Mohamed Zuhair El Khatib
Automotive Service Manager
Summary
Service Manager bringing +20 years of automotive after sales experience. Proficient in business practices, standards of operation and customer needs.
Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Consistently drives results by building and leading high-performance teams & excellent communication skills with proven history of effectively collaborating across all organizational levels.
Professional leader with a history of meeting company goals.
Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
23
23
years of professional experience
5
5
years of post-secondary education
13
13
Certifications
2
2
Languages
Work History
Online Marketing Specialist
Self-employed
, Egypt
09.2022 - Current
- Developed and implemented techniques for increasing page visits and likes.
- Created and managed landing pages for products.
- Optimized website content and images to improve search engine rankings.
Service Manager
Abdul Rahman Albisher & Zaid Alkazemi Co, Mercedes Benz
, Kuwait
12.2017 - 11.2021
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored service staff performance and provided feedback for improvement.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service report KPIs to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings & service center revenue.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Resolved critical customer complaints in professional and timely manner.
Reception Manager
Abdul Rahman Albisher & Zaid Alkazemi Co, Mercedes Benz
, Kuwait
05.2013 - 12.2017
- Kept reception area clean and neat to give customers positive first impression.
- Improved customer satisfaction scores through problem-solving skills.
- Built and managed processes for tracking and monitoring department performance.
- Oversaw appointment scheduling and itinerary coordination for both customers and personnel.
- Resolved issues through active listening and open-ended questioning.
- Oversaw smooth reception area operations and assign tasks to service advisors as per skill level.
- Maintained dealer standards promptly and ensure proper entry/delivery of vehicles.
- Developed new strategies for customer retention activities.
- Trained , controlled &evaluated service advisors.
- Handled sensitive warranty cases.
Business Owner (automotive accessories)
Self employed
, Egypt
06.2010 - 05.2013
Service Advisor
Abdul Rahman Albisher & Zaid Alkazemi Co, Mercedes Benz
, Kuwait
03.2008 - 02.2010
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Documented problems and corrective actions to maintain records.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Performed initial vehicle diagnosis.
- Received daily about 12 vehicles.
Service Advisor
MOHAMED NASER AL-SAYER & SONS EST. CO. (Toyota & Lexus)
, Kuwait
03.2006 - 02.2008
- Received daily about 12 vehicles.
Reception Supervisor
Royal company (Automotive repair multi brand)
, Kuwait
04.2003 - 01.2006
Workshop Foreman
German auto service Mercedes Benz
, Egypt
08.2000 - 12.2002
- Allocated repair orders in accordance with free capacity and qualification of the employees
- Instructed, assisted & supervised technicians to carry jobs.
- Diagnosing vehicles to determine the suitable repair.
- Observe safety and cleanliness in the workshop area.
- Determine labor charge and parts needed in coordination with reception.
- Coordinated with warranty department.
Education
Bachelor's degree - Automotive Engineering
Ain Shams University
Egypt 09.1995 - 06.2000
Skills
Management
Certification
Mercedes Benz Certified Supervisor
Training & Technical Experience
- Product knowledge training various models.
- Mercedes-Maybach S-Class Market Launch.
- Mercedes Benz Intelligent Drive.
- Mercedes Benz telematics.
- Mercedes Benz Regional Training Experience, Dubai.
- Mercedes Benz Global Training Experience, Portugal.
- Electrical & electronic system Diagnostic strategies.
- Conducting Complaint Discussion.
Timeline
Online Marketing Specialist
Self-employed
09.2022 - Current
Service Manager
Abdul Rahman Albisher & Zaid Alkazemi Co, Mercedes Benz
12.2017 - 11.2021
Reception Manager
Abdul Rahman Albisher & Zaid Alkazemi Co, Mercedes Benz
05.2013 - 12.2017
Business Owner (automotive accessories)
Self employed
06.2010 - 05.2013
Service Advisor
Abdul Rahman Albisher & Zaid Alkazemi Co, Mercedes Benz
03.2008 - 02.2010
Service Advisor
MOHAMED NASER AL-SAYER & SONS EST. CO. (Toyota & Lexus)
03.2006 - 02.2008
Reception Supervisor
Royal company (Automotive repair multi brand)
04.2003 - 01.2006
Workshop Foreman
German auto service Mercedes Benz
08.2000 - 12.2002
Bachelor's degree - Automotive Engineering
Ain Shams University
09.1995 - 06.2000
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