Ahmed Refat Salem

I got the chance to be responsible for the reception and the workshop at the same time, Manage Body service operation in center in term of facility, manpower and service marketing to achieve target in area of customer satisfaction, customer retention, gross service sales and net profit by adhering to company value and applying the operation standard procedures.

Develops business through insurance adjusters, customers, and other sources to assure an adequate sales volume. Provides a reasonable department operating profit and maintains customer satisfaction standards while controlling expenses.
Directs the activities of body shop employees in performing body repairs, including meeting time schedules and productivity levels and maintaining quality standards.

Managing a team of Three Service Advisor's, two Drivers and two Meet and Greet personnel.

Carrying out daily huddle with the team of Service Advisors and Meet and Greet as part of the Rockefeller habit to discuss any issues and finding a solution to the problem.

Setting individual targets for the Service Advisors for monthly target performance of labor revenue generation.

Ensuring that the vehicle turnover time (TTS) is minimized by control on Work in Progress job cards.

Assisting with all technical issues encountered in the workshop. Sending technical reports via ELSA.

Carrying out warranty self-audit on monthly basis to assess if there are any issues/ corrections needed for repair orders.

Ensuring the Service Advisors are kept up to speed on the warranty processes and requirements.

Gathering information on latest service updates (Technical service bulletins) from workshop technical team and passing the information to the Service Advisors and arranging technical meetings with workshop technical personnel and Service Advisor’s once a week to help Advisor’s know the latest Service Bulletins on the brands.

Liaising between the Principal for any training requirements for Service Advisors.

Customer service and advisory role for the client’s and company benefit.

Balance between higher CSI scores and target achievement.

Follow up job and keep contact with customers.

Coach and lead the new advisors through Dealer Management Systems (DMS).

Up selling and marketing additional products benefits for optimum sales.

Carry out the follow up calls post-delivery to increase CSI index. Follow up job and keep professional relationship with customers post vehicle delivery

Efficient job loading to technicians by proficiency for optimum workflow Follow up jobs in workshop and monitor progress, WIP

Liaison with workshop; advisors and management where needed. Check; correct; assess the job card quality in accordance with complaint and warranty requirements.

Calculate efficiency and hours sol for Service advisor KPI

Technically competent to understand the customer needs and requirements and accordingly raise Service Orders.

Able to provide detailed explanation on jobs to be carried out on vehicle.

Provide detailed explanation and technical justification for additional repairs.

Perform write-up of job card, this will include entering the customer

Information: name, address, telephone numbers date and description of customer concerns.

Make preliminary evaluation whether work will be covered under warranty, customer will pay etc. Review customer service history for indication that current repair requests have been noted repaired previously

Advise the customer on the type of service needed for the vehicle. Perform such other duties as assigned by Senior Service Advisor. Qualifying the customers' requirements and wishes and agreeing estimated costs in advance

Detailed appointment preparation in advance of the customer arriving at the Service Centre

Receiving the customer and completing a comprehensive explanation of the work to be completed with the customer present at the vehicle Informing and advising the customer of offers, seasonal campaigns and other services.

Welcome the clients into the service station and inquire about the troubles they are facing with their automobiles

Examine the vehicle and acquire important details about its performance, mileage, repair work done previously and date of purchase

Analyze the extent of damage the vehicle has suffered and the repairs it would require

Estimate the total cost of repairs and inform the clients about the same Maintain a stock of the important repair tools, spare parts and equipment that are required by the service stations frequently Responsible to guide the clients on maintaining their vehicles and ensuring efficient performance of the vehicles

Identify the reasons for malfunctioning of the vehicle and assign technician to perform the repair works

Advise the clients on using the vehicle appropriately and ensuring regular servicing and maintenance to the engines

Deal and advise client for purchase or resale of old vehicles.

Managing all workshop activity maintains vehicle records by recording service and repairs.

Prepare a list of problems, estimation and the time taken to complete the repair.

Prepare maintenance Schedule.

Flow up the job done inside workshop.