Yasser Zerik

National Service Manager over 4 regions of 16 service centers. Responsible for the efficient and effective delivery of excellent automotive services to customers by managing the operations of the National Service Teams of both Mitsubishi and FUSO trucks and Buses. The overall objective is to increase market share and client relationships in the area of after-sales industrial service contracts with best scores of customer satisfaction.

Duties:
• Develop, plan and implement a field service model within Oman (with the goal of adapting the best service practices to be rolled out on a national level) that focuses on:
o Increasing the customer experience
o Profit and loss for the Service Division
o Definable measurements and standards (i.e. service KPI’s levels)
o Appropriate facilities, systems, processes, tools and training required
• Establish and maintain appropriate and consistent technical support documentation and materials, including policies and procedures of ISO quality standards
• Manage the overall operations of the national service team to ensure they consistently meet customer expectations and commitments. This includes, but is not limited to:
o Planning and establishing service schedules
o Overseeing the division’s work to ensure the consistent quality of customer service and standards are maintained for every job
o Investigating and resolve escalated customer to bring about quick and effective resolutions
• Collaborate with internal business partners to develop consistent standardized rates and pricing for service programs and products
• Research, identify and document growth opportunities and assist in the setting of regions margin and sales goals
• Develop, implement, maintain and report on key performance indicators(KPI’s) of the Service Division
• Prepare and deliver presentations to current customers and prospects and participate in market tenders
• Provide leadership, coaching and mentoring to Service Managers, Service Technicians and Industrial Service Coordinators
• Lead the team to achieve customer satisfaction project which get improved the CSI scores from 67% to 83%.
• P&L Turn all the lose branches to profit departments for the first time as a record in the company.
• Achieved 2013 Customer Service Performance Excellency Award for the first time of company history, and ranked first among GCC countries.

- Managing Facility vehicles capacity 1, 000 with thru put between 600-700 vehicles/day
- Managing the largest service center in the world of 600 employee

Duties:
-Part of the planning management of designing and organizing of the new facility construction workshop of 300 working bays
-Building the new structure of the business which will be the largest General Motors service center in the world
-Managing the recruitment process for about more 170 new employees for all type of categories and levels
-Develop strategies to increase business profit through all type of new systems
-Creating, Implementing service reception systems and procedures in order to improve the CSI for our market
-Develop the present staff through out training programs & appriasal
-Restructure all staff job disciplines and job roles
-Organize providing process of all required equipments for the new facility and supervise the installation of all systems through sub-contractors
-Reappraise all available staff in order to build the winning team
-Support creating and developing all business areas required advanced systems & processes
-Involved and resolved all type of customer concerns
-Being the champion of FIRFT (Fix it Right the First Time) score for the biggest service center in the world, improved the score to be number 1 in our area
-Controlling the costs
-Building loyal clientele
-Maintaining good Employee relations and motivation
-Setting and obtaining sales and profit objectives
-Organize and control VMS Kerridge system to maintain and secure service records
-Improve the CSI score and unsure customer service concerns satisfied
-Ensure that service is performed at the highest level and operate the department profitability
-Renewed all facility equipments in addition to evaluate and purchase all present required to improve the branch profitability
-Develop and create the dealership daily operational reports
-Control warranty process and claims

Duties:
-Thru put of 50 cars/day managing 59 employee
- Dealing with VIP customers
- Departmental budget preparation
- Supervise the operational activities to ensure quality service and efficient performance.
- Develop strategies to increase business
•Quality services
•Parts availability
•Competitor survey
•Creating marketing programs
•Control & organize all existing marketing programs
•After sales product image support promotions
1Extended warranty programs
2Service clinics
3Extended service working hours
4Customer satisfaction programs
- Dealership marketing planning
•Creating dealership standards
1Customer satisfaction survey maintaining
2Dealing with customer care & relation center
3Service due reminders
4Advanced incentive programs
5Upgrading equipments, hand tools & software’s
6Increase workshop productivity & efficiency
- Creating & implementing dealership department polices & procedures
•Employee job description
•Personnel responsibilities
•Service department internal jobs flow procedures
•Develop monitoring & reporting systems
•Department weekly meeting
•Come back jobs filing and reports
- Service reception
•Dealing and satisfying VIP customers
•Develop new systems for job flow in the service reception
•Implement the new appointment car booking system CBS from BMW
- Manpower analyses & recruitment scheduler
•Direct involved in recruiting complete new staff with interviewing
- As a training administrator for Land Rover ensure that the training requirements of all employee are provided for
- Evaluate and appraise the performance of all employees accordingly
- Perform an assessment program on the workshop staff and take actions
- Dealing with body shop to control body fitting accessories.
- Approving and evaluate accident repairs for body shop.
- Monitor and control the profit through body shop and sublets
- Modify & monitor filing room

