Business Head | Aftersales - Aftermarket
Al Fahim Group
Total years of experience :16 years, 6 Months
Joined the organization as National Aftersales Manager, moved on upward career trajectories, to merit promotion to the position of Business Head for the Automotive Aftermarket Division.
Notable Achievements :
Instituted a new business model for Bosch in UAE which augmented market share/demand for Bosch Products & Services and propelled in-country business by 12 million AED (total turnover 175 mil AED) in 2018 considering last 5 years average turnover. The End-User oriented model resulted in more brand visibility and 15% increase in Customers Satisfaction Index (CSI)
Revolutionary development plan in the Aftersales Business which resulted in a total of 8 owned service locations focusing on state-of-the-art world class automate services (BCS) targeting mainly European vehicles (Mercedes, BMW, Audi, Porsche) In addition, it also operates 2 Mega Diesel Workshops (BDS) catering to the Commercial Vehicle, Heavy Equipment and Marine Segments. On the top of that, there are 40 Bosch Franchised Service Locations throughout the UAE is also performance managed through in 2018.
Registered Aftersales (Services Business) growth of 15% compared to the last 5 years by increasing the cash sales and up-selling.
Revamped warranty process and implementation in UAE, thereby enhancing the warranty experience in doing so protected the S-Parts business from the parallel import.
Entrusted with new pricing decisions, envisioned pricing correction and repositioned the products and services against competitors which resulted in 25 to 30% margin growth whilst sustaining the market share growth.
Played a key role in augmenting Net Profit Growth - a whopping 13% upsurge than the last 5 years average.
Authored forward-thinking revenue generating marketing plans, tactics, strategy as well as the marketing budget for aftermarket operations for 2018. Enabled CME to achieve overall 11% growth with 23% less marketing budget than 2017 via effective planning & implementation.
Notable Achievements :
Accredited with Best Aftersales Award in the MENA region as per 2017 audit report by the Principle.
Awarded for the Best Sales Growth Spare Parts Sales in the Middle East & Africa Region by Bosch in 2017
Awarded for the Best Sales Growth Accessories Sales in the Middle East & Africa Region by Bosch in 2017
Responsibilities:
1. Steered operational efficiency across all activities ranging from managing stock levels, availability, the value of parts, original equipment, and special tools. Monitored service levels and optimum utilization for service bookings.
2. Proven evidence of delivering state of the art solutions to ever-evolving and often unpredictable business issues in the sector.
3. Established service strategy, prepared annual service targets; agree budgets in conjunction with the Sales Manager related to after sales service for outlets within his purview.
4. Endeavored to maintain an astute balance of resource allocation and cost. Controlled resources and utilized assets and maximized profitability through the effective sale of labor, parts & accessories.
5. Reviewed Customer Satisfaction Index (CSI) scores, analyzed root causes and recommended action plans to boost performance and customer satisfaction.
6. Promoted a culture of continuous improvement, conducted regular performance reviews, coached, counseled, provided support and necessary tools to empower the team to accomplish their tasks efficiently.
7. Partnered with HR department/senior manager for recruitment, encouraged/assisted team members to achieve goals.
Joined the group as Regional Manager during the JV between Zubair Group & AlShanfari Group to create Dhofar Automotive LLC, moved upward to be heading different divisions within the organization to merit being the Branch-in-charge of the first, and biggest interactive aftersales facility for FCA in the middle east.
Notable Achievements :
Hand-selected as the Branch In-Charge for Dhofar Automotive Main Service Facility in the Capital Muscat, the first and biggest Service facility for FCA in the Middle East, only to become the leader of all Service Centers in Dhofar Automotive LLC.
Awarded for the Best Customer Service in GCC 2016 by FCA (Chrysler Middle East).
Developed control sheets in Dhofar Automotive service centers enabling enhanced monitoring and control of operations.
Responsibilities :
Directs and coordinates activities concerned with the acquisition of automotive equipment and operation and maintenance of automotive fleet repair and storage facilities by performing the following duties personally or through subordinate supervisors.
Coordinates activities of personnel conducting research and testing program on automotive equipment considered for acquisition based on such factors as operational performance, costs of operation and maintenance, operational safety, and compliance with environmental laws and regulations.
Reviews and submits staff proposals for modifications to vendor or manufacturer.
