ASHRAF METWALLY

Started up the department to keep a constant watch on dealership performance & Support service operations

Achievements & Responsibilities

• Improve Locations certification level by 54%
• Increased Customer retention by 11% by applying digital solutions
• Improve overall throughput by 7% by introducing No-Show follow-up methods
• Achieve 17% overall efficiency by applying intelligent planning solutions
• Achieve 19% overall improvement of the Service lead time (SLT)
• Improve the On-Time Delivery (OTD) rate by 10% by introducing new monitoring methods
• Monitor service staff training and recommend appropriate programs to align with the certification standards
• Execute the national service license program to ensure all the service locations are continuously motivated for improvement
• Advise outlets on their expansion plans by studying the layouts to expand or upgrade strategies aligned to the Company standard and CI
• Evaluate allocated outlets' performance regularly and provide feedback to support workshop management, service marketing, service products & facilities improvement.

Established the warranty department leading two brands (Mazda and Geely)

Tasks & Responsibilities

• Administer the everyday activities of warranty programs
• KAIZEN implementation to improve warranty operations and reduce warranty costs
• Monitor the warranty process and product failure rate
• Coordinate with market experts and warranty service providers to solve warranty issues
• Performed audits of the warranty cost management and identified any discrepancies
• Manage all warranty data and generate regular reports
• Monitor daily Work in Progress and bring them down to the standard level.

Tasks & Responsibilities

• Maintain the technical support level & quality of the network
• Monitoring the warranty process and product failure rate
• Managing quality assurance programs.
• Audit, Evaluate, and improve the facility Assets and operation
• Increase the company profitability by launching new services

Joined to start Peugeot network in Saudi Arabia.

Tasks & Responsibilities

• Provide Technical support assistance to ensure problem-solving and FIRFT.
• Follow-up claims to reduce the lead time and increase the approval percentage.
• Design formal & informal training plans.
• Technical staff training and coaching.
• Monitor and analyze the monthly KPIs to allocate the weak and strong points.
• Promote service performance by operation improvement.
• Manufacturer product quality reporting.

Tasks & Responsibilities

• Create and implement technical and non-technical training, including formal and informal.
• Submit and process the daily claims, prior approvals and support customers with goodwill.
• Responsible for new vehicle registration and warranty activation using the PSA system.
• Responsible for the Automech Egypt Exhibition organization
• Handled technical support for problematic and complicated diagnoses.
• Draw, adjust & announce new TSBs and technical solutions.
• Design formal &informal training plans.
• Replace the service manager position on leave.

Tasks & Responsibilities

• Start new service contracts with Multi-National & local Pharmaceutical companies.
• Launched extended warranty services for GCC exported vehicles.
• Start body shop repairs with local insurance companies.
• Assist the service manager with daily tasks and responsibilities.

Tasks & Responsibilities

• Acquired new service programs such as Toyota Express Maintenance (EM), Maintenance reminder system (MRS) and Toyota production system (TPS).
• Dealers and sub-dealers audit and evaluation.
• Implementing and promoting TSM basic and advanced programs.
• Launching the Fix It Right First Time (FIRFT) in Egypt.
• Organize and conduct the annual skills contest – spare parts contest.