Atika Hiassat

  • Amman 02


Work History

Work History

Jul 2003 - Present



Main Purpose of Role

Monitor and support the operations in CTA service centers, improve the running systems and procedures, suggest development actions and enhance control to it, manage audits and reports, manage warranty and special service campaigns procedures and ensure proper controls over the scrap disposal process

Key Responsibility Areas

Systems and Procedures: 

·         Develop and document operational procedures, systems, work instructions and policies; and follow up on implementation where applicable

·         Audit the level of compliance against the documented SOPs and WIs

·         Consolidate, report and present audit findings to the concerned entities

·         Ensure proper documents and records control system implementation in the company


Warranty and Special Service Campaigns (SSCs):  

·         Manage and control warranty system in CTA to provide best services, protect company reputation in alignment with TMC directions

·         Audit warranty and SSCs and provide non-compliance reports

·         Manage SSCs procedure and ensure proper implementation in alignment with TMC directions

·         Manage warranty stores in service centers and relevant disposal / selling process

·         Manage the warranty and SSC required reports with TMC

·         Analyze and report any trends or issues that can affect the product/service reputation for actions to be taken


Fix it Right and Repeated Repairs (RR):

·         Audit and report Service Centers quality levels

·         Manage corrective actions and its implementation in the service centers.

·         Track, report and present performance in regards to RR %


TMC Programs and Awards:

·         Manage CTA compliance with required programs and awards from TMC (such as Kodowari, Customer Excellence Award…etc).

·         Manage required reporting with TMC in regards to such programs.


  • Make Yearly & Mid Rage Action Plane for service Department (Priority Theme), Target & Implementation.
  • Insure implementation of the Action plan, making counter measure (The 5Why Method)
  •  TSM certification Program (TSM Basic, TSM Advance (EM), TSM Kodawari Program).
  • Excellent Knowledge on Dealer Express Maintenance Program (Lead Time, Just On Time Method, TSM Visual Control Tools).

Scrap and Disposal

·         Keep a track on available scrap / warranty parts in the different service centers

·         Decide when disposal process is required and coordinate with Administration Manager for implementation

·         Participate and attend with the scrap disposal committee


Flat Rates:

·         Manage, supervise and ensure flat rates are continuously updated and maintained

·         Ensure all service centers are in full compliance with the approved flat rates in the system


Field Technical Reports (FTR):

·         Manage the process of submitted FTRs from service centers and follow up with TMC respectively

·         Manage and support in documenting and investigating technical cases and issue FTR accordingly when required

·         Manage the gathered FTRs data, analyze it and report notes and recommendations

 - Quality Control & Quality Assurance Procedures (ISO Standards).

  • Setting a clear methodology to measure customers and employee satisfaction periodically internally and externally, responding to other departments and units needs for any information related to customers and employee’s needs and satisfaction.
  • Planning and executing continuous improvement plans and measures its effectiveness and following up all complains and suggestions.
  • Coordinate customers’ needs in departments and processes to improve customers’ loyalty & satisfaction of the brand and translating them into action plan.
  • Support and Develop Strategic objective plan the service department, Assess and analyze the progress toward strategic objectives.
  • Designing questionnaires and surveys to evaluate the services operation.
  • Analyzing and designing operations and streamlining processes.
  • Excellent experience in dealing with customer (Reception Dealing).

Any other task requested by direct manager

Mar 2000 - Jun 2003

Service Assistant Engineer

Farradj Son Co.                                                                              

Joined as service assistant engineer in the service unit in the maintenance center which was specialized in GM vehicle and parts and responsible of controlling the service & quality aspects in the maintenance center to maximize quality and minimizing wastes (Time, Cost).



  • Developments of  Quality Plan
  • Coordinated the executed quality policies and procedures
  • Organized quality measures, customer feedback and customer’s satisfaction and analyzed how to improve it by translating it into action plane
  • Controlling the service procedure inside the service shop.
  • Contact chain between the customer and the service shop technician.
  • Practicing & using the parts catalogue.
  • Customers follow-up to emphasize customer satisfaction.
  • Warranty officer.
  • Customer records on each time of service analyses and ensure Fix it Right.
  • Using Service software that contains all vehicle models to solve the complicated problem on vehicles.
  • Using intelligent Tester.
  • Excellent experience as a service maintenance engineer (repairs, maintenance).
  • Very good experience as bench mark parts seller.



Bsc. Mechanical Engineering                                             

Jordan University of Science & Technology (JUST)





Service Management  communication and negotiation skills 

can deal with pressure , ability to get involved in any work environment, creative, self confident, leader ship skill , ability to work in a physically and mentally demand  environment

Arabic and English languages 


Microsoft office (Word, Excel, Power point, VISIO), Internet Application    




2012 - Present

TSM KODAWARI Promoter