Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages
Automotive professional
Timeline
Generic

Fidaa Weis

San Jose,CA

Summary

  • Goal-driven service manager offering several years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Personable Service Manager driving process optimization and business profitability on continuous basis. Accomplished in leading by example and enabling employees to achieve personal and professional best. Understands, keeps abreast of and complies with federal, state, and local regulations that affect service operations. Methodical service manager offering several years of experience tracking inventory, processing new orders and appropriately delegating tasks. Thorough and customer-oriented professional focused on providing customized service to customers and facilitating highest quality of support. Motivated Service Manager knowledgeable about mechanical service needs. Expert in operating vehicles, purchasing parts and satisfying customers. Driven to maintain reputation of excellence by keeping service operations cost-effective, speedy and high-quality. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Service Manager

MYNM Ford brand - KSA
Jeddah
10.2018 - 11.2023
  • Performed root cause analysis on recurring problems encountered by customers.
  • Managed inventory levels of parts necessary for servicing customers' needs.
  • Reviewed customer billing statements for accuracy prior to release.
  • Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
  • Developed strategies for improving customer experience through enhanced product features or improved processes.
  • Created standard operating procedures for all service functions.
  • Ensured compliance with applicable laws and regulations related to services provided.
  • Provided technical support for hardware and software issues experienced by customers.
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Negotiated contracts with vendors and suppliers to secure favorable terms.
  • Maintained accurate records of all service requests, including resolution times and costs incurred.
  • Maintained records of all customer interactions and transactions.
  • Conducted performance reviews and provided constructive feedback to staff members.
  • Resolved customer complaints in a timely manner.
  • Monitored service performance metrics to identify areas of improvement.

Service Manager

Samco VW - Audi - Porsche - kSA
Jeddah
07.2013 - 08.2018
  • Managed inventory levels of parts necessary for servicing customers' needs.
  • Performed root cause analysis on recurring problems encountered by customers.
  • Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
  • Developed strategies for improving customer experience through enhanced product features or improved processes.
  • Provided technical support for hardware and software issues experienced by customers.
  • Ensured compliance with applicable laws and regulations related to services provided.
  • Maintained records of all customer interactions and transactions.
  • Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
  • Identified opportunities to increase efficiency through automation or process re-engineering.
  • Analyzed existing processes for potential cost savings initiatives.
  • Resolved customer complaints in a timely manner.
  • Conducted performance reviews and provided constructive feedback to staff members.
  • Resolved customer complaints quickly and effectively.
  • Created detailed reports on service activities for senior management review.

Service Manager

kia & Hyundai - GCC - KSA
Jeddah
05.2010 - 01.2013
  • Managed inventory levels of parts necessary for servicing customers' needs.
  • Developed strategies for improving customer experience through enhanced product features or improved processes.
  • Developed and maintained relationships with customers, vendors, and suppliers.
  • Trained new employees on the use of customer relationship management software systems.
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Maintained records of all customer interactions and transactions.
  • Maintained accurate records of all service requests, including resolution times and costs incurred.
  • Conducted performance reviews and provided constructive feedback to staff members.
  • Resolved customer complaints in a timely manner.
  • Resolved customer complaints quickly and effectively.
  • Created detailed reports on service activities for senior management review.
  • Coordinated with other departments within the organization to ensure seamless delivery of services.
  • Created employee work schedules to keep shifts properly staffed.
  • Reviewed inventory levels and ordered supplies to keep products in stock.
  • Pitched in to complete various duties during peak periods or employee absences.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Coordinated with sales and marketing teams to develop service offers and promotions.
  • Addressed customer questions and concerns regarding products and services.
  • Maintained inventory of parts and supplies, ensuring availability for service tasks.
  • Facilitated communication between the service department and other company divisions.
  • Established and enforced safety protocols to ensure a safe working environment for all employees.
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
  • Utilized technology to streamline service operations and improve customer experience.
  • Oversaw daily operations of the service department, including scheduling and workflow management.
  • Represented the service department in executive meetings, providing reports and insights on performance and initiatives.

Service Manager

ford agency
Jeddah
07.2005 - 01.2010
  • Performed root cause analysis on recurring problems encountered by customers.
  • Reviewed customer billing statements for accuracy prior to release.
  • Developed and maintained relationships with customers, vendors, and suppliers.
  • Developed strategies for improving customer experience through enhanced product features or improved processes.
  • Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
  • Created standard operating procedures for all service functions.
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Trained new employees on the use of customer relationship management software systems.
  • Provided technical support for hardware and software issues experienced by customers.
  • Ensured compliance with applicable laws and regulations related to services provided.
  • Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
  • Maintained accurate records of all service requests, including resolution times and costs incurred.
  • Negotiated contracts with vendors and suppliers to secure favorable terms.
  • Identified opportunities to increase efficiency through automation or process re-engineering.
  • Analyzed existing processes for potential cost savings initiatives.
  • Conducted performance reviews and provided constructive feedback to staff members.
  • Resolved customer complaints in a timely manner.
  • Monitored service performance metrics to identify areas of improvement.
  • Created detailed reports on service activities for senior management review.
  • Resolved customer complaints quickly and effectively.
  • Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
  • Coordinated with other departments within the organization to ensure seamless delivery of services.
  • Created employee work schedules to keep shifts properly staffed.
  • Reviewed inventory levels and ordered supplies to keep products in stock.
  • Hired and trained service department staff to drive performance.
  • Developed and implemented service protocols to enhance operational efficiency.
  • Created written estimates and obtained customer consent to proceed.
  • Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
  • Maintained inventory of parts and supplies, ensuring availability for service tasks.
  • Addressed customer questions and concerns regarding products and services.
  • Coordinated with sales and marketing teams to develop service offers and promotions.
  • Monitored and analyzed service metrics to identify trends and areas for improvement.
  • Facilitated communication between the service department and other company divisions.
  • Analyzed competitive offerings to ensure the service department remained competitive.
  • Established and enforced safety protocols to ensure a safe working environment for all employees.
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
  • Guided department employees on changes from management.
  • Updated and maintained service records and documentation for compliance and quality assurance.
  • Prepared and managed the service department budget, optimizing expenses to increase profitability.
  • Handled customer complaints and resolved issues promptly to maintain positive relationships.
  • Conducted regular training sessions for staff on new technologies and customer service best practices.
  • Oversaw daily operations of the service department, including scheduling and workflow management.
  • Utilized technology to streamline service operations and improve customer experience.
  • Established key performance indicators (KPIs) for the service team to measure success and productivity.
  • Coordinated with the warranty department to process claims and provide customer support.
  • Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
  • Monitored employee performance through key metrics analysis.
  • Led the recruitment and hiring process for new service department staff.
  • Collaborated with customers to offer solutions to service needs.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Implemented customer feedback mechanisms to gather insights and improve service offerings.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Delegated work to staff, setting priorities and goals.
  • Analyzed business performance data and forecasted business results for upper management.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Created and managed budgets for travel, training, and team-building activities.
  • Recruited and trained new employees to meet job requirements.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.

