Section manager Research & Development
Nissan Middle East
Total years of experience :14 years, 6 Months
Bench Marking & Market Research
• Perform analysis in the areas of market size penetration by field research, Bench marking, collecting data, Develop Survey’s questionnaires then making recommendations & Conclusion based upon the research findings,
• Conduct research using various methods like telephone, face to face & Reporting the Conclusions to Nissan Global R&D Sector.
• Profound understanding of the customer, market and competitors to help define, develop and gain key stakeholder agreements on class leading products for Nissan Middle East.
Marketability
• Conduct Market Studies in Various market functions & Report them to Nissan Global Office to help them in making the best decisions possible by learning to provide clear and actionable Market recommendations.
• Study & Present UAE, KSA, Turkey & Uzbekistan Market Requirements.
• Assist in developing SOPs, FY18 R&D Business Plan Objectives, and work flow responsibilities.
Reliability & Feasibility Validation Test for ICE & EV(Electric Vehcile)
• Conducting summer validation test for L33 Nissan Altima Power Train & Vehicle Various Systems performance then share & Publish Final Report with the requested Nissan Plant.
• Conducting Summer Validation test for B12P (40KW & 60 KW) EV Nissan Leaf & evaluate the vehicle Battery temp, Vehicle Consistency & durability in different Charging Condition, Performance with GCC Climate Condition & Road interference with GCC Topographic conditions
• Conduct Feasibility Validation Test For AD1(Autonomous Drive 1) for various Nissan Models
• Monitoring & Diagnosing Chronical Break downs & Concerns & reporting to Nissan Global TCS depending upon the concerns & Incidents Ratios.
• Review & Update Methodology for Reliability Validation Test (RVT) for Nissan Engineering Manual (NEM) for GCC.
Regional Business Support
• Diagnosis & Analysis GCC Battery Heat Deterioration Criteria & GCC CVT Durability Requirement for L02D as per FY18 Business plan.
Translation
• Carry out English to Arabic translations for Nissan Display Screen & Navigation Software in the new launching models.
Written Communication material
• Preparing Monthly report & weekly notes consist of monthly and weekly R&D Activities GCC Competitors Market Sales volume & GCC Market news.
• Schedules service appointments and verify Customer Details & vehicle information.
• Conduct health check by checking all the vehicle systems are all function properly.
• Perform Customer Vehicle Road test in case if there is any noise concern or up normal operation happened while driving customer to confirm the customer concerns.
• Checking vehicle from underneath at the pre check interactive reception.
• Ensuring that customer concerns are recorded properly so that the Technician can fix it Right at First Time.
• Responsible for job allocation and job flow in the workshop including job scheduling and labor allocation for day to day operations.
• Supervises planned and unplanned maintenance activities performed by the subordinates and contractors.
• Co-ordinate resources, (operational and human) schedules and activities to effectively manage jobs.
• Conduct fault identification IAW customer input & develop the work scope required including Parts & Labor Cost estimation.
• Verify the required spare parts, repair procedure& labor charge with the workshop team leader & Job controller.
• Contact customer for explanation of the technical root cause of the vehicle concern & how it will be fixed & Conduct price negotiations.
• Follow upon the work-in-progress and regular update to the customers.
• Ensure that final inspection & Quality Test has been carried out.
• Follow up customers to obtain feedback and ensure they are satisfied with received service & highest Customer Satisfaction.
Key Achievements
• Self Confidence & remarkable Reception service advisors & workshop Team leader’s performance &
Quality for achieving their tasks by arranging each individual to assign the proper task depending on
Their performance & efficiency.
• Monthly evaluation for the service advisors & workshop teams Performance & monthly target Achievements.
• Clear & smooth process outlines that follows by reception service advisors & workshop Team leaders.
• Maintaining top level Customer Satisfaction (CSI) Results consistently improving performance achieving Over 80 %.
• Reduced lead time for service to 1 day and maintenance to 3 days max.
• Organized, Safe & hygienic Workshop.
• Monthly Achievement & sold service hours from 95-105 % of workshop productivity.
