Reception Manager
Mercedes-Benz, AbouGhaly Motors General Distributor
Total years of experience :16 years, 8 Months
CONTROL OF SERVICE RECEPTION AREA
• Ensures that Reception area is well managed and operates smoothly for high level of efficiency and customer satisfaction. Depute for Service Manager in his absence for continuity of workshop operations.
• Supporting SAs team in vehicle receiving & checking, increase upselling in Active Reception area.
CUSTOMER SATISFACTION
• Ensure high level of Customer Satisfaction for customer retention and business development
• Supervise and Carry out pre-booking of vehicles for service, to ensure proper workshop loading & utilization.
VEHICLE RECEIVING AND DELIVERY
• Ensure vehicle is received efficiently in a professional manner via Xentry Portal IPads according to Mercedes-Benz standards, active reception checklist.
• Ensure proper and smooth delivery of the vehicle as well as checked and cleaned to the customer.
OPENING JOB CARDS
• Ensure job card is opened efficiently and accurately via Autoline System for a quick and correct execution of the job.
• Daily jobcard documentation auditing and checking based on Mercedes-benz standards checklist.
PROCESSING JOBS
• Follow-up and supporting SAs to ensure timely delivery of the vehicle to customers, with jobs carried out completely as well as communicating with workshop manager in emergency cases.
INVOICING
• Ensure job card is opened efficiently and accurately for quick and correct execution of the job and once the job is completed; monitoring necessary invoices to ensure timely delivery and collection of payment from customers
COMMUNICATION - EXTERNAL AND INTERNAL
• Ensure effective personal and telephonic communication with customers regarding charges, approvals and negotiations
• Ensure equally clear and concise communication with workshop regarding jobcard requirements.
• Maintain high level of motivation and morale in the team and ensure development of the staff, to achieve high level of employee satisfaction and thereby high productivity and customer satisfaction.
• Follow Mercedes-Benz warranty policy, procedure and instructions supplied by warranty manager.
REPORTING & MONITORING
• Responsible for achieving best records of monthly CSI through SA daily CRM monitoring system as well as try to enhance wherever is required and reporting daily KPIs to service manager.
1- Communication - Strong customer service focus and ability to resolve customer inquiries / issues.
2- Quality Orientation - Showing responsibility and perseverance at work, a total commitment to offer the highest quality work and ensure attention to details.
3- Adapting - Being flexible in changing circumstances and diverse situations.
4- Co-operating - Sharing ideas and opinions openly with others, working together to promote a team spirit and settle conflicts.
5- Engaging in Dialogue - Exploring, listening to and understanding others, empathizing with their situation.
6- Customer Orientation - Guiding clients to the most opportune solution by maintaining the relationship, giving focused advice and offering an excellent service at all times.
7- Problem Solving - Dealing with unexpected situations, acting on one's own initiative to identify the situation, understand it, deal with it and implement the solution.
8- Structuring Work - Adding structure to tasks by defining priorities and completing the work in a systematic, efficient within the required timeframe.
9- Processing - Gathering, absorbing and decoding information efficiently, effectively and innovatively.
10- Customer Service - providing the highest quality customer service at all times.
11-Customer Approaching - Servicing the customer’s requirements by extracting the complete job order from the Auto-line System through to completion of the customer's invoice.
12- Diagnosing - Provide the expected initial fault diagnosis to the customer and schedule any additional required work with the Workshop.
13- Problem description - Maintain open communication between the customer and workshop, to ensure the Technician has the right information to correctly diagnose problems and that the Customer’s requirements and expectations are met.
14- Scheduling jobs - Create work orders, add job lines and allocate extension work to the workshop by Auto-line System with regard given to W/S capacity and planning of work load.
15- Additional tasks - Process and monitor warranty, goodwill, technical recall campaign as appropriate.
16- Parts Availability - Ensure of parts and accessories required before ending the deal with customer.
17- Extra working time - Support emergency after working hour's operations as necessary.
18- Supporting - Provide back up support for other team members as needed.
19- Follow up - Carry out proactive outbound “customer follow up” calls on a daily, weekly or as required basis for the purposes of both CSI feedback and potential sales.
20- Up selling - Generate potential opportunities to sell hours & parts and maximizing workshop utilization and Up sell associated parts and services including variable price repairs, service contracts, campaigns and special offers.
21- Dealer Standard - Comply with Company policies and procedures, including the completion of documents and records.
Job Description:
1- Communication - Strong customer service focus and ability to resolve customer inquiries / issues.
2- Quality Orientation - Showing responsibility and perseverance at work, a total commitment to offer the highest quality work and ensure attention to details.
3- Adapting - Being flexible in changing circumstances and diverse situations.
4- Co-operating - Sharing ideas and opinions openly with others, working together to promote a team spirit and settle conflicts.
5- Engaging in Dialogue - Exploring, listening to and understanding others, empathizing with their situation.
6- Customer Orientation - Guiding clients to the most opportune solution by maintaining the relationship, giving focused advice and offering an excellent service at all times.
