Service Manager

Ayman Gamal Sharobim

Nationality: Egyptian

Date of birth: 1 June 1981

Military Status: Exempted

Residence Visa: Qatar

Contact

Tel:+(974-********

E-mail: **************@*****.***

E-mail: ***********@***********.***

Profile

Objective

Seeking a challenging opportunity at a respective company where my interpersonal skills, experience, and educational background can be well utilized and further developed.

Summary

Being mechanical engineer and working in automotive field for more than 12 years. Started as a service advisor which helps me to develop my technical experience through my career life till I reach service manager, In addition, the interpersonal skills I gain through working in with different type of personalities, multi culture environment and team supervising. I am eager to develop all my skills to be in progress always.

Work Experience

Abdulla Abdulghani & Bros. Co. W.L.L

Doha, Qatar

After Sales Manager ( Service Manager )

June 2012 to Present

Manage 24 Hours operation service center ( 3 shifts ) with more than 115 staff members

Handling service center yearly target is $ 8.5 million and market share of 30000-service order.

Manage Workshop, Reception & Spare Parts

Handled 6 different service centers of Lexus & Toyota Qatar ( annual rotation between managers )

Experience and good knowledge of 3 systems ( SAP, ORACLE & KERRIDGE )

Prepare a Business Plan for Division

Monitor financial expenditures to ensure adherence to the budget

Review operational and financial data to determine whether the division is meeting budget goals

Receive and answer customer questions regarding technical and parts problems with their vehicles . warranty, services and repair in manner that is easily understood

Calm dissatisfied customers . resolves complaints with sensitively

Maintain good relationships with customers by meeting and exceeding their expectations

Follow up the implementation for the daily maintenance reminder and other activities to increase our market share

Provide sales goals and objectives for the service center in perspective to the service center potential.

Implement the annual service business plan, which includes the key performance indicators, targets, and budget

Maintaining the highest level of customer satisfaction by handling customer concerns immediately PCDR ( Pre customer complaint detection resolution )

Develop “FIRFT” mindset in all team members.by providing training to the workshop team ( technicians & foreman )

Provide OJT ( on job training ) to the service advisors & front line staff to improve their areas for improvement

Managing the operational activities of the service center. Including mechanical and body repairs

Perform periodical performance appraisals to all staff levels

Monitoring sales and cost figures to ensure that profitability goals achieved.

Ensuring that service center is operating in accordance with the set standards and dealer objectives.

Ensuring that Policies & Procedures read, agreed, followed, implemented, and maintained.

Coordinate with the internal audit team to ensure our division following the procedures & our company’s policy & standards

Focusing on customer retention by determining a strategic plan with customer contact programs.

Maintain an up-to-date computer data entry for all vehicles

Managing customer database to achieve the service goals for active customers. Analyzing data on Inactive customers, action plans to activate.

Ensuring that the service center adequately supplied with equipment’s and tools that meet TMC standards to maximize employee and customer safety.

Ensure the department is adequately staffed to achieve objectives,and that technicians are aware of procedures for using new equipment

Ensure the appreciate recruitment of staff . facilitate their training,development and assessment of their capabilities by using relevant systems for measuring KPI’s

Monitoring the periodical maintenance & inventory check for tools and equipment (includes company vehicles & other assets).

Liaising with Technical Department and TMC if required on difficult and recurring problems and any technical issues as necessary.

Demonstrating the company’s process for employees by interacting with the customers and making the necessary corrections to ensure an “Out Standing" experience for the customers & employees

Cascading Company’s Vision, Mission, Values, and Principles to all employees.

Ensure that the service center’s Customer Satisfaction & profit objectives achieved by having personal capable, trained and motivated to satisfy customers (Internal and external) needs and maintain Company (Policy, Procedure and standards).

Achievements

1-Rewarded as the OUTSTANDING Performance by increasing the market share of the service center by 14% ( Abu Hamour Service Centre )

2-2016 best service center (D – Ring) in customer satisfaction by YOY growth of 4%

3-2016 Labor revenue breaking records (D – Ring service center ), YOY growth %9

4-Labor per job card improvement YOY %15. (D – Ring service center)

5-2015 Champion of Kaizen Championship (Al Nayef service center )best in CSI and increase market share by %27

6-2014 Highest branch in CSI score ( Golf Course service center )

7-2013 Records break in labor revenue of AL KHor service center

8-Improved the ESI ( employee satisfaction index ) of D-Ring service center by YOY growth of 9%

9-My Appraisal in the past 6 years continuously above 90% ( Exceed Expectations ) with 3 different managers

10-Implement and follow up till inauguration of our exclusive Lexus center ( Reception design, suggestion and implementation of Luxury reception by providing luxury customers entertainment area )

11-Selected to be the first Manager of our exclusive Lexus service center, handling VIP customers and ensure the best customer satisfaction delivered to our premium brand customers

Abdulla Abdulghani & Bros. Co. W.L.L

Doha, Qatar

Senior Service Advisor

April 2010 to June 2012

Lead a team of 8 service advisors to deliver the branch target in terms of revenue CSI, Labor per job card, PSFU

Acting as Branch manager during his absence

Handling the VIP customer

Handling the challenges for the customer complaints

Participating in achieving the branch targets and KPI’s

Provide Training to all service advisors to ensure best practices in customer services

Analyze the reasons of dissatisfaction and initiates the necessary procedures to eliminate the problem from recurring with other customers

Abdulla Abdulghani & Bros. Co. W.L.L

Doha, Qatar

Service Advisor

March 2006 to April 2010

Provide customers with in-depth information about available aftermarket and OEM (original equipment manufacturer) part options

Answer questions about service outcome (after consulting with mechanic if necessary)

Advise customers about warranty protections and potential cost savings

Help customers decide between trading in a car and fixing it through our shop

Manage and oversee the service center’s workflow and scheduling

Call customers to inform them of changes in service or to let them know their vehicle is ready for pick-up

Manage large amounts of incoming calls

Generate sales leads

Identify and assess customers’ needs to achieve satisfaction

Build sustainable relationships and trust with customer accounts through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Meet personal/customer service team sales targets and call handling quotas

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Take the extra mile to engage customers

Ghabbour Auto

Cairo, Egypt

Workshop Supervisor

August 2005 to March 2006

Handle and supervise Mitsubishi, Hyundai & Volvo buses workshop

Quality control and road test and ensure the maintenance high standard has been met .

Check and validate the warranty status for the vehicles

Lead a team of 28 technician

Education

2004

Bachelor in Mechanical Automotive Engineer

Minia University, Minia, Egypt

Grade: Pass

Project: Fuel Injection System

Project Grade: Excellent

Trainings & Courses

1-Certified TSM Kodawari Promoter certification ID : TSM -96121-0025 ( Toyota Customer Service Workshop Management )

2-Certified TSM Kodawari Evaluator certification ID : TSM-96121-0025

3-Complete the training of ( LEAN SIX SIGMA GREEN BELT ) by Jeff Robinson Ph.D Master black belt

4-5 days Lexus Workshop of Lexus Experience . done by Lexus USA team

Skills &Abilities :

Detail Oriented

Good Negotiation Skills

Customer Focused

Ability to make decisions . plan and solve problems

Excellent Interpersonal Skills

Good IT skills : analysis of accounting systems data .presentation of data using MS office

Languages

Arabic (Native)

English ( Excellent )

French (Basic)

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