• Monthly Achievement of 90-100 % of Reception Service Advisors Labor target.
• Reducing Repeat Repair for Ford & Lincoln at 5%.
• Successfully overseeing ground up builds of 2 sites one of which is at Alkhor city, plus quick service Lane at Alwakra city.
• Introducing key performance indicator based reports and systems and using them daily, improving operations including service work in progress, completion rates, lead time and efficiencies for service department’s stock turn, first time pick rates.
• Increased labor efficiency from 20% to 80%.
• Reduced consumable costs by 50% aftersales.
• Reduced Work In Progress profile.
o Greets customers, schedules service appointments and receives vehicle information.
o Ascertains automotive problems and services by listening to customer's Concerns & description of symptoms.
o Ensuring that customer concerns are recorded properly so that the Technician can fix it Right at First Time.
o Issue Vehicle induction report & related work order after review the vehicle maintenance History.
o Conduct fault identification IAW customer input & develop the work scope required including Parts cost& man power estimation.
o Negotiate the proposed work scope with the customer & obtaining the required approval.
o Leads the required troubleshooting & fault isolation in accordance with the manufacture manuals.
o Verify the required spare parts & repair procedure
o Follow upon the work-in-progress and regular update to the customers.
o Ensure final inspection & Quality Test has been carried out before delivering the car to the customer.
o Complete the maintenance record & ensure work order closure.
o Handles & resolved customer complaints & Feedback Ensure highest Customer View Point (CVP) ratings Achieved & high customer satisfaction standards.
o Developed after sales follow ups to build and maintain positive relationships.
o Build up historical records for the chronic faults & distinguished Fault root causes.
o Evaluate & implement all service bulletin issued by the manufacture.
o Implement corrective action to ensure the elimination of customer complains after service.
o Lead & motivate the maintenance & Quick Service Team Technicians including 12 technicians.
o Prioritize the work orders & distribute the work load on the team.
o Ensure process and policies are followed correctly in Service department.
o Handling Complicated Technical issues & performing Pinpoint tests to track the malfunction root cause.
•Responsibilities as a Service Advisor :
o Greets customers, schedules service appointments and receives vehicle information.
o Ascertains automotive problems and services by listening to customer's description of symptoms.
o Clarifying description of problems, explains the repair or service order, conducting inspections, taking test drives, checking vehicle maintenance records, examining service schedules.
o Open Job Cards, accurately by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures, entering RO into service database system.
o Ensuring that customer concerns are recorded properly so that the Technician can fix it Right First Time.
o Follow up on the work-in-progress of the vehicle during servicing and contacts the customer once
Technicians discover additional problems; gets customer approval to do additional work and explains the Work performed and the charges being billed.
o Estimates the cost and time needed to do the repair Develops estimates by costing materials, supplies and labor, calculating customer's payment.
o Obtaining customer's approval of estimates By E-mail or SMS & providing contact telephone numbers.
o Informing & answering questions, concerns & reason for change., arranging towing and temporary transportation.
o Ensure final inspection & Quality Test has been carried out before delivering the car to the customer.
o Prepare the vehicle to be released to service after sending for washing Explain the complete work done by The service team and also the charges for the customer.
o Generates profit by selling service, repairs and parts.
o Handles & resolved customer complaints & Feedback Ensure highest Customer View Point (CVP) ratings achieved & high customer satisfaction standards.
o Maintains automotive records by recording problems and corrective actions planned, managing all the relevant manual data management.
