Director After Sales & Network Development
FCA-Fiat Chrysler Automobiles
Total des années d'expérience :26 years, 9 Mois
After Sales Leader, Service, spare parts, warranty, training & technical support.
R&R:
- Business planning:
o Sharing after sales vision and mission.
o Setting management objectives.
o Setting KPI objectives and making annual action plans.
o Agreement with dealers.
o Service Marketing Plan.
- Warranty Cost control & monitoring:
o Warranty approvals.
o Good will approvals.
o Report product issues by model.
o Report top ten cases based on replace parts frequency.
o Report top ten cases based on warranty cost.
o Monitor no. warranty cases, returned, rejected.
o Warranty audit and charge back.
o Warranty parts scrapping policy and process.
- Technical support:
o Build technical support team.
o Lead technical support team.
o Training & coaching for technical support team.
o FTR (Field Technical Report) quality enhancement.
o Field fix announcement and implementation.
o Recall campaigns announcement and implementation (communication with CPA consumer Protection Agency and dealers and setting recall campaign plan).
- Service Operations:
o Proactive contact, service reminder & service appointment.
o Customer receiving process.
o Job control process.
o Repair process.
o Additional approval process.
o Quality control process and F1.
o Vehicle delivery process.
o Follow up after service.
- Customer care and customer complaints handling:
o Receiving customer complaints.
o Respond to customer complaints and monitor first response lead time.
o Propose a solution and negotiation with the customer.
o Analyze customer complaints, find root causes and set counter measure.
o Report to management.
- CSI :
o CSI setting annual objectives.
o CSI Agreement with dealers.
o Setting recovery action plan for weak attributes bases on CSI results.
- Training:
o Prepare Annual Technical Training plan:
N-STEP Training (Nissan Service Technician Education Program).
New model training.
F-1 training.
Workshop floor needs.
Fleet training.
o Prepare Annual Non-Technical Training plan based:
N-SAP Training (Nissan Service Advisor Education Program).
New Model Training.
F-1 training.
Based on CSI results.
o Setting training objectives & KPI`s.
o TNA (Training need based analysis).
o Training Budget.
R&R:
- Business planning:
o Sharing after sales vision and mission.
o Setting management objectives.
o Setting KPI objectives and making annual action plans.
o Agreement with dealers.
o Service Marketing Plan.
- Warranty Cost control & monitoring:
o Warranty approvals.
o Good will approvals.
o Report product issues by model.
o Report top ten cases based on replace parts frequency.
o Report top ten cases based on warranty cost.
o Monitor no. warranty cases, returned, rejected.
o Warranty audit and charge back.
o Warranty parts scrapping policy and process.
- Technical support:
o Build technical support team.
o Lead technical support team.
o Training & coaching for technical support team.
o FTR (Field Technical Report) quality enhancement.
o Field fix announcement and implementation.
o Recall campaigns announcement and implementation (communication with CPA consumer Protection Agency and dealers and setting recall campaign plan).
- Service Operations:
o Proactive contact, service reminder & service appointment.
o Customer receiving process.
o Job control process.
o Repair process.
o Additional approval process.
o Quality control process and F1.
o Vehicle delivery process.
o Follow up after service.
- Customer care and customer complaints handling:
o Receiving customer complaints.
o Respond to customer complaints and monitor first response lead time.
o Propose a solution and negotiation with the customer.
o Analyze customer complaints, find root causes and set counter measure.
o Report to management.
- CSI :
o CSI setting annual objectives.
o CSI Agreement with dealers.
o Setting recovery action plan for weak attributes bases on CSI results.
- Training:
o Prepare Annual Technical Training plan:
N-STEP Training (Nissan Service Technician Education Program).
New model training.
F-1 training.
Workshop floor needs.
Fleet training.
o Prepare Annual Non-Technical Training plan based:
N-SAP Training (Nissan Service Advisor Education Program).
New Model Training.
F-1 training.
Based on CSI results.
o Setting training objectives & KPI`s.
o TNA (Training need based analysis).
o Training Budget.
Company :
(AUC) Alhmarni United Co. Main Dealer for Nissan Vehicles.
Position:
- Trainer - Training Supervisor.
Task:
- Prepare The Annual Training Plan.
- Develop The Annual Training Plan based on The CS survey results.
- Monitoring the Service Advisers Performance in AUC Branches and the Main Dealers Branches, Make evaluation and prepare special training based on the findings.
- Conduct (N-SAP) Nissan Service Adviser Education Program and N-SAP Skill Assessment also.
Position:
- Regional Service Manager.
- Mandated Service Manager for Central Region
- Senior Manager AS-DOS (After Sales Dealer Operation Standards)
Task:
- Managing (8) workshops (Management, Human Resources, Facility, Service Operations, Service marketing).
- Monitoring Monthly & annual Workshops Labor and Parts sales (Warranty, Retail and Internal).
- Monitoring Workshops loading (productivity, Efficiency and Overall Efficiency).
- Auditing all AS-DOS operations and Conduct evaluations.
- MAP Making Actions plans.
Join Nissan since 12/7/2004
Company :
(MCV) Manufacturing Commercial Vehicles, Main Dealer for Daimler Chrysler Commercial Vehicles.
Position:
- After Sales Service Engineer.
- Workshop Engineer.
Task:
- Regular Visits with Mobile Service Team to the Customers across Egypt.
- Support & Follow-up customers and assure customers satisfaction.
- Product support.
From : To 22/6/2000 : 23/6/2004 (Four Years)
Company:
Ghabour Egypt Main Dealer Scania (Trucks & Buses), Mitsubishi (Trucks & Buses), Hyundai (Minibuses & Microbuses).
Position:
- Field Service Engineer.
- Section Head of Commercial Vehicles Department.
Task:
- Diagnosing and Repairing Mechanical Problem in the field.
- Supervising all workshop process (Periodic Service, General Repair & Overhauling).
- Training for East Delta Holding Company Technicians.
From : To 15/6/1998 : 22/6/2000 (Two Years)
Company :
(GEG) Gorica Egypt Group for Industry Main Dealer for MAN Trucks & Buses.
Position:
- Maintenance Engineer.
- Electrical Group supervisor.
- Welding Group supervisor.
Task:
- Diagnosing & Repairing ABS (Bosch & Wabco Systems).
- Repairing ZF Manual Transmission.
- Repairing Transfer-case.
- Explain Trouble shooting and Diagnosis procedure for ABS System.
- Explain Overhaul Procedure for ZF Transmission and Transfer-case.
From : To 1/6/1997 : 14/6/1998 (One Year)