Directs procurement of all types of company-owned and operated automotive equipment and materials, supplies, and parts required to maintain automotive equipment, garages, and storage facilities.
Coordinates automotive repair and maintenance services to obtain maximum utilization of automotive equipment and prevent operational delays in other departments.
SUPERVISORY RESPONSIBILITIES
Manages the employees in the Automotive Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Notable Achievement :
Created history - for the first time in Dhofar Automotive, established synergistic relations with most of the big accounts in Oman including Military Oman Arab Bank, Oman Tell, NAWRAS, CAT & Oman Airports Management Company provided sales & after-sales contracts as well as special & modified vehicles locally in our modifications Center or special needs such as Money Transfer, Mobile Services & Rescue Vehicles with full equipment.
Responsibilities:
1. Responsible for managing key accounts, maintaining a long-term relationship with accounts and maximizing sales opportunities within them.
2. Playing an integral role in new business pitches and hold responsibility for the effective on-boarding of new clients.
3. Responsible for the development and achievement of sales / and aftersales through the direct sales /and aftersales channels.
4. Focusing on growing and developing existing clients, together with generating new business.
5. Write business plans for all current and opportunity tender business.
6. Acting as the key interface between the customer and all relevant divisions and disciplining employees; addressing complaints and resolving problems.
Notable Achievements:
Served as an astute, analytical, visionary change agent, utilizing the bottom-up approach in the management of change, when I first join Dhofar Automotive LLC.
During decentralizing (management change) - JV between Zubair Group & AlShanfari Group to create Dhofar Automotive LLC recognized opportunities for development and facilitated Sales & Aftersales team’s growth by developing training plans, thereby raising performance levels of the team & branches of Zubair Enterprises Northern "Northern Region Dealer" - registered 93% of improvement.
Spearheaded 4 Branches full operation Sales & Aftersales initiatives.
Enforced management change across the Northern region, facilitated decentralizing right from planning, implementation to successful execution.
Partnered with the marketing department in organizing Road Show for 2 days in 2 different regions to launch 200C Chrysler' new model for the first time in the region & to promote current Models, which recorded 150 test drive & led to increase sales in the following months by almost 30% compared with the sales rate achieved during the last year same quarter.
MOBICA was established in 1976 with one factory at Abou Rawash industrial zone. In 2004 Mobica's industrial base had been expanded to include 15 factories occupying an area of 280, 000 m². The factories and commercial offices of MOBICA Group employ 2400 professional engineers, technicians, skilled workers, marketing, sales, and management members.
MOBICA for Advanced Industries Co. (Automotive Manufacturing), Egypt. (India Joint Ventura). It owns 2 manufacturing units in Egypt & Italy, supplying to Automotive Manufactures in Egypt, Africa, China, India & Germany (BMW, Mercedes Benz, General Motors, Jeep, Nissan, Toyota, Suzuki, Mahindra, BYD CHANA, etc.)
Started as Quality Control Engineer for the assembly manufacture, determined quality improvement parameters by identifying statistical methods relevant to manufacturing processes and bagged promotions to become the Business Unit Manager for 2 manufactures (Nissan & Suzuki).
Designation Chronology:
• March 2010 - Feb 2012: Business Unit Manager (Nissan & Suzuki)
• August 2009 - February 2010: Quality Control Engineer (Assembly Manufacture)
Notable Achievements:
• Successfully managed the localization of 6 projects in the automotive manufacturing field leveraging the localization systems of each related company. (Wrangler - J3, Chana - V101, Nissan Sunny - N16, Nissan X-Trial - T30, Nissan Micra - L02B & BYD).
• Commanded the Business Unit, along with 150 staff-strength including production & Quality Managers Engineers, supervisors & technicians as well as the support services like finance, logistics, collection & store staff (supply chain).
• Effectively implemented the control of non-conformity element at General Motors’ Q.S.B program across the organization.
• Built & managed ANPQP team in order to handle Renault-Nissan projects.
• Under my leadership propelled yearly market share during 2010.
• Bagged a co-operation deal with Lear India co for new project “Nissan Micra-L02B” of Renault-Nissan India during 2011.
• Efficaciously secured ISO certificates in all departments in the business unit and company.
Certificate: • Judge Certification for Technical Contest 2016, Dhofar Automotive, FCA Product Fundamentals-International English, FCA
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