Automotive Service Advisor

ford agency
Jeddah
03.2000 - 01.2005
  • Monitored work progress to ensure timely completion of services within specified timeframes.
  • Maintained accurate records of customer transactions in the dealership database.
  • Provided estimates of repair costs to customers and discussed options with them.
  • Followed up with customers after service visits to confirm satisfaction with completed work.
  • Ensured that all safety regulations were strictly followed during automotive servicing activities.
  • Inspected vehicles for mechanical issues and recommended appropriate repair services.
  • Upsold additional products such as extended warranties, oil changes, tire rotations.
  • Adhered to all applicable laws, regulations and standards related to automotive servicing operations.
  • Processed customer payments for parts and labor charges using a point-of-sale system.
  • Assisted in maintaining cleanliness of the shop area including organizing tools and equipment.
  • Managed customer inquiries regarding vehicle maintenance, warranties, recalls and other topics.
  • Ordered necessary parts for specific service jobs as needed from suppliers or dealerships.
  • Analyzed technician notes to ensure accuracy of repair orders before submitting invoices to customers.
  • Communicated effectively with technicians regarding current jobs, status updates and special requests from customers.
  • Resolved customer complaints promptly in a professional manner while adhering to company policies.
  • Scheduled appointments for vehicle service and repairs as requested by customers.
  • Greeted customers, identified their needs and provided advice on automotive services.
  • Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
  • Inspected vehicles for damage and recorded findings to facilitate repairs.
  • Estimated costs of vehicle repair.
  • Conferred with customers to obtain descriptions of vehicle problems and discuss work or future repair requirements.
  • Trained and guided employees on correct methods for performing different repairs and maintenance services.
  • Adjusted and repaired systems to meet manufacturers' performance specifications.

Education

MBA - Business Administration

Mayford
Nyack, NY
03-2020

PMP - Mechanical Engineering Technology

Abdelaziz King University
Saudia Arabia
02-2012

Bachelor of Science - Mechanical Engineering

Tishreen University
Syria, VA
05-1995

Skills

  • Budget Control
  • Customer satisfaction measurement
  • Service Documentation
  • Performance Evaluations
  • Schedule Management
  • Policy and Procedure Enforcement
  • Customer Service Management
  • New Employee Hiring
  • Service Quality Management
  • Estimating and Quoting
  • Strategic business planning
  • Business Development
  • Employee Training and Developmen
  • Revenue Generation
  • Goal-Oriented
  • Problem-Solving
  • KPI Monitoring
  • Staff Motivation
  • Interpersonal Relationships
  • Quality Assurance
  • Data Analytics
  • Leadership Development
  • Financial Controls
  • Service and Parts Teams Management
  • Maintenance Planning
  • Operational Efficiency
  • Reliable and Responsible
  • Quality Control
  • Coaching and Mentoring

Affiliations

  • SPORT
  • READING
  • KNOWLEADGE COLLECTION

Accomplishments

  • Huge achievement 2013 in all ME and GCC area 24M - USD - Hyundai Brand
  • high SCP in ME - GCC area in 2015 - Ferrari Brand
  • incentive trip for top 30 professional managers in MYN Motors to europ football cup 2012 -ukrain

Certification

  • service manager training Hyundai Motors Co in korea - seoal - 2013
  • service manager training - Maserati - italy 2015
  • service manager training Ferrari - italy 2015
  • professional & certified service manager - Ford Corporation 2021
  • leading change & coaching Sep 2021 - Ford Corporation 2021

Languages

English
Limited

Automotive professional

  • automotive provisional with experience 25 years ago - sales - after sales management
  • service KPIs analysis
  • strategic business planing
  • team building continuous improvement coaching
  • sales / after sale's development
  • marketing - customer leads
  • customer experience CSI
  • P&L - Finance - budget

Timeline

Service Manager

MYNM Ford brand - KSA
10.2018 - 11.2023

Service Manager

Samco VW - Audi - Porsche - kSA
07.2013 - 08.2018

Service Manager

kia & Hyundai - GCC - KSA
05.2010 - 01.2013

Service Manager

ford agency
07.2005 - 01.2010

Automotive Service Advisor

ford agency
03.2000 - 01.2005

MBA - Business Administration

Mayford

PMP - Mechanical Engineering Technology

Abdelaziz King University

Bachelor of Science - Mechanical Engineering

Tishreen University

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Fidaa Weis