Marwan Darwish

Experience

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  BMW Bavaria Motors

  Jan 2006 - Jan 2009

  1. Establish the customer's needs after receiving and welcoming him.2. Provide labor cost estimates if necessary in conjunction with diagnosis section.3. Convey requirements clearly to the workshop by preparing work order based on manual.4. Follow up with the customers5. Explain repairs to the customer & ensure that the he understand6. Promote sales of additional service work.7. Complete invoice summery & hand over a copy with the invoices to the accounting department daily. 8. Respond promptly to customer requests.9. Handle warranty policy within the authority given.10. Follow-up workshop to ensure delivery time as promised Show less 1. Responsible for repair work in particular difficult tuning, Adjustment of engine, drive components, transmission, Electrical & air condition system.2. Control technician work time. 3. Convey extra work to the service advisor for approval by the Customer, informed workshop capacity and incomplete jobs.4. Correct use tools, equipment and informs workshop manager about misuse and defects.5. Delivers warranty parts after replace it. 6. Used service form, organizing aids, flat rate manual, repair Manual, parts catalog. Vehicle service file, status of follow up, planning and time analysis. Show less

  • Automotive Service Advisor

    Jan 2008 - Jan 2009

  • Work Shop Engineer

    Jan 2006 - Jan 2008
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  SGS Egypt Ltd

  Jan 2009 - Jan 2010

  Senior Operations Engineer

  1- Follow up all day-to-day operations and inspectors. 2- Monitor in-hand projects and contracts to make sure that we are in line with Ministry of Tourism contract targets; Petroleum companies targets, Smart Village targets, etc.3- Overall in charge of Monitoring vehicle inspections (brakes, headlights, emission, tires & air conditioning) and driver testing (drug/alcohol) with ON THE ROAD MOBILE TESTING UNIT.4- Coordinating operation time schedule between the On The Road Mobile Testing Unit team & guiding the dedicated Police Traffic Control Officer and the Tourism Department Officer, who will be part of the team.5- Internal Audit to make sure that the test inspection done as per standard procedure. 6- Prepare Technical and Commercial offers.7- Performing Sales and marketing activities for all Automotive services. 8- Study the inquired Projects and Tenders.9- Answer queries on test procedures & results.10- Maintains archive of all test results on the laptop & ensure constant backup according to company procedure.11- Control the spare parts inventory & organize stock refill from the suppliers using company spare parts management procedure.12- Update other documents & database accordingly. 13- Review and sign on certificates and reports and resolve any customer complaints.14- Supervise and co-ordinate inspection and training activities. Show less

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  ALJ Daihatsu Misr

  Jan 2010 - Jan 2012

  Automotive Service Advisor
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  Mercedes-Benz Egypt

  Jan 2013 - Dec 2013

  Senior Service Advisor
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  Jaguar Land Rover

  Dec 2013 - Feb 2021

  1. Preparing monthly reports for KPI(s), excellence e-learning & Castrol competition along with SA(s) individual meetings to review improvements.2. Preparing weekly reports for CEIP & NPS (CSI) (≥75%), revenue/WIP, TTS (≤3) days, Aged WIPs & R status to SA(s), Workshop & Parts along with up-selling for value added service for targets & revenue goals.3. On floor monitoring day to day operation to handle a budget of ( 5 ) million AED labor, ( 150 ) daily throughput vehicles & make sure that customers are getting WOW experience.4. Effectively handling customers complaints or escalations through call center VOC, DED & consumer protection & MENA regional office CRC patiently as first point of contact.5. Preparing DMS (Auto line Drive) booking slots, blocking slots, shifts distribution & annual leaves arrangements plan for SA(s), CCR(s) & Drivers.6. Initiating & implementing processes including fair distribution, delivery, courtesy cars utilization, availability & regular services in addition managing shuttle drop off quality, timings & availability.7. Coaching sessions for individuals in front office & mentoring new joiners including technical & non-technical knowledge sharing.8. Brainstorming new ideas (monthly KPIs department award/appreciation through HR intranet, questionnaire module answers for call inquires. CAFU,…) for team motivation & cost control. Show less

  • Service Reception Manager

    Nov 2017 - Feb 2021

  • Certified Senior Service Advisor - Level 2

    Dec 2013 - Nov 2017
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  Star National Automotive

  Feb 2021 - Aug 2023

  * Build a strong service network and customer centric team, that anticipates the customer needs to stay ahead of its competition.* Prepare aftersales annual business plan based on units in operation (UIO), sales performance, past achievement with actions and strategic goals that meet with company strategy and dealer standards to achieve CSI/NPS scores.* Ensures parts maximize gross contribution margin and keep optimum stocks without affecting availability while considering cost price to ensure sales volumes are met and customer satisfaction levels achieved.* Ensures product technical issues reported are resolved to highlight training / corrective actions for service quality. * Analyses productivity, efficiency, and utilization reports through Power BI charts to improve performance. * Review warranty credited and claimed amounts Implement marketing campaigns including promotions to maximize revenue potential with support of Marketing department. * Implement agreed strategy for HR including search and recruitment, succession planning, motivation, culture and attitudinal development, performance appraisals. Show less * Enrolled and transferred to Parts Department for a development plan in company talents program for 1 year to acknowledge Parts Business/ logistics / Budgeting / Business plan to be prepared for Aftersales Management role. * Control with efficiency of the entire Parts and Accessories areas besides attaining the set procurement, sales and profit targets, availability of parts. * Maintaining all logistical structures and processes, taking into account standards of the manufacturer, planning, managing and developing human resources in the Parts department. * Define measures for parts sales with the After‑Sales Manager based on strategic, operational goals, performance indicators, planning of investments, costs, unit sales and profits. * Monitor and manage parts sales and logistics by observation and analysis of performance indicators and key figures and forwarding data to Service Management. * Implement systematic and cross‑divisional Parts market development. * Develop a pricing and product range strategy with transparency and segmentation of the customer structure in the Parts. * Create marketing planning for Parts in coordination with internal service marketing car sales, and/or the central contact manager. * Ensure cost‑efficiency through optimization of processes for procurement, inventory planning and sales. * Ensure compliance with all legal requirements and manufacturer related specifications (e. g. stocktaking). * Ensure a brand representative atmosphere Parts (e.g. in the display area for parts and accessories). * Assigned to STAR PRIORITY Project and effectively initiated & developed quick service section in SNA_PH branch to increase throughput & revenue. (September 2021 ‑ March 2022). Show less

  • Automotive Manager

    Jan 2022 - Aug 2023

  • Spare Parts Manager

    Jul 2021 - Dec 2021

  • Service Reception Manager

    Feb 2021 - Jun 2021
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  Al-Futtaim Automotive - الفطيم للسيارات

  Sept 2023 - now

  Aftersales Manager