Muhammed Atef

Experience

• 

  Al Mansour automotive company

  Feb 2013 - Nov 2014

  Service Advisor

  . Ensures that customers’ vehicles are fixed right 1st time by implementing the quality procedures.· Ensures that repair estimates are reasonable.· Ensures that repairs are carried out within promised delivery time & estimated cost.· Follows up with spare parts for procurement of materials, specially the parts on VOR.· Ensures chief technicians are following quality control policy & procedures.· Studies factory’s technical information/service bulletins.· Ensures job controllers are feeding correct/proper operation number.· Understands computerized time control.· Monitors closely the vehicles repairing.· Ensures the computerized & analysis reports are utilized for booking & follow-up with chief technician for repairs in promised delivery time. Show less

• 

  Ghabbour Auto

  Dec 2014 - Aug 2016

  Team leader at (Mazda, Hyundai and Geely)

  1- Ensures that repairs are carried out within promised delivery time & estimated cost.2- Avoids unnecessary replacement of spare parts.3- Orders and follows up parts orders with Parts Department.4- Inspects & test drives vehicle on which repairs are performed.5- Returns those vehicles failing the quality control inspection to the technician who performed work.6- Provides the servicing technician with an accurate description of the reasons for returning the vehicle to them & assist/ guide him to solve the problem.7- Conducts OJT for his group technicians.8- Proper utilization of service facilities e.g. equipment, SST. Manuals, .etc.9- Ensures that proper maintenance is carried out on equipment, assigned to my group. Show less

