Rabea Salah
Aftersales Director
Jeddah,Makkah
Summary
Results-driven After-sales Director with over 20 years of progressive leadership experience in the automotive industry. Proven expertise in after-sales operations, digital transformation (Oracle Fusion), P&L management, and customer satisfaction improvement. Skilled in establishing service networks, optimizing parts sales, and enhancing technical training. Recognized for leading performance turnarounds and maximizing operational efficiency across global automotive brands including Nissan, Isuzu, BAIC, Maxus, and GM
Overview
27
27
years of professional experience
50
50
Certification
Work History
AFTERSALES DIRECTOR
MOTORS GATE COMPANY
Jeddah
07.2022 - Current
- Company Overview: This company is active in sales and After sales of two Chinese brands BAIC motors and MAXUS motors.
- Hire, train, motivates and monitors the performance of the service and parts department staff.
- Prepares and administers an annual Aftersales budget.
- Strives for harmony and teamwork within the departments and with all other departments.
- Understands and ensures compliance with manufacturer warranty and policy procedures.
- Makes customer satisfaction a department priority, ensuring that Aftersales personnel are courteous and respectful in their interaction with customers.
- Handles customer complaints immediately and according to dealership's guidelines.
- Expand Aftersales network by Sub-dealer concept and build owned workshops.
- Develops dealership Aftersales pricing plans.
- Develop service up sales plan (Extend warranty, service package, service financing solutions, service products)
- Review, negotiate and approve service and body business contacts.
- This company is active in sales and After sales of two Chinese brands BAIC motors and MAXUS motors.
- Establish Aftersales Department (Startup)
- Reduce customer complaints pending cases from 106 monthly cases to 15 monthly cases within 1 year.
- Increase service network from 18 to 50 service centers within 1 year.
- Increase service sales by 200% within 1 year.
- Increase parts sales by 150% within 1 year.
- Reduce repair lead time from 14 days to 3 days.
- I introduced an extended warranty program to cover technical failures for 10 years with open milage at the dealer service centers.
- Have ZERO compensation as customer compensation.
- Reduce VOR request to 10% out of 45%.
- Increase Healthy stock and reduce slow moving parts.
- Develop Aftersales operation policy and procedure.
- Support Sister Company in terms of new Dealer negotiation.
- Involved in Sube-Dealer and Fleet sales negotiation.
- Involved in new vehicle ordering.
- Support and close MOCI cases with CRM.
- Develop Aftersales operation system with Oracle team (Oracle Fusion)
DEPUTY GENERAL MANAGER- SALES
PETROMIN NATIONAL PARTS CO.
08.2021 - 07.2022
- Company Overview: This Company is active in parts sales for multi-brand vehicles, covers Genuine and aftermarket parts.
- Manage day-to-day sales operations.
- Build a friendly relationship with VIP customers.
- Set customer business strategies.
- Negotiate and close big sales deals with customers.
- Hire, trains, and mentor sales staff.
- Manage parts ordering.
- Set sales target as per parts segments.
- Negotiate with parts supplies for parts cost and allocate quantities.
- Manage the P/L report and guide the team accordingly.
- Manage CSI and staff motivation
- This Company is active in parts sales for multi-brand vehicles, covers Genuine and aftermarket parts.
- Increase monthly sales from 2M to 7M within 1 year.
- Reduce parts stock from 35M TO 20M while increasing the sales performance.
- Increase customer database from 90 customers to 250 customers within 1 year.
- Finalizing AC-Delco dealership contract.
AFTERSALES DIRECTOR
ALISSA UNIVERSAL MOTORS
Riyadh
08.2018 - 08.2021
- Company Overview: This company is active in sales and after sales of Isuzu passenger, Light duty trucks and Heavy-duty trucks (Commercial vehicles).
- Participates in decisions regarding geographic and outlet expansion with proactive involvement in selection of sites and timely opening of new after-sales outlets.
- Implement the company's policies and procedures regarding Service & Parts Operation.
- Manage parts stock provision, dead stock level, ordering inventory, and supply chain.
- Control expenses by measuring monthly costs against budget and takes prompt remedial action.
- Negotiates and solves customers, productivity, and profitability issues proactively.
- Ensures adequate supply of and operational status of tools and equipment required for the business.
- Coordinate with the training department to provide suitable training for the staff technical and non-technical to meet manufacturer standards.
- Provides input for the company's planning process regarding growth opportunities, competition, market trends and pricing.
- Implement incentive schemes that promote the achievement of personal goals and company objectives.
- Undertakes prompt communication of franchisor's instructions on service and product related matters to the Service Department personnel.
- This company is active in sales and after sales of Isuzu passenger, Light duty trucks and Heavy-duty trucks (Commercial vehicles).
- Triple the Net profit from 4M to 12M in 3 years.
