Experience

Toyota Caucasus

• Georgia
• Automotive
• 1 - 100 Employee

• Head of Service Department

  • Jul 2020 - Present

  Achieved record high Service Traffic, together with a record high Customer Recommendation score and Fix-It-Right score (based on customer feedback). Currently focusing on Technical Efficiency of the dealer network to ensure sufficient service capacity.Key responsibilities:• Setting goals and objectives for the Service department of the national company as well as dealers.• Setting direction and targets for Toyota Customer Service Management, Technical Support, Warranty, and Recall.• Identifying focus KPIs for the Dealer Remuneration Scheme and internal Service Team to ensure business growth and compliance with general development direction of the company.• Developing and implementing service campaigns to positively affect customer retention and service traffic.• Ensuring adequate dealer capacity to fully cover customer traffic potential, while maintaining high Customer Recommendation and Fix-It-Right levels.• Managing the development of a facility guide, a set of standards, and a Standard Operating Procedure for Body and Paint direction.• Ensuring a high level of Service Field operations in Georgia, Azerbaijan, and Armenia.• Ensuring proper communication with IT Development to develop internal and external IT solutions.• Developing, implementing, and ensuring smooth operation of different service products and projects (Maintenance Reminder System, Walk Around Check, Service Special Operating Procedure, Toyota 10/Lexus 10 Service Activated Warranty, etc.).• Contributing to the Market Risk Management team's efforts to identify, measure, and mitigate market risks. Show less

• Senior Specialist, Toyota Service Management & Network Planning

  • Apr 2019 - Jun 2020

  Introduced TSM Toolboxes (sets of questions and KPIs divided by specific directions, where the action plan is created according to questions and relevant KPIs are being monitored for a limited time, usually for 3-6 months) for Accessory Sales, Dealer Parts Operations, Walk Around Check, Fix-It-Right the First Time and Maintenance Reminder. Achieved 100% dealer network TSM certification (6 dealers reaching 100% TSM foundation level with at least 2 completed TSM toolboxes per dealer).Key responsibilities:• Evaluating the performance of the service departments of Toyota and Lexus dealerships, ensuring that they meet the manufacturer's standards for customer service and repair quality.• Conducting on-site evaluations, including evaluation of the facility, safety, observations of the parts area, service advisors and technicians, and review of service records.• Analyzing Service and Parts KPIs of Toyota and Lexus dealers, identifying weak areas, suggesting focus KPIs and creating a short-term action plan to improve the process and performance.• Maintaining detailed records of evaluations, action plans, and progress reports.• Communicating with regional Toyota representatives to share best practices and provide updates on national and dealership performance.• Reviewing the business plans for new Service Facilities to confirm feasibility. Show less

• Senior Warranty Specialist

  • Feb 2016 - Mar 2019

  Standardized Warranty Process at dealers. Introduced prior approval process for difficult repairs. Achieved 0 chargeback from regional Warranty Audits.Key responsibilities:• Localization of Warranty Policy and making updates based on necessity (judgment done based on KPIs).• Managing the warranty claims process, ensuring timely and accurate submissions, approvals, and reimbursements.• Reviewing warranty claims for completeness and accuracy.• Resolving disputes and escalated claims, ensuring compliance with manufacturer guidelines and regulations.• Analyzing claim data and trends to identify opportunities for process improvements and cost savings, keeping customer satisfaction in mind.• Conducting training sessions for dealership staff on warranty policies and procedures, as well as proper claim submission and documentation.• Conducting warranty audits at dealerships to ensure compliance with the Warranty Policy.• Providing technical support to dealership staff, including troubleshooting technical issues for warranty cases. Show less

• Toyota Service Management (TSM) evaluator

  • Sep 2013 - Feb 2016

  Contributed to transition from legacy-style service operations to standardized service operations in the dealership network.Key responsibilities:• Evaluating the performance of the service departments of Toyota and Lexus dealerships, ensuring that they meet the manufacturer's standards for customer service and repair quality.• Conducting on-site evaluations, including evaluation of the facility, observations of service advisors and technicians, and review of service records.• Providing feedback and recommendations to dealership management and staff, identifying areas for improvement, and offering suggestions for training and process changes.• Collaborating with dealership staff to develop and implement action plans to address areas of improvement, tracking progress, and measuring results.• Maintaining detailed records of evaluations, action plans, and progress reports. Show less

• Technical Trainer

  • Oct 2012 - Feb 2016

  Providing Technical Training for 3 out of the 4 available levels. Providing Service Advisor Trainings during the transformation of Service departments throughout the dealer network (moving from technician-to-customer communication to service advisor-to-customer communication).Key responsibilities:• Translating Technical trainings from English to Russian.• Developing and delivering technical training programs to technicians and service advisors, covering a range of topics such as diagnostic procedures, repair techniques, and service processes.• Developing training materials, including classroom presentations, practical exercises using vehicles (based on real-life examples), and online modules.• Passing Hi-Tech courses and using received knowledge and materials while developing trainings.• Delivering training in various formats, including classroom sessions and on-the-job trainings.• Monitoring and evaluating training effectiveness, using tools such as evaluations, assessments, and feedback forms, and making recommendations for improvement.• Providing technical support to dealership staff, including troubleshooting technical issues. Show less



Toyota Center Tbilisi

• Diagnosis Technician

  • Jun 2010 - Oct 2012

  Key responsibilities: • Performing diagnostic tests on vehicles using diagnostic tools (diagnostic computer, oscilloscope, electrical tester, etc.) to identify problems. • Analyzing data collected from diagnostic tests, customer reports, and other sources to determine the root cause of the problem. • Inspecting and examining parts and systems to identify defects, wear and tear, or damage. • Communicating with customers to understand their concerns, explaining diagnostic findings and recommended repairs. • Using Repair Manuals, Technical Service Bulletins, Electrical Wiring Diagrams, and other sources of technical information to make precise diagnosis. Show less