7- Problem Solving - Dealing with unexpected situations, acting on one's own initiative to identify the situation, understand it, deal with it and implement the solution.
8- Structuring Work - Adding structure to tasks by defining priorities and completing the work in a systematic, efficient within the required time frame.
9- Processing - Gathering, absorbing and decoding information efficiently, effectively and innovatively.
10- Customer Service - providing the highest quality customer service at all times.
11-Customer Approaching - Servicing the customer’s requirements by extracting the complete job order from the Auto-line System through to completion of the customer's invoice.
12- Diagnosing - Provide the expected initial fault diagnosis to the customer, and schedule any additional required work with the Workshop.
13- Problem description - Maintain open communication between the customer and workshop, to ensure the Technician has the right information to correctly diagnose problems and that the Customer’s requirements and expectations are met.
14- Scheduling jobs - Create work orders, add job lines and allocate extension work to the workshop by Auto-line System with regard given to W/S capacity and planning of work load.
15- Additional tasks - Process and monitor warranty, goodwill, technical recall campaign as appropriate.
16- Parts Availability - Ensure of parts and accessories required before ending the deal with customer.
17- Extra working time - Support emergency after working hour's operations as necessary.
18- Supporting - Provide back up support for other team members as needed.
19- Follow up - Carry out proactive outbound “customer follow up” calls on a daily, weekly or as required basis for the purposes of both CSI feedback and potential sales.
20- Up selling - Generate potential opportunities to sell hours & parts and maximizing workshop utilization and Up sell associated parts and services including variable price repairs, periodic maintenance, campaigns and special offers.
21- Dealer Standard - Comply with Company policies and procedures, including the completion of documents and records.
Job Description:
1- Performs deep inspection / diagnosis of vehicle, using various checklists, diagnostic tools and aids during service repair, dynamic testing, including test drive.
2- Identifies cause of malfunction.
3- Documents on data base, diagnosis methods utilized, as well as proper work steps to resolve issues after thoroughly understanding vehicle history.
4- Transfers and explains workshop orders to the concerned technicians, including generating the required parts list for repair work.
5- Advises and supports workshop personnel in difficult diagnosis cases; may even perform the work myself in critical cases.
6-Responsible for vehicle denting, painting and polishing, in addition A/C and balance& alignment work.
7- Conducts function / quality checks to ensure sustainability of repair work conducted, using the support of work instructions system or complex special equipment.
8- Performs vehicle final inspection to ensure degree of repairs, road worthiness, functional reliability and safety using various measuring instruments; may also conduct final test drive.
9- Completes the vehicle repair report outlining faults, description of cause and repair work conducted.
10. Ensures that technicians safeguard tools and equipment utilized during repair work, as well as ensures that work space is cleaned.
11- Presenting and reporting any required enhancement in the maintenance
Strategy in order to get complete customer satisfaction and maximize
Workshop productivity and man hour.
Job Description:
1- Implementing maintenance strategy, protocols and procedures according
company policy.
2- Receiving the vehicle from service adviser and try to solve the vehicle
problems if exists even mechanical or electrical.
3- Load and arrange between team technicians.
4- Directing, instructing and supervising the maintenance team.
5- Follow up the price and availability of spare parts needed with store dept.
6- Quick response to service adviser and give a complete situation with
a promised delivery time.
7- Carry out quality inspection on jobs done based on maintenance guidance
8- Diagnose breakdown problems and detecting electrical fault memories
stored on vehicle control units by means of special software tester unit.
9- Programming and encoding vehicle control units by SSS (Software Service
Station)
10- Troubleshoot, Fix and test the vehicle.
11- Controlling maintenance tools and equipment.
12- Responsible for the safety of all the personnel and equipment under my
command through workshop safety instructions.
13- Reporting and controlling the labor technician hours.
14- Make the necessary final control points highlighting problems unseen
by vehicle owner.
Job Description:
1- Implementing maintenance strategy, protocols and procedures according
company policy.
2- Receiving the vehicle from service advisor and try to solve the vehicle
problems if exists even mechanical or electrical.
3- Load and arrange between team technicians.
4- Directing, instructing and supervising the maintenance team.
5- Follow up the price and availability of spare parts needed with store dept.
6- Quick response to service advisor and give a complete situation with
a promised delivery time.
7- Carry out quality inspection on jobs done based on maintenance guidance
8- Diagnose breakdown problems and detecting electrical fault memories
stored on vehicle control units by means of special software tester unit.
9- Programming and encoding vehicle control units by SSS (Software Service
Station)
10- Troubleshoot, Fix and test the vehicle.
11- Controlling maintenance tools and equipments.
12- Responsible for the safety of all the personnel and equipment under my
command through workshop safety instructions.
13- Reporting and controlling the labor technician hours.
14- Make the necessary final control points highlighting problems unseen
by vehicle owner.
2007 Helwan University, Faculty of Engineering, Bachelor’s degree in Mechanical Engineering Dept. production section with Grade good and the Six position on my college. Project: NEW INNOVATION OF CAR TIRE CHANGING. (College project with Grade Excellent)