Mohamed Mahmoud Ali

Experience

• 

  TOYOTA CO., Automotive - Sales & Repair Services

  Nov 1999 - Mar 2011

  • Supervision all business, technical and administrative aspects of service center.• Hiring, training and evaluating technician and support staff. • Ensuring staff attendance to the continuing education programs till the end. • Assist in diagnosis of difficult problems then deliver solutions to all staff in training.• Update the database by any new warranty information or pricing changes. • Follow up the maintenance contracts with companies.• Make the decision of defining and deploying ads for service department. • Achieving the customer retention concept by offering customers Special promotions and free maintenance.• Implement Toyota's international standards and Kodawari program.• Provide a detailed report regarding the development to the Director of Maintenance.• Follow up the daily, weekly and monthly reports.• Reduce the idle time of each technician and increase the technical proficiency to increase productivity and profitability for the whole service center.• Follow up the warranty and special cases with the guarantee management.• Conducting periodic meetings and discussing working problems to ensure continuous development.• Follow up technical support and continuous improvement to ensure "repair from the first time".• Working to satisfy customers in a complete and continuous manner.• Continuous updating for diagnostic devices, new catalogs, and computer systems. Show less • Greeting the customer, taking over the vehicle, checking the car case and the accuracy of the customer and vehicle data (VIN, odometer, instrument cluster messages).• Defining the scope of repair with customer.• Defining and explaining the estimated time and expected costs.• Reminding the customer by mail or message about the work recommended during the last visit and the next service time.• Monitoring the maintenance or repair process to customer to meet the promise time.• Communicate the customer about any additional work that may be required as identified by the technician.• Coordinating the handover to the customer.• Explaining the performed work and invoice to the customer.• Explaining the necessity / advantages of any additional recommended services and / or repairs To the customer. Show less • Greet customers when they arrive to the service center, write the job order, listen to the customer problem, then direct the vehicle to the specific mechanic.• Consult with mechanic about necessary repairs then explain the customer all repair cost (parts, service) and the promise time to finish.• Advise customers about warranty repairs.• Help the technical advisor or Forman about the diagnosis after referring to repair manual. • Manage and oversee the service center’s workflow and scheduling. • Contact with customers to inform them about changes in service or to let them know their vehicle is ready for promise time. Show less

  • Service Manager

    Aug 2004 - Mar 2011

  • Master Service Advisor

    Feb 2001 - Jul 2004

  • Service Advisor

    Nov 1999 - Jan 2001
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  TOYOTA CO., Automotive - Sales & Repair Services

  May 2011 - Aug 2016

  Services General Manager

  • To carry out all the work of workshop manager on a wider range for the maintenance area which consisting of 4 service centers• Responsible for the performance of service centers, achieve the targets and maintain the continuous improvement (kaizen)• Follow up the performance of workshop managers and prepare the reports to submit it to the General maintenance Administration for monthly discussion.• Follow up the establishment of Toyota's international standards and the implementation of the Kodawari program.• Follow up the management of business and coordination between the service centers in terms of technicians training, provide spare parts and coordinate the warranty work. Show less

• 

  TOYOTA CO., Automotive - Sales & Repair Services

  Nov 2016 - Apr 2020

  Service General Manager

  • Follow the work progress to ensure that is profitable and productive. • Achieve customer wants and needs.• Provide informational tools and Toyota systems to all technicians.• Assist training center and technical support to motivate technicians and teams. • Develop, train and retain qualified employees to make them reach to the highest level in Working.• Ensure delivering high quality service and customer satisfaction concept.• Classifying technicians by skill to fill the work needs appropriate skill.• Review all the service managers’ work, especially accuracy and completeness.• Help all service centers to ensure long-term growth in sales and profits.• Ensure the maintenance for company fixed assets is applied.• Ensure the office records, returns and main records are well maintained.• Apply all Toyota systems and set standards for the companies (Kaizen and Kodawari).• Making the necessary decisions to develop and achieve profitability for each branch.• Motivate all employees to maintain the highest satisfaction rate for customers.• Upgrade the technical level of all technicians to meet the global levels of Toyota.• Providing technical support to all service centers.• Raise the spirit of cooperation between the members of the company's team. Show less

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  TOYOTA CO., Automotive - Sales & Repair Services

  Feb 2021 - now

  General Manager Service Operations

  - Ensure high levels of customer satisfaction.- Handle customer complaints and resolve issues promptly.- Develop and maintain strong customer relationships.- Oversee daily operations of the service department.- Develop and implement aftersales strategies to improve service efficiency.- Monitor and analyze aftersales performance metrics.- Hire, train, and supervise service staff, including technicians and service advisors.- Implement training programs for service staff to enhance skills and knowledge.- Ensure the profitability of the service department.- Prepare and manage aftersales budgets and control costs.- Ensure compliance with Toyota's standards and industry regulations.- Conduct regular audits and inspections of service operations.- Coordinate with sales, marketing, and technical teams.- Ensure proper inventory management and availability of spare parts.- Provide regular reports on service department performance to senior management.- Stay updated with industry trends and best practices. Show less