- Turn around the service profit from a loss of 500k to profit of 700K within 2 years.
- Silver Medal in Isuzu world technical competition (Japan).
- Gold award of Isuzu service center category.
- Silver award of Isuzu parts operation.
REGIONAL SERVICE MANAGER (WESTERN REGION)
MODERN MAINTENANCE COMPANY (AC-DELCO)
Jeddah
11.2016 - 07.2018
- Company Overview: This company is active in after sales service of GM and Multi-Brand passenger and Light duty trucks.
- Manage day-to-day operations.
- Increase service revenue and profitability.
- Manage CSI to a high level.
- Review and approve service contracts with Fleet customers.
- Appraise performance, reward, and discipline service employees.
- Manage the budget and resources allocation to support business functions and operational maintenance.
- This company is active in after sales service of GM and Multi-Brand passenger and Light duty trucks.
- Increase workshops productivity from 80% to 110% within 1 year.
REGIONAL SERVICE MANAGER (CENTRAL REGION)
ALISSA AUTOMOTIVE COMPANY
Riyadh
12.2014 - 10.2016
- Company Overview: This company is active in sales and after sales service of Nissan passenger and Light duty trucks.
- Handling service solutions and monitoring the staff's performance.
- Providing the highest quality services for customers.
- Manage the budget and resources allocation to support business functions and operational maintenance.
- Appraise performance, reward, and discipline service employees.
- Ensure to address complaints and resolve problems.
- Involved actively in team effort through routine communication with service branch management.
- Monitor workshop service technicians' performance with Service managers.
- This company is active in sales and after sales service of Nissan passenger and Light duty trucks.
- Increasing service sales from 2.5M to 4.5M within 2 years.
- Increasing Service operation National Sustainability score from 36% to 75% within 6 months as per Nissan Company Standards.
- Increase CSI score from 702 points to 749 points within 4 months.
- Handling the GTR project to certify the service centers for GTR service.
- Managing KAIZAN activity (Turn Around Project) for Nissan Global.
SERVICE MANAGER (NISSAN DEALER)
ALISSA AUTOMOTIVE COMPANY
Riyadh
07.2011 - 11.2014
- Company Overview: This company is active in sales and after sales service for Nissan passengers and Light duty trucks.
- Handling service solutions and monitoring the staff's performance.
- Operate workshop within set expense target.
- Manage sales revenue based on set target.
- Handling customer complaints.
- Evaluate service staff skills and determine required improvement training.
- Coordinate with manufacturer regional office for all service programs bulletins.
- This company is active in sales and after sales service for Nissan passengers and Light duty trucks.
SERVICE MANAGER (GENERAL MOTORS DEALER)
ALISSA AUTOMOTIVE COMPANY
Riyadh
07.2009 - 06.2011
- Company Overview: This company is active in sales and after-sales service for General Motors passenger and Light duty trucks.
- Handling service solutions and monitoring the staff's performance.
- Operate workshop within set expense target.
- Manage sales revenue based on set target.
- Handling customer complaints.
- Evaluate service staff skills and determine required improvement training.
- Coordinate with manufacturer regional office for all service programs bulletins.
- This company is active in sales and after-sales service for General Motors passenger and Light duty trucks.
TECHNICAL SUPPORT ENGINEER
ALISSA AUTOMOTIVE COMPANY
Riyadh
06.2005 - 06.2009
- Ensure the availability of tools and equipment's to avoid delays at work.
- Ensure that all technicians are using Special tools in correct and proper way.
- Analyze current procedures and practices and recommend means for improvement.
- Provide technical assistance and advice to team leaders.
- Ensure that all records are informative, accurate and timely.
- Ensures that all health and safety measures are implemented.
- Communicate all Technical issues with TAC (GM Dubai) to report and document all cases.
- Report all Technical issues to TAC (GM Dubai) for future development.
- Report and communicate with TAC about complicated issues requesting Technical Assistance to verify the problem.
- Archives and makes available histories of hard-to-repair vehicles and the solutions used therein.
- Archives and makes available all correspondence from TAC in a central database for easy retrieval and distribution to other branches.
- Run one of the best 14 Technical support Engineers for General Motors in Middle east.
WORKSHOP FOREMAN
ALISSA AUTOMOTIVE COMPANY
Riyadh
10.2002 - 05.2005
- To ensure maximum productivity of technicians and quality of workmanship on 'first-time-right' basis.
- The focus of the position is to ensure optimal manpower utilization and quality of output.
AUTO TECHNICIAN
ALISSA AUTOMOTIVE COMPANY
Riyadh
10.1998 - 09.2002
- The purpose of this position is to carry out diagnosis and repair of vehicle problems correctly the first time through physical inspection and proper use of resources both before and after repairs are made.