Duties: - Thru put of 28 cars/day Rolls-Royce, Mini Cooper, Police cars, BMW Regional office cars, Government special contract cars, used department cars, And Quick Service Section.
- Controller/ controlling the flow of work to the workshop
- Up date the CBS system (booking system) According to workshop load, calculating number of carries over hours & booked hours.
- Dealing with VIP customers direct & follow up their concerns
- Follow up monthly planning and review report as planned leave
- plan training focusing on key performance areas as a workshop supervisor discussed monthly with national service manager.
- Arranging the monthly planned target of technicians and workshop.
- Following up & resolving all technical issues with BMW technical assistance system through PUMA
- Ensure that all warranty procedures are carried out as BMW requirements
- Evaluate and appraise the performance of the employee’s
- Prepare monthly basis productivity, efficiency and utilization report
- Ensure that all the functional procedures and activities in the workshop matching the QMA standard
- Developed and implement new work flow procedures and reporting systems and achieved better performance and team work relations
- Participate in the monthly after sales meeting between the support staff and management to discuss and improve CRM report, in order to develop and create new polices and procedures to meet customer satisfaction survey
- Programming and upgrading diagnostic tools with latest software’s version

Duties :
- Performing all type of technical diagnostic and trouble shooting
- Programming & upgrading software’s in diagnostic tools
- Following up the technicians diagnostic with Ford technical support
- Direct dealing with customer concerns and back jobs
- Analyze the work flow procedures and identify different ways for improvement
- Prepare, monitor and review monthly technicians productivity, efficiency and utilization report in order to finalize the incentive program
- Performing the final test on the performed repairs
- Supervision on the vehicle PDI test
- Periodical evaluate and appraise the performance of each technician
- Performing the evaluation test for new staff recruitment
- Monthly target and analyzes report of workshop efficiency.
- Control the training requirement of technicians according to their periodical appraisal and performance
- Leading a team of 28 Technicians.

Duties:
- Thru put of 22 cars / day
- Follow-up All Kind of Technical trouble shooting
- Dealing direct with The VIP customer’s problems and come back repairs
- Fixing the most difficult electronic service problems & Carrying out all kind of programming and diagnostic tools upgrading with new software’s
- Dispatching jobs to technicians.
- Control the personnel responsibilities and activities
- Weekly and daily meetings to improve work flow procedures
- Practical and theoretical testing for new manpower recruitment
- Annual evaluation and appraisal for the team staff performance
- Prepare monthly performance report for technician’s productivity, efficiency and utilization
- Ensure that all warranty procedures are within GM standard
- Leading a team of 12 Technicians

Duties:
Managing all heavy duty equipment required services for construction
•Supervising of all service subjects.
•Follow up technicians as need.
•Testing the equipment after servicing.
•Controlling the purchase of spare parts from the local and outside market.
•Sign up and choose the special contract with private maintenance workshop for company equipment service.

Duties:
- Supervising the operation of Plastic Extruding & Injection Machines.
- Advising and instructing the workers according to job.
- Leading the production line of 15 Technicians and 2 Engineers.
- Dealing and handing over the orders to the clients.
- Performing the calculation of the materials and factory products.
- Analyzes the net profit of the month and adjust the month plane and target of production line according to the local market and the international market.