Mutasem Siddig

A highly accomplished and strategic After sales & Service Manager with over 14 years of deep-rooted expertise within the Qatari automotive industry, specifically driving excellence in tier-1 dealership environments (Nissan standards). Proven track record of transforming service centers into high-profit, lean, and customer-centric operations. Expert in implementing Lean Principles to optimize workshop efficiency, maximize productivity, and systematically minimize operational waste.

Recognized for leading frontline and technical teams to achieve prestigious global manufacturer milestones, including the Gold Level Achievement in operational and quality excellence. A bilingual leader (Arabic & English) skilled in managing critical KPIs, resolving complex supply chain challenges, and elevating the Customer Satisfaction Index (CSI).

Service Manager at Saleh Al-Hamad AL-Mana Co. (Nissan Qatar) (2021-01 – Present)

• Operational Excellence & Quality: Spearheaded daily workshop and service operations, successfully aligning local processes with strict international manufacturer standards; proudly led the team to secure the Gold Level Achievement in Nissan Dealers standard program (NDSP).
• Lean Implementation: Successfully applied Lean Principles across workshop layouts and workflows, eliminating operational bottlenecks, reducing vehicle turnaround time, and boosting overall Workshop Efficiency and Productivity.
• Financial Control & Cost Optimization: Engineered and executed strategic cost-reduction initiatives that decreased operational expenses without compromising strict brand service benchmarks.
• Performance & KPI Management: Established rigorous monitoring systems for key performance indicators (KPIs), significantly increasing the Fix-It-Right (FIR) rate and optimizing labor utilization across multi-cultural technician teams.
• Supply Chain Mitigation: Collaborated closely with the parts department to manage inventory flow and streamline distribution, successfully mitigating parts shortage impacts and decreasing customer waiting times.

Reception Supervisor at Saleh Al-Hamad AL-Mana Co. (Nissan Qatar) (2018-03 – 2020-12)

• Frontline Leadership: Directly supervised, coached, and mentored the service reception team, ensuring absolute adherence to corporate procedures, service delivery standards, and brand values.
• CSI & Retention Drive: Revamped customer handling processes at reception, which directly resulted in enhanced customer feedback, maximized Customer Satisfaction Index (CSI) scores, and improved long-term retention.
• Escalation & Resolution: Acted as the primary escalation point for complex customer grievances, utilizing advanced negotiation and problem-solving skills to resolve conflicts swiftly while safeguarding dealership reputation.

Service Advisor at Saleh Al-Hamad AL-Mana Co. (Nissan Qatar) (2014-03 – 2017-04)

• Customer Consultations: Acted as the primary brand ambassador, managing customer welcomes, scheduling, and conducting comprehensive initial vehicle walk-arounds and diagnostic troubleshooting.
• Upselling & Revenue Generation: Translated technical vehicle diagnoses into clear, value-driven explanations for customers, preparing accurate repair estimates that consistently achieved and exceeded monthly labor and parts upselling targets.

General Supervisor at Maysour Trading & Technical Services (2010-07 – 2012-12)

• Service Delivery: Managed operational requests and customer inquiries, enforcing high-quality service execution and prompt turnaround times.
• Policy Balancing: Exercised strong decision-making skills to balance strict company commercial policies with strategic actions required to secure long-term customer loyalty.

Customer Service Representative at Investment & Industry Development Co. Ltd (2009-05 – 2010-04)

• Resolved complex service issues by conducting root-cause analysis on customer complaints, ensuring optimal and sustainable solutions.

Diploma in Mechanical Engineering – Sudan University of Science & Technology (2008 – 2009)