Service Operations Manager
Carzaty
Total years of experience :21 years, 6 Months
Provide leadership, direction, and coordinate all activities of spare parts, service Depts as well vehicles delivery in accordance with the
goals and objectives of the CEO, maintaining control of the diverse
business operations and driving business for extensive and stainable
growth.
Responsible for service operations in three branches
‘‘Two Passenger ‘’+ ‘’ One Commercial & Body Shop’’
This including (but not limited) to the followings:
Setting annual budgets for each branch
Assuring Department profitability by creating cost sold
hour module and following up with accounts P/L
Forecasting the seasonal turnover declination and launching
promotional campaigns
Identifying the weak points for each branch and supporting service
managers to create and implement action plans
Ensure compliance with factory warranty guidelines policy and
procedures, this including
internal audit, landed cost review, , , , , , , , , , , , , , , , , , , , , etc
Guiding the operation to follow the manufacturer standards
Increasing parts sales by implementing effective promotional
programs
Cooperating with parts department to sell service packages with
competitive prices
Responsible for all activity of the service department including the body shop
Responsible for service department in the main branch with daily throughputs of 120
vehicles including VW Commercial with the next responsibilities:
Leading the service business to implement the dealer standards and service core process
according to the manufacturer.
Develop new processes to increase labour and parts sales and Margins.
Implementing service marketing campaigns / promotions for the dealerships.
Improve the customer’s satisfaction, customer loyalty to the company and maximum
Profitability for the long run.
Monitor the service customer’s retention and implements ways to improve it through
Different marketing campaigns.
Improve the workshops productivity, efficiency to achieve and exceed budgets.
Improving the company service image which will increase the sales capacity to help the
Sales team of the repeating sales cycles.
Monitor and lead the service team to work in harmony with all the other departments and
to achieve highest profit and customer satisfaction.
Dealing with customer complaints and solve them successfully using the win/win strategies.
Monitor the workshops KPIs such as utilization, productivity and efficiency to find out
practical ways to improve it.
Planning the bi-annual training plan with the training manager for the service staff to
develop their knowledge and skills.
Monitor the repeat jobs and implement plans and processes to reduce it.
Create a positive work environment to improve the staff moral to get the best out of them.
Lead and monitor a team of four supervisors and 80 staff members to develop the entire
Service business.
Carry out interviews to choose the best candidates who can add value for the business.
Motivate and follow up with the sections heads to achieve the monthly targets.
Monitoring the pending job cards (WIP) and decreases it.
Carry out a weekly WIP meeting with the departments’ head
Carry out monthly internal service core process audit to measure the staff members and
the Processes compliance.
Dealing with the consumer protection authority and solve pending concerns successfully.
Carry out the annual appraisals for the staff members to evaluate their performance
And plan to develop it.
Monitor the CSS closely and implement new plans to improve it.
, Faculty of Engineering,
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