fixed operation manager

MANAR SHARIF

Address: *** ******* **. ********, ** 60559, USA

Cell Phone : +1-630-***-**** And +966-**-***-****

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

Executive Summary

Solid technical skills and business development experience.

Deliver profitable and creative solutions to build an outstanding corporate brand.

Manage a number of automotive business departments for more than fourteen years in (Service, Parts, Training

and Sales) within the United States and the GCC.

My job is to inspire my team and provide guidance to ensure consistent results well-beyond expectations in all

daily operational aspects.

Professional Experience

PORSCHE KSA (Riyadh) May 2013-Present

Fixed Operation Manager

Meet service and parts sales financial objectives by forecasting requirements; preparing an annual

budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Develop and implement improvement strategies to maximize market penetration and profitability of

after sales areas.

Manage three workshops with a total of 68 team members including (service, parts, warranty, body shop

and customer care)

Monitor warranty claims submissions, credit account applications and credit facilities.

Maintain stock levels, monitor the parts inventory and anticipate future parts needs.

Ensure that the service and parts departments are adequately staffed in order to achieve departmental

objectives and provide a prompt service to customers.

Ensure that relevant financial and statistical reports are compiled analyzed and presented to top

management, determining what further actions are required.

Ensure service, body and paint work converts into efficient workshop flows.

Manage performance against budget.

Ensure a budgeted return on investment.

Monitor after sales metrics (KPIs) to ensure continuous improvement in service, parts and customer

care.

Work with other areas of the business to improve retailer profit and raise the bar of customer

satisfaction.

Achievements:

Developed a new system for generating additional labour sales which leads to implementing it across the

organization and resulted in a 30% improvement in labour sales performance.

Achieved 134% in yearly parts sales target for 2013.

CSI rose from 63% to 91% since I joined Porsche KSA.

LifeLine Mobile. Columbus, OH, USA May 2012- May 2013

Sales Manager

Represented LifeLine Mobile in the Middle East with all the related duties in sales and follow up with clients in

after sales services that we provide including warranty.

LifeLine manufacture mobile medical units for medical, dental, mammography, community health clinics,

blood collection, and laboratory research.

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June 2008 – May 2012

PORSCHE CENTER DAMASCUS. Lebanon (Damascus Branch)

Fixed Operation Manager

Foundation Stage for After sales department:

Conducted material price surveys, analyze data for best suppliers, and contact contractors to get the best

prices.

Recruited, developed, coached and trained all after sales department employees in their job duties.

Created and developed the after sales department SOPs and policies.

Analyzed internal strategic factors and external factors beyond control of the organization by using

SWOT analysis tool.

Operation Stage for After sales department:

Carried out supervisory responsibilities in accordance with the organization’s policies and

responsibilities for service and parts.

Developed a detailed budget and business plan for the service and parts departments.

Set KPIs for the staff to ensure working schedules are adhered to and targeted profitability is achieved.

Monitored after sales metrics (KPIs) to ensure continuous improvement in service and parts

performance.

Forecasting after-sales turnovers, budgets and targets.

Gained and maintained constantly high CSI rankings, through customer focused staff motivation,

empowerment and information readily available to all team members.

Achievements:

My achievements and contributions to after sales through demonstrating ground-breaking systems,

policies and processes, prudent cash-flow, 98% of customer satisfaction and raise profit opportunities

have earned great respect from the companies’ owners and the Porsche representative office in Dubai.

Oct 2005 – Jun 2008

TOYOTA LEXUS & DAIHATSU (ALJ Co. Ltd.) KSA (Damascus Branch)

Training Manager

Planed, developed and implemented annual training plan according to Toyota Way.

Analyzed workshops’ needs from training department and set an action plan for immediate support.

Managed Toyota Service Management program. (TSM Kodawari).

Managed Toyota Technical Education Program. (T-TEP).

Manage fix-it-right-first-time program.

Quality Assurance Manager & Technical Support

Managed department and overall expectations pertaining to setting standards for quality.

Established and maintained policy for documentations of all the QA processes.

Ensured delivery against QA department goals and objectives.

Assisted and maintained technical support for service workshops in main center and branches and

strengthen field fix operations.

Managed FTR system and submitted the monthly report to Toyota Motor Corporation.

Feb 2004 – Sep 2005

SHELL AUTO-SERVICE DEPARTMENT B&C. Westmont, IL, USA

Workshop Manager

Managed daily operations of medium-sized automobile repair shop and conducted repairs ranging from

simple to very complicated on many brands of automobiles (Japanese, American, and German).

Conducted material price surveys and analyzed data for best suppliers.

Received clients, conducted correct diagnosis of technical problems.

Trained new technicians in job related duties.

Ensured that repairs are carried out within promised delivery time, estimated cost and approval.

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STAR MOTOR WORKS -Luxury Automobile Brands- Downers Grove, IL, USA Jan 2002- March 2004

Sales Consultant (Pre-owned Department)

Sold a variety of automobile brands.

Handled automobile registration procedures and insurance paperwork for clients.

Inspected vehicles prior to sale (inspect used autos and make repair recommendations).

Feb 2000 – Jan 2002

Oak Lawn Car Clinic . Oak Lawn, IL, USA

Apprentice Mechanic

Performed light repairs under the workshop’s manager supervision (e.g. Brake jobs).

Performed quick service lube.

Controlled and conducted monthly consumable items inventory check.

Education

DeVry University – Downers Grove, IL, USA

Bachelor of Science in Business Administration (B.A.Sc.) (Project Management)

2012 – 2015 (expected)

Universal Technical Institute (UTI) – Glendale Heights, IL, USA

Diploma in Automotive and Diesel Technology.

GPA: 3.6/4.0 (2005)

Universal Technical Institute (UTI) – Glendale Heights, IL, USA

Toyota and Lexus TPAT, Toyota Professional Automotive Technical Program.

300 hours of deep technical training. (2005)

Certified License:

Certified Toyota Dealer Evaluator, Awarded by Toyota Motor Corporation.

Certified ASE (Automotive Service Excellence) USA, A5 Brakes System.

Certified ASE (Automotive Service Excellence) USA, A6 Electrical/Electronic System.

Training

Certificates issued by TOYOTA Motor Corporation Bahrain Training Center:

Hi-Tech. Diagnosis / Common Rail Diesel Engine / TSM ( Toyota Customer Service Workshop

Management) / New TSA21 / Body Electrical System Lexus / NVH / Hybrid technology and High

voltage safety.

Conferences & Job Orientation:

Participated PORSCHE PAG / Lunching for the new Cayenne 2011/ Leipzig - Germany.

Participated PORSCHE PAG / Porsche Importer Operations Meeting 2010 / Stuttgart, Germany.

Participated Management Orientation conducted by PORSCHE PME- Dubai.

Participated Management Orientation conducted by PORSCHE Beirut - Lebanon.

Languages

Fluent in English and Arabic: Reading, Speaking and Writing

References available upon request.

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