Mohammad Diab Email and Phone Number

Automotive Brands Lead in UAE and International Market such as Oman, Qatar & Egypt.

Head of Aftersales and main contributors in business cross functional matters to Aftersales such as, but not limited to, Marketing, Accessories & Conversion, Finance, Audit, CRM, Customer complaints Management, Customer Engagement Center, MIS and Technical & Warranty Management.

Leading and managing the Service team and operation all over UAE for Cadillac, Chevrolet and Opel. 7 service centres and + 200 employees.

Managing Multi Service Center locations all over UAE, by leading multinational group of people to drive the organizational objectives and achieving company goals.

-Deliver dept’s customer satisfaction Top Box, retention, Total Sales, Gross Profit & Fix It Right First Time targets -Build & maintain service relations with clients for in-depth understanding of their requirements and focus on resolving their issues / problems -Develop strategies ensuring agreed targets and conditions are met and business expectations exceed; develop new service definitions ensuring they can be delivered operationally and cost effectively -Liaise with business for all service improvements, changes & escalations including initial requirements capture -Work closely with the Management, Service teams and other business functions as well as customers to develop customer satisfying service solutions and sustain service leadership position in the industry -Counsel and mentor team members in achieving challenging assignments / opportunities and building skills ensuring transparency of business objectives amongst employees -Mentor and motivate the team in achieving / exceeding targets set ensuring consistent quality deliverables and utmost client satisfaction -Maximize business performance ensuring relations with business customers are strengthened by providing leadership, direction, motivation, coaching and support to team members -Define SLAs ensuring quality and profitable services are performed as per agreed SLAs; oversee performance of services provided to clients ensuring SLAs are achieved and client expectations are met / exceeded -Ensure all operations are executed in line with priorities set by the Management with strict adherence to Standard Operating Procedures (SOPs) -Conceptualize and develop training & development initiatives for improved productivity, capability building and quality enhancement

- Managing and controlling the whole process for the service center.- Monitor customer satisfaction reports, trends and then keep it up. - Conduct weekly analysis of key performance indicators (productivity, efficiency, labor utilization and revenue achievement). - Doing evaluation for the stuff performance & appraisals.- Set and monitor realistic and achievable service performance targets and budget.- Monitor job quality through quality control inspections, comeback reports, complaints

- Supervision & control of technical & organizational procedures in the reception & final control sections; by supporting & training the staff. - Assist to the workshop manager by Handle & diagnose of difficult customer complaints, and arranging of priority treatment for costumers.- Contribute in some technical cases with the technical superintendent inside workshop to diagnose & solve vehicles malfunctions. - Handle of service campaigns as directed by my superior and studying service literatures then distributing them to the service advisors. - Evaluation of training requirements for service advisor personnel & recommend specific training courses to enhance customer satisfaction.

- Receiving & carrying out diagnosis of vehicles for completion of maintenance service, repair and accident repaired work.- Advising customer and preparing repair order by using standard text & flat rates, defining any warranty & good well work - Conducting handover of vehicles, communicate with costumer & discuss any further repair recommendations and processing costumer complaints.- Wide Knowledge of the rules & regulations for the warranty applications.

- Diagnosis of technical problems for the Massey Ferguson tractors- Organize & schedule the field service repairs for the customers with the workshop.- Doing the warranty claims and the special order parts for the products.