Experience

Nour ElDin ElSherif

• Egypt
• Automotive
• 1 - 100 Employee

• After Sales Director

  • Aug 2020 - Present

  • Define and manage co-ordination of the long-range strategic plans for the Aftersales business based on future business growth. • Ensure that department plans are consistent with the company's operating objectives. • Proactively drive a collaborative, dynamic planning process – understanding the work that needs to be done against the capacity and capability of the wider team • Maximize efficiency and profitability for the department in line with the company vision. • Drive improvements and increase efficiencies and consistency within the After Sales team. • Responsible for all Service Contracts from a commercial perspective and process support internally. • Lead and develop the competence within the After Sales teams to fit the company's long-term strategy and develop solutions to design challenges with constraints on cost, quality and performance. • Submit reports and analyze the causes of existing deviations and provide suggestions to address these deviations. • Ensure that policies and procedures are set in light of the company's general objectives. • Follow up the implementation of these policies and procedures in all the company's departments. • Submit suggestions to improve the company's performance. • Receive and review the company's monthly reports and submit them with comments to the CEO in a precise report to support him to take decisions to improve the company's overall performance. Show less



MODERN MOTORS S.A.E

• Egypt
• Automotive
• 1 - 100 Employee

• Suzuki After Sales Senior Manager

  • Jan 2020 - Feb 2023

  - Build, lead, motivate and develop a highly successful team that achieves its objectives. - To manage all Service and Technical aspects for the full range of product with the objective of achieving the set targets. - To assist with the facilitation and implementation of after sales marketing related activities and the retail network and ensure that all activities are coherent in direction. - Administer online marketing promotions tool for dealer network, manage and handle with the provider to achieve the aim of upholding standards at retail levels and maximize customer satisfaction. - Assist with after-sales related market research and recommend improvement measures with the aim of continuously enhancing customer satisfaction with after-sales service. - Formulate department budget, conduct operative planning, develop and use various reporting tools to facilitate the department planning and controlling. - Plan, develop, and monitor dealer service and parts network. - Oversee Dealer Standards assessments of all dealers and Panel Shops. Assist with the updating of service and parts standards as necessary, reviewed once a year. - Administer and manage all aspects of customer and dealer complaints. Deal with any customer complaints pertaining to product reliability, assist dealers and customers alike to find resolutions to these complaints. - Assist with After Sales Business development of Service sales and marketing, handle key supplier relationships. Assist National Parts and Service marketing campaigns/promotions for all dealers. - Enhance customer satisfaction by providing effective training to retail network and resolving technical problems. - Leading the entire Aftersales Team - overseeing the Parts, Service and Workshop teams. - Recruitment and Training with the Service, Parts and Workshop teams. - Ensuring targets set are met and exceeded. - Maximizing profitability of the Aftersales Department Show less



Modern Motors S.A.E (Nissan, Suzuki, Changan and Foton)

• Technical & Dealer Development Senior Manager

  • Oct 2013 - Dec 2019

  Manage for technical and training and warranty dept. • Identifying training and development needs within the organization through job analysis, appraisals and regular consultation with business managers. • Administer and manage Automotive Group Training for all after sales operations. • Developing of induction programs & Full Training Curriculum. • Monitoring and reviewing the progress of new/all established staff. • Devising individual specific training when required. • Solving training issues and specific brand related requirements. • Considering training costs and business impact from a return on investment perspective. • Use audiovisual aids and various teaching applications. • Organize reports on training programmers and Workshops. • Coordinate with Brand Managers on training needs and analysis. • Ensure training needs & requirements are fulfilled, including train the trainer programs. • Implementation of e-learning program. • Ensure of implementing the workshop bulletins properly. • Support the technical teams for any operational difficulties, • Manage the warranty operation system to handle all customers complains satisfactory. • Follow up for all warranty process and payment according to the warranty policy for each brand. • Identify proper benchmarking to evaluate system and improve workflow. • Communicate with vehicles brands manufactures to inquire about assistance for problems difficult to be solved by staff. • Prepare and analyze all reports regarding to product information’s required from manufactures or management. • Analyze the F1 report results, and identify the technical diagnoses accompanied by effective action plan. Show less



Modern Motors S.A.E (Nissan & Suzuki)

