Omar Ismail Mohamed

• Ensure Branch and Dealer Compliance with TMC/TEG Standards: Oversee that branches and dealers consistently adhere to TMC/TEG standards in both service and parts operations. Additionally, drive the implementation and sustainability of their operational development programs.

• Evaluate and Enhance Dealer and Branch Performance: Comprehensively assess the strengths and weaknesses of each dealer and branch through evaluations, monthly KPIs, performance review field visits, NPS results, and customer feedback. Collaborate with supervisors to devise and implement actionable improvement plans, while monitoring and tracking progress.

• Facilitate Communication and Performance Improvement: Serve as the liaison between dealers and TEG departments, ensuring seamless communication and facilitating the enhancement of dealer performance when necessary.

• Verify Operational Compliance through Dealer Visits: Conduct scheduled dealer visits as outlined in the yearly plan to ensure all operations adhere to established SOPs and standards. Achieving the targeted annual field visit

• Analyze and Ensure KPI and NPS Target Achievement: Collect and scrutinize dealer performance KPIs and NPS results, ensuring all outcomes meet the predetermined targets. Achieving the annual targets in all the designated KPIs and NPS.

• Report Field Visit Findings: Regularly report field visit activities to the operations manager, emphasizing strengths, weaknesses, and progress of action plans. Submitting and creating action plans with follow-up schedules for all visits.

• Monitor and Improve Safety and DERAP scores: Follow up on and collect required metrics for safety, DERAP, and format installation, implementing necessary measures.

• ‑ Working as Customer Quality compliance Auditor at Customer Experience
  Department and Responsible for Quality Auditing for 3 Brands (Chevrolet &
  Opel & MG) in Service centers and showrooms .
• Monitor Network Operation for (After sales & New Vehicles sales) by Data Analysis for KPI,s and Measure Personal Achievement for it.
• Responsible for Quality Improving for ( Sales & After sales)by Making Quality Visits and Observe the operation Matching to Standards and taking Audit notes to Make Action Plans to provide in in specific Due date.
• Responsible for Preparing Monthly Report for Business Development and Analyze Customer Satisfaction Index with the Sales and Service Mangers to discuss working plan during The year.
• Responsible for Loyalty Programs Monitoring like (Extended Warranty & Prepaid services)
• Responsible for new hiring people Training on Our Standards like (General Motors Standard for Chevrolet "Service Lane Excellence") And (Stellantis Company Standard For Opel "Simplified Operating Standard").
• Evaluate employees' performance from CSI & shadowing, to guide their professional development.

• Control the flow of work in the respective workshop reception section.
• Maximize the section's efficiency, productivity, and quality of service.
• Ensure that customers are handled nicely and professionally by service advisors.
• Maintaining good and proper communication with all external and internal customers
• Assists Regional Service Manager.
• Distribute to the customer when counter is busy during rush hours.
• Advising customers and handling complaints with an open mind.
• Assist service advisors on the job, providing expertise and support for the latest information in the system.
• Observe warranty and service measures cases.
• Handling Key customer representatives coming to service reception.
• Closing job cards, invoicing, and backup.
• Following up on the progress of repairs in conjunction with the workshop Staff involved.
• Supervise the progress of work and adherence to deadlines.
• Advise in the determination of spare parts requirements, participate in the preparation of job orders, and advise about repair order extension in coordination with the service advisor.
• Responsibility for service measure correspondence & follow-up with the customers.
• Present, negotiate, and sell service quotations.
• Ensure selling of all repair services and special packages and promotions offers.
• Efficient planning of service appointments and workload in collaboration with RSM and Workshop Supervisor / Foreman
• Timely vehicle status and repairs updates and communication towards all external & internal customers
• Ensure accuracy & completion of all Labor Positions and Standard Repair times utilized in Job Cards

• Determines automotive problems by listening to customers' descriptions of symptoms; clarifying descriptions of problems; conducting inspections; taking test drives; checking vehicle maintenance records and examining service schedules.
• Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles.
• Enhances the organization's reputation by achieving and overachieving the targeted CSI (Customer Satisfaction indicator).
• Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns.
• Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures.
• Promote parts & accessories sales by informing customers about different products, vehicle care, and maintenance that can get their vehicles operating more efficiently.
• Updates job knowledge by participating in educational opportunities; reading manufacturers' publications.
• Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions.
  

• Supervises group of Service Technicians, coordinates, and schedules Technician work schedules.
• Communicate repair plans to Technicians aligned with customer quotes.
• Monitor and record technicians’ productivity and repair quality.
• Provides coaching and feedback to individual Service Technicians; provides performance reviews opportunities for professional growth.
• Provides some first level of support to Service Technicians requiring assistance; escalates technical support needs for resolution when needed.
• Assists with service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations.
• Assist with reviewing quotes for accuracy prior to communication to customers; provides updates on repair status and any plan or schedule changes.
• Monitors the status of open repairs with workshop technicians; addresses issues that impact completion of the repair plan in the time quoted to customers