National Service Manager
Juma Al Majid EST
Service Operations/Dealer Management: Heading post-sale service operations ensuring customer satisfaction and business retention. Collecting & collating data on jobs/ other specific complaints & discuss the same with the manufacturing team for counter measures. Ensuring operations at the service points match company’s standards. Organizing Free Check up Camps, service marketing; provide total transport solution to enhance customer contentment levels. Market survey and analyze competitors’ situation, products, products advantage/disadvantage and competitiveness. Ensuring Dealer adhere to systems and processes at per Dealer Operating Standard. Analysing workshop revenues on monthly basis based on the KPI’s.
Client Servicing: Monitoring the post service activities like post service feedback, follow up with the customers, service reminders and handling customer complaints, call centre activities management for superior customer service .Enhancing customer satisfaction matrices through on-time delivery of spare parts, monitoring customer complaints & warranty issues. Execute Key account management concept for key customer. Formulating different service and parts agreement packages define value for money.
Team Management: Currently managing a total of 60 productive and non productive staff. Supervising and monitoring the performance level of the service staff for ensuring superior customer service and accomplishment of service and spare parts targets. Prepare and review personal business plan for team members to develop a capable and motivated team of professional.
Quality Management: Involved in addressing all Quality problems & reporting to KOREA for any further plan of action & also providing field service solution to some problems.
Liaison: On regular basis having liaison with the manufacturer for the all the requirement from them for quality, technical feedback, survey reports of Hyundai commercial reports.
Fleet Management: On regular basis having meeting with the Major Fleet companies & visiting them on site and helping them in providing technical support, drivers training, addressing their problem with 3S team (Service , Spare Parts Sales )
Revenue & Profit: To achieve and exceed the budgeted target on Net service sales, Gross profit and Net profit by maximising the revenue streams and optimising key Service KPI's of Productivity, Efficiency and Utilisation.
Warranty management: Involved in warranty operation & warranty issues like claims, principal Audit & Distributor audit. Also allocating the Goodwill budget for Dealers (branches) & managing this budget is used in the best interest of the customer.
Deal evaluation: Involved in evaluation of the Dealers (branches) & rating their service activities & reporting this results to the principal (HMC).