Service Manager - Passenger vehicles
Motorcity Holdings (Ebrahim Khalil Kanoo Group Company)
Total years of experience :22 years, 8 Months
Business overhaul of the passenger service unit:
• Improvement of WIP (Work In Progress) - 40% decrease of open repair orders in 12 months
• Increased quality of work - in 12 months repeat repair cases reduction well below 0.3%
• Within six months labor productivity increase of 25 percent points, reaching above 105%
Impressive part of my challenge was the “Volvo Personal Service” implementation project.
Conducting a twelve months’ project to drive the Aftersales business of the company through change:
• For the first time, a Business Plan/ Budget was introduced within the company for 2015
• Within a year, productive labour efficiency (invoiced / present hours) has been increased from 59% to 80%
• For 12 months Service Labour GP% increased from 25% to 50% with clear path for further development up to 65-70%
• Utilizing external Management Accounting knowledge, a new set of Charts of Accounts was prepared for introduction into the accounting
• Warehouse parts inventory was performed for the first time in seven years
• Undertook the aftersales organization in a critical moment - experienced personnel was leaving, customers were running away and sales of labor and parts had collapsed
• Mastered the situation without substantial negative turbulence and consequences for the customers
• Analyzed the service, spare parts and warehouse processes of work, DMS, work atmosphere etc.
• Communicated initial plan - strategy for turnaround in the aftersales organization. This plan was intended to be the base for a detailed change plan for the aftersales business of “Auto Italia” and the whole “Avto Union” automotive holding company
• Guided the Aftersales organization through structural change
• Raised the CSI (Customer Satisfaction Index) and achieved yearly growth of sales of labor and parts above 10% in 2012
• Developed new business opportunities in the Aftersales area - boosted accessories and lifestyle sales, decreased significantly the “dead stock” (obsolete spare parts) in the warehouse, increased mechanics’ efficiency from 60 to 80%
• Ensured that the Aftersales team achieved targets, objectives and standards set by BMW Group
• Conducted strategic planning of department activities and development initiatives
• Controlled and improved Aftersales business systems and processes
• Established, managed, led and motivated the Aftersales Business line organisation (wholesale & retail network) in Bulgaria to ensure company objectives and customer satisfaction
• Prepared, negotiated and followed up yearly Business Plans and quarterly forecasts
• Reached the set targets for sales volume in the truck service centers
• Expanded and developed the Aftersales network
• Secured leading customer service, improved competence in the Aftersales business line through organization of local training center, ensuring prompt resolution of technical issues
• Implemented and continually improved the Genuine Volvo Service - new processes of work
• Initiated aftersales marketing and pro-active sales
• Developed and implemented action plans
• Established and developed the aftersales representation office of Wabco in Bulgaria
• Key contact person for the customer (solving customer problems, providing individual solutions), follow-up on sales, promotion of after sales activities, implementation of campaigns and projects
• Established contact with dealers and service centers, negotiated contracts with selected companies, created and developed nationwide service and dealer network
• Provided superior customer service (information, support, training, etc.), customized training on a local basis and provided solutions to technical problems
• Positions held: Salesman (March 2000 - March 2001); Crash repairs department Manager (March 2001 - December 2002); Business Development Manager (December 2002 - September 2005).
• Negotiated contracts, followed-up on sales, promoted after sales activities, managed the workshop project
• Established and developed a new activity with the ”JOSAM” (crash trucks) division in the workshop
• Inaugurated contacts with vehicle manufacturers for receiving of workshop authorisation and service information, responsible for implementing the ISO 9001:2000 in the company, building up a system for relation with the insurance companies, creating an activity for vehicle inspection
• Responsible for the creation and implementation of most projects in the company
• Formed fleet management (passenger and commercial vehicles) activity
English language and teaching