- The focus of the position is diagnostic accuracy, efficient and effective repair thus facilitating 'First time right' repairs.
Education
BBA - System Track
UK Open University
12.2015
Diploma - Automotive Engineering
Amman University Collage for Technological Engineering
06.1998
Skills
- MS office
- Budget management
- Digital Transformation
- Negotiation
- Leadership
- Decision Making
- Customer Oriented
- Problem Solving
- Business Acumen
- Financial Management
- Team Building
- Technical Knowledge
- Strategic planning
- Result oriented approach
Business planning
Performance reviewing
Financial management
Process improvement
Revenue growth
Pricing strategy
Certification
- GM certified Technician
- Nissan Turn Around Training
- 100+ Technical and non-technical training courses
Languages
English
Arabic
Projects Awards
- Champion of Nissan Turn Around Project (TAP)
- Champion of Dealer SOP (Service Operation Standard)
- Champion of Nissan AS-DOS (Aftersales- Dealer Operation Standard)
- Champion of GT-R project for Alissa
- BAIC Aftersales Manager Excellence Award 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Accomplishments
· Establish After-sales Department (Startup) (2022-2025) for BAIC & MAXUS
· Resolved product issue through consumer testing for BAIC and Maxus Brands (2022-2025)
· Lead after-sales department for digital implementation project. (Orcale Fusion projetc)
· Recognized as the best KSA dealer for MOCI for Q1 2024. BAIC & MAXUS
· Increase service network from 18 to 50 service centers.
within 1 year. (2022-2023) for BAIC &MAXUS
· Increase Parts whole sales customers' data base from 90 customers to 250 Customer within 1 year. (2021-2022) for petromin multi-parts company.
· Increase Petromin monthly Parts sales from 2M to 7M within 1 year( 2021-2022)
· Gold award of Isuzu service center category (2018-2021)
· Silver award of Isuzu parts operation( 2018-2021)
· Triple Isuzu Aftersales Net profit from 4M to 12M in 3 years. (2018-2021)
· Increasing Service operation National Sustainability score from 36% to 75% within 6 months as per Nissan Company Standards. (2016)
· Handling the GTR project to certify the service centers for GTR service. (2014)
· Managing KAIZAN activity (Turn Around Project) for Nissan Global (2014-2016)
· Lead Alissa Isuzu technical team to ranked 3rd runner in Isuzu technical competition in Japan (2018)
Work Preference
Work Type
Full TimeWork Location
On-SiteImportant To Me
Career advancementWork-life balanceFlexible work hoursPersonal development programsHealthcare benefitsPaid sick leaveTeam Building / Company RetreatsPaid time offCompany CultureStock Options / Equity / Profit SharingSoftware
Digital Transformation
Power point
Excel sheet
DMS
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Interests
Photography
Swimming
Basketball
Timeline
AFTERSALES DIRECTOR
MOTORS GATE COMPANY
07.2022 - Current
DEPUTY GENERAL MANAGER- SALES
PETROMIN NATIONAL PARTS CO.
08.2021 - 07.2022
AFTERSALES DIRECTOR
ALISSA UNIVERSAL MOTORS
08.2018 - 08.2021
REGIONAL SERVICE MANAGER (WESTERN REGION)
MODERN MAINTENANCE COMPANY (AC-DELCO)
11.2016 - 07.2018
REGIONAL SERVICE MANAGER (CENTRAL REGION)
ALISSA AUTOMOTIVE COMPANY
12.2014 - 10.2016
SERVICE MANAGER (NISSAN DEALER)
ALISSA AUTOMOTIVE COMPANY
07.2011 - 11.2014
SERVICE MANAGER (GENERAL MOTORS DEALER)
ALISSA AUTOMOTIVE COMPANY
07.2009 - 06.2011
TECHNICAL SUPPORT ENGINEER
ALISSA AUTOMOTIVE COMPANY
06.2005 - 06.2009
WORKSHOP FOREMAN
ALISSA AUTOMOTIVE COMPANY
10.2002 - 05.2005
AUTO TECHNICIAN
ALISSA AUTOMOTIVE COMPANY
10.1998 - 09.2002
BBA - System Track
UK Open University
Diploma - Automotive Engineering
Amman University Collage for Technological Engineering
Similar Profiles
MAHMOUD GAMAL ZENHOMMAHMOUD GAMAL ZENHOM
Warranty Administrator at Motors Gate CompanyWarranty Administrator at Motors Gate Company
William RossWilliam Ross
Ocean Rescue Lifeguard at Gate Petroleum CompanyOcean Rescue Lifeguard at Gate Petroleum Company
Mikayla JohnsonMikayla Johnson
Food Sales Associate at Gate Petroleum CompanyFood Sales Associate at Gate Petroleum Company