Mohamed Soliman
Summary
Experienced and strategic-thinking Service Manager aiming to transition into a Regional Service Manager role within the automotive industry. Over 21 years of experience in after-sales operations and service center leadership with top automotive brands including Mazda and Toyota. Skilled in driving service excellence, managing large technical teams, and consistently exceeding performance targets. Ready to expand impact on a regional level by leading multi-site operations, developing talent, and enhancing customer satisfaction across markets.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Service Manager
Haj Hussein Ali Reza Co. – Mazda Agency
01.2020 - Current
- Managed full service center operations including manpower, facility, and service marketing, achieving 103% of service revenue targets.
- Oversaw a monthly budget of 1.3M SAR, maintaining profitability and efficiency.
- Led a 39-bay service center with 23 mechanical, 14 body and paint technicians, and 7 service advisors.
- Enhanced 'Fix It Right First Time' rate through quality audits and technician training.
- Streamlined delivery time and cost accuracy, boosting customer satisfaction index (CSI).
- Oversaw service operations, ensuring high-quality customer satisfaction and timely vehicle repairs.
- Developed and implemented standard operating procedures to enhance service efficiency and workflow.
- Analyzed customer feedback to drive continuous improvement initiatives within service department.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Led strategic planning sessions to align departmental goals with overall business objectives for growth.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Analyzed service reports to identify areas of improvement.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
Body & Paint Service Manager
Abdul Latif Jameel Co. for Investment
04.2019 - 12.2019
- Led paint/body workshop operations, aligning repair quality with OEM standards.
- Improved spare parts turnaround through efficient VOR part follow-ups.
- Led service operations, ensuring compliance with company standards and enhancing customer satisfaction.
- Developed and implemented process improvements, increasing efficiency in service delivery.
Regional Guest Relation Manager
Abdul Latif Jameel Motors
01.2018 - 03.2019
- Handled serious guest complaints regionally and improved MOCI case closure time to 1.3 days with 95% resolution accuracy.
- Supported legal and technical departments to ensure policy compliance.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Mechanical and Body Shop Service Manager
Abdul Latif Jameel Motors
01.2014 - 12.2017
- Managed 44-bay service center with over 45 technicians and 9 advisors.
- Achieved 94% mechanical workshop productivity and 181% in body shop.
- Maintained budget of 2.2M SAR/month, hitting targets with 86% YTD rank.
- Reduced VOGS TO TUS ratio to 1.3%, ranking second regionally.
- Led service team in delivering exceptional customer experiences and resolving complex vehicle issues.
- Streamlined service operations by implementing efficient workflows and enhancing service delivery processes.
Reception Manager
Toyota Egypt
10.2009 - 12.2013
- Spearheaded daily reception operations, improving efficiency and service flow.
- Implemented effective after-sales campaigns contributing to customer retention.
- Oversaw daily reception operations, ensuring seamless customer interactions and service excellence.
- Managed scheduling and coordination of appointments for sales and service departments.
Service Advisor
Toyota Egypt
10.2004 - 09.2009
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Managed scheduling and appointment bookings for vehicle servicing, ensuring optimal workflow efficiency.
- Collaborated with technicians to provide accurate service recommendations based on customer needs.
- Maintained detailed records of customer interactions and service history for improved follow-up communication.
Education
MBA - Master of Business Administration
Swiss Business School
04.2024
BSc - Mechanical Engineering
Faculty of Engineering
Egypt08.2004
Skills
- Service Center Operations Management
- After-Sales Support Strategy
- KPI Monitoring & CSI Improvement
- Dealer & Workshop Network Oversight
- Team Leadership & Staff Development
- Customer Experience Management
- P&L Management & Budget Optimization
- OEM Compliance & Warranty Handling
- Field Service Management
- Lean Process & Root Cause Analysis
Certification
- Service manager performance training in HHA.
- The evolving supervision course .
- Excellent customer service .
- TSM kodawari program .
- Certified Toyota service advisor (TSA 21).
- Bodyshop management course .
- Prida conversation workshop .
- Service support training (warranty operations).
- Kansai training in Malaysia factory .
Languages
Arabic – Native
English – Professional
Timeline
Service Manager
Haj Hussein Ali Reza Co. – Mazda Agency
01.2020 - Current
Body & Paint Service Manager
Abdul Latif Jameel Co. for Investment
04.2019 - 12.2019
Regional Guest Relation Manager
Abdul Latif Jameel Motors
01.2018 - 03.2019
Mechanical and Body Shop Service Manager
Abdul Latif Jameel Motors
01.2014 - 12.2017
Reception Manager
Toyota Egypt
10.2009 - 12.2013
Service Advisor
Toyota Egypt
10.2004 - 09.2009
MBA - Master of Business Administration
Swiss Business School
BSc - Mechanical Engineering
Faculty of Engineering
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