Senior Service Manager
AAA Carolina Automotive (auto club group)
مجموع سنوات الخبرة :31 years, 5 أشهر
Senior level manager overseeing a large automotive service facility in the Charlotte, NC region with 130 tow trucks (Emergency Response Services) operating 24 hours a day 7 days a week with state of the equipment and machinery.
Manage a large staff of supervisors, accountants, master technicians, A, B, C & GS technicians through daily reporting and precisely measured KPI process.
In charge of and member of elite senior managers group responsible for all strategic decision, planning, forecasting and future expansion process.
Member of strategic top senior manager group involved in current and future automotive software upgrade needs and tablet utilization.
Directly supervise all new facility construction from blue print design to recruiting, interviewing managers selection to grand opening point and beyond of business development.
Serve as a senior point of escalation to all retail, fleet and corporate clients needs
Designed and implemented safety program enforcement with safety goggles and chained service bays area in order to protect all working technicians in service bay work areas.
A liaison / acting officer within AAA of the Carolinas and OSHA (Occupational Safety and Health Act)
Poses a high automotive technical knowledge and expertise (A level) involving parts, service and sourcing
Oversee pre-owned vehicle reconditioning and PDI program and procedures and quality control assurance.
Leading part of automotive media literature marketing and design committee.
Managed an efficient and profitable service through productive staffing, client retention, cost controls, achievement of objectives, and maintenance of all service records. Managed schedules to ensure appropriate distribution of technicians’ time and their productivity. Focused on delivering exceptional client experience through successful and timely completion of their car service and reduced clients’ complaints. Conducted periodic spot checks of completed tasks and projects for detail and quality.
Supervised a team of automotive technicians and recruiting process of new hires.
Coordinated automotive technical team, as well as the team of service consultants and managers to provide the best performance and increase productivity.
Contemplated several computer diagnostic solutions for the clients’ current vehicles in the service area and identified as well as recommended available solutions and options.
Conducting quarterly audit within facility and others to ensure compliance with Company rules and policies.
Provided comprehensive employee training, performance evaluations and ongoing coaching and mentoring which contributed to promoting employees to assistant managers and or lead employees/technicians.
Provided support to all employees by solving issues and or concerns.
Kingdom Maintenance Director & Procurement Board Member
Alissa Holding Group Company
Riyadh, KSA
Jan 2013 - June 2013
Toyota City USA - Charlotte, NC
Dec 2011 - Dec 2012
Assistant After sales Service Director
* Participate in rapid response management intervention CSI/CSS score boost (currently 96.3 %)
* Manage a technical staff group of 130 ( 7 Team leaders, 9 Express lane junior technicians, 8 Used vehicles reconditioning, 8 Lane porters, 88 Technicians and 10 Advisors)
* Created a group system with rotating staff availability to maximize profit and exceed monthly budget targets
* Lead all training events and comply with Toyota Super Store requirements
* Directly involved in APPLE IPAD2 ADP repair order launch (first in USA)
* Manage work flow, estimates, sales and shop operations plus resolve customer concerns
* Facilitate & complete Toyota parts shortage in March, April & May 2012 through approved import channels
* Created workplace activities such as Lunch & Learn to support employee productivity and satisfaction
Sumitomo USA - TBC Shared Services - Charlotte, NC
Jan 2001 - Dec 2011
Aftersales Service Manager, Aftersales General Manager, Aftersales Group Manager
* Managed a large staff up to 116 employees ( 15 Store Managers, 15 Service Managers, 60 ASE Certified Technicians, 20 Service Advisors, 6 Porters)
* Reduced customer complaints by creating a daily call back system and problem solving matrix
* Managed multiple units as a Group Manager and rapid sales of instant 40% within 30 days cycle
* Created customer appointment tracking system and launched service reminder alert system
* Responsible of TNT sales training weekly basis for the State of NC District
* Mentor all Manager in training new hires under a 30 day fast track plan to branch lead
* Top performer and a lead in marketing and monthly promotions MIB
* Added several Automotive services to menu of sale resulting in increase of revenue
* Directly involved in new construction, design, certification and remodeling of all 32 automotive locations
* Supervised Launch of AS400 point of sale
Computek Inc - Charlotte, NC
Jan 1993 - Jan 2001
Sales Executive, Service Manager, Director of Operations & Partner
* Conducted B2B sales transactions and provided estimates for all in-vehicle custom built computer terminals and laptops
* Improved customer service by adding 2 technicians to our assembly line resulting in expediting orders turnaround time
* Record sales after 35 days of joining Computek Inc resulting into a promotion to Service Manager Position
* Expanded showroom to include interactive terminals
* Organized weekly meeting to address all service/sales concerns and improve workflow process
* Mentor and train new hires
* Constructed an onsite location for one our major accounts for rapid intervention and immediate system support
* Added several services to menu of sale resulting in increase of revenue
* Directly managed day to day operations and a staff of 38 technical staff members (8 Sales Executives, 2 Warehouse managers, 3 Delivery Drivers, 1 Secretary, 18 Assembly Line technicians and 3 Microsoft & Networking Engineers plus 3 Automotive Electricians / installers)
CENTRAL PIEDMONT COMMUNITY COLLEGE 1992 Charlotte, North Carolina, USA * Business Law * International Business Law * English * Business Management * Hospitality Management