Responsibilities as a Technical Manager:
o Managing Work Shop load, Reception load &Technician Utilization, Efficiency & Productivity.
o Diagnosing concerns by using the vehicle online manual for any updates for the vehicle like Technical
Service bulletin.
o Authorized for releasing the vehicle to service After Maintenance Process.
o Attend monthly meetings to review Workshop & Labor Target Achievements.
o Reduce repair cycle time in workshop by performing diagnostic approach for all repairs.
o Managing & Minimize Repeat repairs by analyzing monthly data and using Repeat Repair Log by recording the customer name, the previous repair, previous service advisor and tech, current repair order number, current service advisor and tech, basic symptom not corrected, number of visits to correct symptom and
Initial cause for repeat repair. So will use this log for make some judgments about the initial cause of the repeat repair & for tracking and analyzing purposes to assist the department as a whole in how to minimize repeat repairs and maintain a high level of customer satisfaction.
o Handle Technical Campaign cooperated with warranty administrators to publish Campaign information, Parts required, expected failure rate and record master control documents and manage to increase Completion ratio.
o Ensure the Equipment, general Tools & special tools are implemented and updated in the Workshop as Per Manufacture standards.
o Identify & update new and critical Technical service bulletins or recalls issues on monthly basis.
o Ensure process and policies are followed correctly in Service department.
o Handling Complicated Technical issues & performing Pinpoint tests to track the malfunction root cause.
o Monitor & coaching workshop technicians and their Team Leaders.
o Implement (Preventive & Predictive) & (Routine and non-Routine) Maintenance Apply QA/QC standards action plans to monitor and improve processes i.e. ISO 9001. Like Assembly & Disassembly, Inspect Modules Parts Repairing or replacing failure Parts by New parts for diesel & gas generators, gas turbine Engines, axial & centrifugal Compressors, centrifugal & rotary Pumps & hydraulic equipment according to their Maintenance/ Overhaul manual, performance curves & Data sheets.
o Evaluate the Engines Performance before releasing for service by using quality control report that contains different parameters to be measure like: Turbo Boost pressure& Temperature, Blow By., Generator Volts & Currents, Generator withstand with its maximum load, Oil pressure & temperature, Generator Vibration, Coolant Temperature, Exhaust Color & intensity & Battery Voltage & issue performance report, Validity to service report & Release to service.
o Improve & update the Company Maintenance plan (Preventive & Predictive) & (Routine and non-Routine) Maintenance Tasks.
o Maintain a complete record of all audits and QA/QC procedures, ITPs, work instructions.
o Issue technical, performance reports &Quality Control operation procedures.
o Auditing Piping Fabrication workshop (ASME B31.3-2012 Standards).
o Develop bad factor failure reduction program, Calculating life cycle costs for rotating equipment repairs & replacement.
o Prepare action plan required for calibration & maintenance For Quality Control tools required for efficient Quality Control of equipment.
o Quality control & auditing for Designs received from engineering designing department for pump casing, shafts, impellers, Stiffing Box and choosing mechanical seals & bearings according to the pump calculations &application.
o Monitoring Site survey, Commissioning & Monthly audit for all our rental equipment at oil & gas sites all over Egypt & Conduct technical leadership to coordinate & evaluate team performance for consistency in adherence to company guidelines.
o Disposition of non-conforming report for material or equipment through analysis of defects and root cause.
o Control& Auditing Input & Output Materials, Tools, Equipment to or from the Company Ware House.
o Perform NDT, Testing for Turbine, Piston Engine & Centrifugal Pumps.
o Prepare equipment technical specifications, Data, Check sheets, technical reports, procedures, & service bulletins & Quality Control Operation Procedures, Perform Quality Audit for all different departments for confirming the Quality Process being followed.
o Participating in implementation of Computerized Maintenance Management System (CMMS)
o Arranging the Reporting System (Routine Maintenance, Condition Monitoring, Shut Down Activities and Failure Causes Analysis).
0 Taking care of QA/QC documents including certificates, calibration, test results, inspection requests, non-compliance reports and site instruction/observations, permanent materials delivered and other QA/QC documents.
0 Responsible for the closure of Non-conformance, NCR and Site Instruction, SI.
0 Develop method statement for the activity including risk assessment and job safety environmental analysis and Inspection Test Plan.
0 Carry out Internal Audit as scheduled in the Quality manual.
0 Analyze all products and non-conformance processes and evaluate all documents to ensure maintenance of optimal quality.
0 Monitor an efficient system and record for all activities and analyze all processes to ensure all work according to quality requirements.