Adham Charani

Experience

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  PDM Jaguar & Landrover

  Nov 2004 - Aug 2009

  Technical & Training Manager / Workshop Manager @ Kia Motors, Ford, Land Rover & Jaguar

  ▪ Oversaw daily functions of the main service centre for major repairs, vehicle maintenance, and body shop operation to ensure productivity, control costs, and achieve high customer satisfaction.▪ Mentored one technician trainee to achieve 3rd place in the regional competition the Middle East and Africa for Kia Motors in 2009 and one 3rd place in 2007.▪ Established training programs for sales, after-sales, and non-technical events while providing technical support for the main service centre and four dealers. Show less

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  Toyota Motor Corporation

  Sept 2009 - Nov 2012

  Technical & Training Manager, Toyota, Lexus & Daihatsu

  ▪ Oversaw operations, standards, and requirements involving Sales Academy training, technical training TEAM-21, non-technical training TSA-21, and customer care training.▪ Handled tools inventory, equipment maintenance, operations planning, and quality assurance procedures.▪ Directed the technical division, technical support teams, business reports, and FRFT implementation.

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  Kia Motors – Iraq(NIM)

  Dec 2012 - Jun 2018

  ▪ Built the sales and after-sales training division to coach team members and increase practical skills.▪ Directed the CRM operation, developed detailed reporting standards, tracked metrics, and defined key performance indicators (KPIs) to measure progress.▪ Expedited training through the internship program with vocational schools and polytechnic institutions in partnership with Erbil Polytechnic University and German Society for International Cooperation BFZ, vocational advanced training centres of the Bavarian economy.▪ Managed site logistics and program planning for the Auto Show 2013, 2014 and 2015. Show less

  • National Service Manager

    Oct 2016 - Jun 2018

  • Technical and Training Manager

    Dec 2012 - Sept 2016
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  Mercedes-Benz Australia

  Oct 2019 - Apr 2020

  Quality Controller Supervisor

  ▪ Reduced back jobs by 16% through rigorous inspection procedures and proactive problem identification.▪ Developed and implemented dealership standards aligned with industry best practices, fostering consistent quality across all service areas.▪ Trained and mentored technicians on proper repair techniques and quality control principles, leading to improved skill levels and customer satisfaction.▪ Investigated and resolved customer complaints regarding service quality, ensuring timely and effective resolution.▪ Monitored technician training and collaborated with shop foreman to identify and address training needs, maximizing team performance.▪ Maintained meticulous documentation on all repair orders, ensuring compliance with warranty procedures and regulatory requirements.▪ Demonstrated exemplary knowledge and adherence to all applicable hazardous waste and OSHA Right-to-Know regulations. Show less

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  Hyundai Motor Company Australia

  Nov 2020 - now

  ▪ Spearheaded achievement of monthly, quarterly, and annual targets, ensuring compliance with key performance indicators (KPIs).▪ Oversee CSI, NPS, and service retention by fostering effective communication with Dealers and national operations on technical issues, client relations, and aftersales operations.▪ Uphold Dealer retention rates and enforce adherence to HMCA standards.▪ Implement and enforce aftersales policies and procedures for assigned dealers, including Warranty and Parts Policies, for optimal business practices.▪ Conduct regular reviews of Dealer part sales, marketing activities, and inventory, ensuring alignment with HMCA policies and best practices.▪ Assist Dealerships in managing parts inventory levels and obsolescence, minimizing non-genuine parts usage.▪ Compile and analyze reports on market trends and indicators within the parts market.▪ Facilitate access to service and parts support from Senior Regional Managers, General Managers, and internal departments for all Dealers.▪ Actively contribute to and support regional and national service, parts programs, and marketing initiatives.▪ Collaborate with ASM's to enhance dealer accessory sales per new vehicle.▪ Regularly review Dealer warranty claims and audits, reporting findings when necessary and providing warranty training to Dealerships as required.▪ Extend support to dealers, customer care, and national teams regarding warranty and ACL claims, actively participating in customer concern resolution.▪ Cultivate and manage relationships with Dealer part customers, including panel repairers and trade clients.▪ Serve as HMCA's representative in formal mediation and dispute resolution processes. Show less ▪ Proactively improved dealer network satisfaction by 15% through efficient multi-channel technical support (Intranet, email, phone, and onsite hands-on field visits).▪ Cross-functional technical specialist to identify and resolve a critical bug impacting 85 dealerships, across the country.▪ Reduced product warranty returns by 10% by providing accurate technical diagnoses and assisting with component replacement testing.▪ Delivered impactful technical updates at Regional Foremen meetings, fostering collaboration and knowledge sharing among dealerships.▪ Collaborated with internal departments to resolve product inquiries quickly and effectively, ensuring prompt case closures and customer satisfaction. Show less

  • Area After Sales Manager

    Jul 2022 - now

  • Technical Liaison Specialist

    Nov 2020 - Jul 2022