Al Masaood Power Division, MTU Dealership

• Apply service Managers business tools and measures (KPI) to improve service operations in terms of efficiency, customer satisfaction, and profitability :1. Set In Service KPI 2. Maintenance and repair as percentage of Revenue KPI3. Warranty Performance ( WP )4. Labor hours analysis KPIs5. Labor utilization KPI 6. Technicians Productivity KPI 7. Rework KPI8. Service Profitability 9. Work In Process KPI10. Parts Inventory KPI• Having Service Financial Statements on monthly basis to study and act accordingly :-  Profit and Loss Statement (P&L) 1. Service Material cost 2. Workshop expense

- Responsible for the entire Service Operation in Western Region( Jeddah , Yanbu, Abha and Gizan Branches)- Improving Service operations to be more efficient and profitable. Determining what the customer needs are and providing them with the right solution.- Responsible for the overall Regional Service annual budget.- Develop a rolling 3-Years Plan for the Regional Service operation to accomplish the primary purpose of the job.- Having Service Financial Statements on monthly basis to study and act accordingly :- 1. Profit and Loss Statement (P&L) o Total Service Sale o Cost of Service Sale o Direct Expense o Indirect Expense 2. Cash Flow Statement - Control Realized Technician Rate (Technician standard labor cost rate/h and Brake Even Rate )- Understand and deal with the accounting / Finance concepts  * Variance  * Accrual Account  * Operating Statements ( P&L)- Apply service Managers business tools and measures (KPI) to improve service operations in terms of efficiency, customer satisfaction, and profitability :1. Service Dealer Customer Acceptance Level ( SDCAL)2. Percentage of Parts Sales ( POPS)3. Warranty Performance ( WP )4. Labor hours analysis KPIs5. Labor utilization KPI 6. Technicians Productivity KPI 7. Rework KPI8. Service Profitability 9. Work In Process KPI10. Average Return to Ready Time KPI.11. Maintenance and repair as percentage of Revenue KPI.12. % of Assets in down status KPI13. Units in shop for more than 30 days KPI- Applying the Condition Monitoring system ( CAT product link) Condition Monitoring Strategy will allow us to : 1- Monitor operating performance of equipment 2- Track productivity performance 3- Maintain accurate maintenance history 4- Minimize unplanned/unscheduled repairs

• Apply service Managers business tools and methods to improve service operations in terms of efficiency, customer satisfaction, and profitability :1- Service Dealer Customer Acceptance Level ( SDCAL)2- Percentage of Parts Sales ( POPS)3- Warranty Performance ( WP )4- Work In Process KPI - Provide prompt and efficient field response to customer's warranty needs on new product in the warranty period, liaising with Sales Department.- Through correct scheduling of manpower, meeting customer needs and generating new business for revenue repairs on Zahid represented product.- Conduct all field service activities in accordance with Company policy regarding finance, warranty guidelines and Service Department terms and conditions.- Responsible for profitability and financial performance of field service cost center.

• Planning and improving to generate new business for revenue repair. • Improve service response time • Meeting customer satisfactions and expectations all the time • Managing and organizing field jobs • Improve technicians skills technical side, job accuracy, lost hours, efficiency which enhance our KPI standards measures within the department• Planning to improve our service, quality, quantity and durability since we have big challenges in the market. • Encourage technicians to raise new ideas which aid to improve the general process and increase customer satisfaction• Monitoring the technicians abilities to perform different tasks of jobs and help them to use the proper tools and tests• Developing good relation with our customers (loyal/ new) by providing a premium services to represent Caterpillar Dealer within our area• Liaising with sales and product support to get customer satisfaction all the time. • Monitor the PIP & PSP jobs and get them done to prevent the failures and improve the caterpillar product image.

• Basic system operation for CATERPILLAR Earth Moving Equipments- Engine, Hydraulic, Power Train, Electronic & Electrical Systems• Using CATERPILLAR special tools and recommended instructions to perform different tasks from removing and install/repair/measuring/logging to troubleshooting• How to work with team during repairing processes, under pressure • Using the service literature and use it as a reference to work (work team, fast, accurate, safe)