• Technical & Quality Assurance Manager

  • Oct 2010 - Sep 2013

  - Administer and manage Automotive Group Training for all after salesand sales operations.- Devising individual specific training when required.Solving training issues and specific brand related requirements.- Ensure training needs & requirements are fulfilled, including train thetrainer programs.- Implementation of e-learning program.- Follow up for all warranty process and payment according to thewarranty policy for each brand.- Identify proper benchmarking to evaluate system and improveworkflow.- Communicate with vehicles brands manufactures to inquire aboutassistance for problems difficult to be solved by staff.- Prepare and analyze all reports regarding to product information’srequired from manufactures or management.- Analyze the F1 (Fix right First Time) report results, and identify thetechnical diagnoses accompanied by effective action plan.- Ensure of implementing the workshop bulletins properly.Support the technical teams for any operational difficulties, Managethe warranty operation system to handle all customers complainssatisfactory.- Determining, negotiating and agreeing on in-house qualityprocedures, standards and specifications.- Assessing customer requirements and ensuring that theseare met.- Setting customer service standards.- Investigating and setting standards for quality and healthand safety.- Ensuring that manufacturing processes comply with eachbrand standards.- Working with operating staff to establish procedures,standards, systems and procedures.- Acting as a catalyst for change and improvement inperformance and quality.- Directing objectives to maximize profitability.- Recording, analyzing and distributing statistical informationmonitoring performance. Show less

• Training & Warranty Manager

  • Jul 2007 - Sep 2010

  - Organization through job analysis, appraisals and regularconsultation with business managers.- Administer and manage training for after sales and salesoperations for each brand.- Developing of induction programs & Full Training Curriculum.- Monitoring and reviewing the progress of new/all establishedstaff.- Devising individual specific training when required.- Solving training issues and specific brand relatedrequirements.- Considering training costs and business impact from a returnon investment perspective.- Use audiovisual aids and various teaching applications.- Organize reports on training programmers and Workshops.- Coordinate with Brand Managers on training needs andanalysis.- Ensure training needs & requirements are fulfilled, includingtrain the trainer programs.- Implementation of e-learning program.- Maintain detailed knowledge of warranty policies andprocedures.- Ensure all warranty claims are submitted on time and withinthe given period by the manufacturer.- Follow up with manufacturers for timely receipt of thepayments. Analyze all rejections or resubmissions andaddress the root cause with service management to ensurerejections are reduced to minimum.- Timely reconciliation of the warranty claims using theavailable software and updating the records and informationfor the finance department.- Ensure campaign completion rate for all Brands is on target,alert service management of short falls with details ofcampaigns that need attention.- Communicate any changes in warranty policies andprocedures and the implications of the same on the costsand processes to ensure that the technicians, controllers andmanagers are well informed to manage claims underwarranty. Show less



Modern Motors S.A.E (Nissan)

• Egypt

• Technical Trainer & Technical Support Supervisor

  • Apr 2004 - Jun 2007

  - Analyze and identify training needs for each of the technical staff. - Plan and schedule an annual training plan comprising of various skills and skill levels. - Execute the plan as per schedule. - Observe actual performance of trainees on the shop floor and plan corrective / refresher training based on practical evaluation. - Conduct on-going refresher training. - Prepare training result / report for information to management and principals. - Impart general training to fleet customers - private or Government departments Train staff on the latest technology and repair techniques. - Devise written and practical tests. - Examine candidates and evaluate results. Show less



Auto- Master(OPEL)

• Egypt

• Work shop Team Leader for Opel Brand

  • Feb 2003 - Mar 2004

  - Manage team consist of two foreman and over 15 technicians. - Perform monthly evaluation for efficiency of each member of team work. - Ensure that repairs are carried out within promise time to increase workshop productivity and save customer time. - Ensures that proper maintenance is carried out on equipment, assigned to his group. - Load jobs to technician according to quality and time. - Diagnosing the different sources of automotive problems swiftly and accurately. - Using service manual for different models of vehicles to find solutions for vehicles problems. - Using the newest vehicle diagnosing equipment. - Directing technicians through maintenance operation to ensure operational performance meets customer expectations. - Testing vehicles both before and after repair. - Follow up parts orders with spare parts department for not delivered vehicles and waiting for spare parts. - Complete SST needs to maintain better service quality and more ease to inspect technical problems in different models. - Identify staffing needs for technical training with support of technical department. Show less