Mohammad Maher

Experience

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  Daimler Chrysler,MECC &Abou Ghaly

  Feb 2006 - Sept 2008

  Team Leader

  Manage&supervise vehicles periodical maintenance and heavy repair processed by 10 techs work group.

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  Mercedes Benz,ECC-Pyramids,Authorized 3S Service center

  Oct 2008 - Oct 2011

  Senior Technical Advisor

  Lead a group of 6 A-Grade Technicians whom basically receive Diagnosis and overhauling repair order. ●Support customer by answering product issues and inquiries.●Support customers & SA by simply describing the complex diagnosis problems.●Build a strong relation with fleet customers by promptly interact with their needs.●Support group technicians with the necessary diagnosis steps considering mandatory safety precautions as per repair manual and technical bulletins guiding procedure.●Diagnosis and prepare internal analysis and external dealer technical reports for complex diagnosis, product issues and back job repair orders.●Ensure fulfillment and ordering process for SST.●Prepare an accurate overhauling estimations and update as necessary.●Support in-house training dept. by sharing experiences and practical on job training for all technicians. ●Window persons for Mercedes-Benz head office on dealer technical and training issues.●Conduct periodical maintenance and calibration for workshop equipment and measuring tools. ●Contact person for dealer with Online Platform staff.●Maintain MB standard operating procedures for staff and technical issues. Show less

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  Toyota Egypt Group

  Oct 2011 - Nov 2016

  Workshop Manager-Assistant Service Manager

  ●Lead a team of 4 Team leaders & 30 Technicians entire 15 GR, 3 EM working bays with a daily average throughput of 90 vehicles. ●Confirm WS maximum possible productivity by ensuring staff discipline, SOP in safe and clean work place to standard guidelines.●Conduct FIR program analysis “Back job, late delivery, excessive lead time” reporting customer satisfaction immediate actions as well as counter measures action plan.●Periodically update staff skill matrix to stands on the training needs as per frequent repair / diagnosis jobs.●Monthly evaluation for ws staff and quarterly report the candidate for MOTQ reward.●Daily confirm Equipment, SST and hand tools readability for all type of repair orders and register any additional items needed. ●Conduct periodical maintenance and calibration for workshop equipment and measuring tools. ●Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.●Conduct a regular meeting with staff ensuring their satisfaction and sharing any technical or operational updates.●Daily study the stoppage and carry over reasons in order to minimize it to the lowest possible level.●Daily stands on the productivity summery report problems and opportunities and immediately take the necessary actions to ensure maximum productivity daily targets.●Daily share the appointment sheet for the next day with RSH and time keeper in order to commit customer expectations during service visit.●Delegation of service center manager authorities.Competitive records:1-Best Employee for last quarter 2015.2-Share experience to establish new branch in Ismailia to serve 40 vehicles per day.3-Effictively conduct FIR program & successfully reduce BJ to 4%4-Increase Labor sales up to 35 % based on staff leveling and enhance SA selling skills cooperating with RSH.5-Increase EM daily traffic with up to 25% higher from 38 to 50 vehicle per day.6-Achieve 100% of staff certificate rate. Show less

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  Toyota-Rizk trading

  Nov 2016 - Nov 2018

  Overall business development through: ●Support dealer infrastructure renewal as per Toyota CI and operational Guidelines.●Customize the global standards of TOYOTA distributer to company service centers.●Develop new Customer Satisfaction Measurement tools (NPS). ●Implement TSM Kodawary Program (Dealer standards TOYOTA MOTOR CORP. )●Conduct random assessment to evaluate parts and service operations and develop enhancement action plans. ●Communicate with TOYOTA Distributer to get latest updates for new programs and projects.●Conduct promotional campaigns for strategic service products. ●Increase the after sales market share by formulating and deploying new business strategies.●Enhance CI dealer parts store and set standards for their facilities and operations●Develop customer Loyalty program.●Develop employee Engagement program.●Customize KPI management system (Pro-Activ) supported by Prosoft in order to visualize the weaknesses and strengths of dealer operations●Strengthen the value chain business to ensure dealer profitability and increase the customer base, amid sluggish marketing conditions.●Expanding promotional strategies to attract service customers ●Enhance communication between Dist.Competitive records:1-Setup, Execute and monitor Toyota renovation & reauthorization Action plan to finally overcome only 23% mandatory program score to 93%.2-Renovate & transfer B&P dealer ws to Mega shop in other location.3-project manager for service business expansion with new (Subaru-ABG) 2S dealer agreement.4-Increase Service center revenue with an average of 35% by saving (15% others sales) and (40% of labor sales) loss of sales opportunities.5-Enhance business stability by establishing a strong fleet business through designing a Service contract and promotion program. (4 non active customer return – 2 new service contracts).6-50% increase in staff certification rate. Show less

  • Kaizen & Field Operation manager

    Nov 2016 - Nov 2018

  • Service Manager

    Nov 2016 - Aug 2017
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  Peugeot

  Nov 2018 - now

  Service Center Manager/Deputy After Sales Manager

  ●Confirm all time Service center readability with the necessary tools and equipments.●Cultivate staff with 5S concept to ensure Facility & Equipment readability considering the basic perceptions of waste reduction. ●Overseas Customer satisfaction reports conducting various customer loyal & retention programs (PSFU, CSI, NPS).●Ensure highest quality levels and control Back job immediately. ●Overcome Customers Complaints reasons by deep analysis to its resolution and agile interaction with its daily and monthly reports. ●Cultivate business relations (Fleet & retail customers) ●Ensure Optimum utilization for service center capacity. ●Promote & monitor appointment system.●Plan and monitor to ensure service Sales targets achievement. ●Sustained Safe and environment friendlies workplaces based on global standard guidelines.●Conduct a regular kaizen meetings with service team and other dept. in order to continuously improve service levels.●Overseas Warranty claims submission in order to insure smooth and effective reimbursement procedures. ●Strengthen the value chain business to ensure dealer profitability and increase the customer ●Prepare yearly Capex updates with its necessary justifications. ●Collaborate with top management to establish real and competitive Budget/Targets.●Sustain standard operations and its proper documentations. ●Carryout yearly staff appraisal performance.●Contribution with HR Dept. in several Employee Engagement programs..Competitive records: 1-Establish after-sales SOP based on global standard along with PSA SOS resulted in: Improve CSI by 40%. Increase PSFU from 60% up to 95% Decrease customer complaint by 50% Dampen Back job from 27% to 5% with in a very short time (3 months). Successfully reduce 1st service visit lead time from 3.25 Hr. to 1.25 Hr.2-Staff leveling to 50% whom be capable to receive 200% of average traffic resulted in “ Increase Utilization from 22% up to 63%. Cost control up to 25%. Show less