managing entire after sales service and customer care operations with a view to achieve business objectives and ensure top line and bottom-line profitability.
Service Engineer- Mazda (Jan 2010 - Sep 2011)
• Assisted technicians in diagnosing, using scan tools (OBD2) and road test vehicles with technicians.
• Consolidated monthly workshop reportson vehicle reporting, retention, progress trends and customer education.
· Contributed to the operation effectiveness, monitored the workshop load, prioritized, dispatched work for the shop and communicated with service advisors, shop Forman to enhance workshop productivity and CS I.
Bachelor of Mechanical Engineering – Production, AL-Balqa Applied University, Amman, Jordan, Jun 2005.
Diploma in Automobile, Al-Balqa Applied University, Amman, Jordan, Jun 2000.