• 

  Kasrawy Group

  Sept 2016 - now

  Manage Aftersales Operations:Implement standardized procedures to ensure efficiency and consistency.Monitor KPIs like efficiency, customer satisfaction, revenue, and cost control.Conduct audits and drive process improvements to enhance profitability.Team Leadership and Development:Train, mentor, and develop the team to boost skills and performance.Foster a collaborative, customer-focused environment.Conduct performance reviews and create development plans for team members.Budget and Resource Management:Develop and monitor the annual budget, ensuring cost control.Optimize resource allocation and identify cost-saving opportunities.Stakeholder Relationships:Collaborate with sales, marketing, parts, and warranty departments.Build strong relationships with suppliers, manufacturers, and key customers.Stay Updated on Trends:Research new technologies and implement best practices.Participate in industry events to stay competitive.Operations Management:Oversee daily operations, including service, parts, and warranty.Develop strategies to improve service delivery and reduce turnaround times.Ensure adherence to policies, regulations, and safety standards.Customer Relationship Management:Deliver exceptional service and resolve escalated complaints.Build long-term relationships with customers and stakeholders.Financial and Inventory Management:Analyze financial performance, prepare reports, and recommend actions.Manage parts inventory to minimize waste and maximize availability.KPI and Process Improvement:Set and monitor KPIs, implementing improvement plans as needed.Identify and adopt best practices to enhance efficiency and customer experience.Compliance and Reporting:Ensure compliance with laws, regulations, and safety standards.Present performance reports to senior management and align departmental goals Show less • Developing and implementing strategic plans to meet business goals, including setting objectives, determining action plans, and tracking progress.• Collaborating with other departments and stakeholders to align business plans with overall company objectives.• Developing financial models and forecasts to support business planning and decision-making.• Identifying and mitigating risks that could impact business operations or financial performance.• Monitoring and analyzing business performance metrics to evaluate the effectiveness of strategic plans and make adjustments as needed.• Leading cross-functional teams to execute on business plans and achieve goals.• Communicating regularly with executive management and other stakeholders to provide updates on business planning initiatives and progress.• Managing budget and resource allocation to support business planning efforts.• Keeping up-to-date with industry trends and best practices in business planning and strategy development. Show less • Establish business processes, analyze existing process and recommend improvements.• Create and implement Lean vision, strategy, policies, processes and procedures to aid and improve operational performance of company.• Identifying problems and recommending appropriate action to senior management and relevant department heads.• Analyze functional requirements and collect all requirements and document processes.• Maintain appropriate knowledge on various business units.• Defining configuration specifications and business analysis requirements.• Gather and analyze data for potential business expansion.• Identify specific business opportunities.• Coordinate with different departmental teams to produce better business outcomes.• Test business processes and recommend improvements.• Convert road map features into smaller user stories.• Write clear and well-structured business requirements/documents• Identify automation opportunities.• Create reports, dashboards and visualizations to understand business performance.• Analyze process issues and bottlenecks and to make improvements.• Communicate and validate requirements with relevant stakeholders• Develop and maintain reporting tools.• Assist on Financial Analysis for better top manages decisions.• Researching new technological developments that could help the company’s systems become more effective and more efficient.• Support in organizational development and decision-making communication.• Budget Setting, Analysis and Review Show less Network planning for Sales & Aftersales.Analyze all current facilities within the region for compliance to corporate standards and recommend facility enhancementsProactively work with the dealer operators to develop their business, improve their sales performance and their customer experience processes (Sales & Aftersales)Implementation of dealer performance upgrades through facility expansions, relocations, renovations and consultationMonitor and evolve a holistic system of key dealer metrics (KPI’s), including development, agreement, implementation and follow-up of dealer plans (targets vs established KPI’s).Coordinate annual dealer target agreement and performance review meetings - support the establishment of annual and midterm dealer objectives.Identify and negotiate with potential new dealers, review business plans, agree on new dealer start-up terms and work with sales, service and parts to identify initial dealer performance targets.Coordinate and implement introduction, orientation and regular follow-up with newly-signed dealers.Look at growth trends within markets and make recommendations on facility strategyWork with dealers, architects and vendors to make sure the design execution, materials, and signage is to corporate specificationsManage termination process for dealers who fail to meet minimum franchise requirementsAnalyze dealer performance (Sales & Aftersales KPI’s) , track record, compatibility with medium- to long-term network plansIntroduction, Implementing, evaluating and analyzing of Customer Satisfaction Index (CSI) on monthly basis to Network.Introduction, Implementing, evaluating and analyzing of Mystery Shopping (MS) on monthly basis to Network.Creating Dashboards for Monitoring KPI’s through Microsoft Power BI (Aftersales Network Performance Dashboard, CSI Dashboard, MS Dashboard & Balance Score Card, Etc).Introduction, Implementing, evaluating and analyzing of Simple Operation Standard’s (SOS) to Network. Show less Setting standard operations procedure for any process in aftersales department.Setting standard operations procedure for each role (Position) inside aftersales department (Who, Where)Improving S.O.P to get maximum utilization & efficiency & productivity for all departments in aftersales to increase profitability and reducing costs.K.P.I’S Setting, Monitoring and Reporting:Setting K.P.I’s for each role and each department in aftersales ex: (Service Workshop, Parts Dept.,…)Monitoring and Reviewing K.P.I’S on a Daily or Monthly basis and reporting it to concerned departments.Audit on S.O.P if it’s applied or not and to enhance it for better performance.Audit on any K.P.I set to report its result with good or bad performance.Audit on performance for any dept. process is applied or not.Audit on main activities or responsibilities of aftersales dept. ex (Applying 5S Activity, Recall Campagin performance, Complaints handling,….).Customer Satisfaction Index (CSI) Analysis.Target Setting Annually.Achievement analysis compared to target set. (Budget Review)Monthly Aftersales K.P.I’S Analysis for all departments.Lead time analysisReviewing total cost of maintenance (TCM) & Comparing it with competitors.Monthly labor audit for reviewing Recovery rate.Assigning needed reports for Vehicle manufacture.Service advisors performance assessment monthly Body and Paint workshop material analysis.Assisting IT Dept. in testing, applying and training employees in aftersales dept. for any new ERP system (Improving old projects and introducing new projects).Coding new operations on DMS.Tools & Equipment demand review (Ordering new tools & equipment after reviewing current stock).Setting annual target and objectives for Parts department.Measuring monthly K.P.I’S (M.O.S, Fill Rate by customer & line item, Stock aging, stock value)Reviewing Monthly parts sales and it’s profitability (G.P) According to target settled.Reviewing and Auditing on parts dept. S.O.P. Show less

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