THAEER MOBADDA

Managing technical support and aftersales operations for Middle Eastern and African markets. As the primary point of contact for technical escalations, ensuring prompt and effective resolution of issues in these regions

• Created custom reports for stakeholders, providing valuable insights into region aftersales health and performance.
• I am part of eVANS market introductio team introducing electric vans to MENA region, responsible for ensuring distributors' aftersales readiness, planning required training, special tools, workshop layout, and equipment.
• Field technical visits and analysis for escalated technical complaints.
• Market visits to the region distributors evaluating their aftersales operation, and collecting technical feedback about our products.
• Analyzed performance metrics to identify trends, technical issues, parts consumption making data-driven recommendations for improvements.
• Conducted thorough root cause analysis for complex technical issues, and work closely with development team to initiate solutions and actions.
• Facilitated knowledge transfer among the region distributors through monthly online sessions fostering a culture of continuous learning and improvements.
• Reviewed root cause analyses from recalls to identify opportunities for improving.
• Evaluated overall effectiveness of recalls, identifying areas for improvement in future actions.

• Managing & monitoring electric & hybrid vehicles after-sales operations:

Responsible for electric & hybrid vehicles technical escalations across all branches.

Responsible for electric & hybrid vehicles operation safety and guidelines.

Managing electric & hybrid vehicles operations including required staff training, special tools, work stations, and standards.

The only qualified employee to work and handle un-safe electric vehicles including live voltage work/operation.

• Managing & monitoring technical recalls operations:

Required recalls parts management.

Plan and monitor monthly customer communications targets for recalling affecting vehicles (SMS, Emails, & calls).

Monitor monthly recalls completion and prepare action plans.

Communicate newly published recalls with all related departments & management board.

• Remote Software Update:

Filter affected vehicles & release updates based on the internal standards.

Monitor completion rates for each published software version.

Monitor fail rates for new software versions & prepare root cause analysis.

Edit & modify release notes before publication (Arabic & English Versions).

• Leading & supervising all electrical & hybrid vehicles repairs across all outlets.
• Assist all outlets with escalated technical tickets, including legal, safety, and repeated complaints
• Monitoring all special tools & workshop requirements, improvements, and purchase.
• Improve efficiency and information sharing by implementing Yammer portal & designing an automated chatbot; best practice for Q1 and Q2 2022.
• Perform root cause analysis for repeat repairs and negative VOC complaints and implement action plan; increased customer satisfaction by 34% since Jan 2022 and reduced repeat repairs by 8%.
• Develop and maintain data designed to trend and track target achievements and technical campaign execution.
• Design & develop on job technical training for workshop staff.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement including continuous process automation and data processing procedures.

• Develop comparative software modules that enabled the new start-up to penetrate UAE market and initiate market share
• Design automated software features based on AI and algorithms aiming to simplify end-user experience
• Worked closely with the development team to improve the customer experience (UX) & improve the system analytical tools
• Segmenting the current market based on areas & customer types
• Launched & monitored sales in UAE & providing technical support for the sales team
• Handled potential key account customers & provide the necessary demos & training
• Design & execute implementation process of AUTEEV digital system in multiple services centers across UAE.

• Designed coded automated repeated repairs/visits analysis tool to replace the previous manual procedure reducing the required manpower & cover daily updates rather than monthly reports
• Develop & monitor technical campaign parts requirement analysis that enabled us to achieve 93% recall campaign parts availability
• Design & implement a BMW accessories brochure that increased service department accessories sales by 23%
• Analyses technically required parts (based on common faults) & insure availability to decrease repair lead time & increase customer satisfaction
• Monitored the performance of the workshop & apply monthly action plans to maintain low repeated repairs/visit rates
• Weekly coaching sessions for staff based on root-cause analysis results.
• Identified the team members’ areas of improvement and support them through group & one-to-one coaching sessions to reach the next level of their careers
• Design & publish monthly internal newsletters.

• Achieved the lowest repeat repair/visits rates in all of UAE by developing the team’s technical skills & knowledge
• Increase team’s overall efficiency by 15% year to year
• In charge of electric vehicles team.

• Develop full understanding of the whole after sales process and work closely with different departments including: