Islam Abo Zaid has over 8 years of experience in technical and warranty roles for automotive companies in Egypt and Kuwait. He currently serves as the Manager of Technical and Warranty for Modern Motors, the distributor of Nissan vehicles in Egypt, where he oversees warranty claims processing and technical issue resolution. Previously he held warranty supervisor and section head roles with increasing responsibility. His duties include analyzing warranty claims, ensuring policy compliance, managing warranty budgets and staff, and improving customer satisfaction.

1. Eng. Islam Abo Zaid
Tel: +201154188151
Islam_abozaid82@yahoo.com
Work Experiences:
 Company: Modern motors (Nissan & Suzuki Distributer)
Based in Cairo, Egypt Apr. 2014 - Current
 Department: Technical & Warranty which is responsible on confirming the quality of the vehicle before launch
in the market and after that followed with the after usage technical issues,reporting to the manufacturer. In
addition settle all the repairs under manufacturer warranty. Deals internally with all Nissan Workshops,PDI,
Sales, Marketing and Parts Department also deals with OE Supplier in the country (EX. Tires, Batteries, Oil,
Audio and Paints).
 Second Position: Manager, Technical & Warranty (Nissan). ( Jan. 2016 - Current )
General Job Description:
 Plan, organize, lead and control total technical issues and warranty business for Nissan.
 Administer manufacturer’s warranty given to new car owner at the time of sale of vehicle. While
optimizing use of factory warranty for Customer Satisfaction, ensure strict adherence to manufacturer’s
warranty policy and procedures by the service team. Administer Parts Warranty for parts used at our
Service Centers.
Key Performance Indicators:
 % Outstanding claims to total submissions
 % Rejections to total submissions
 Error rate and debit during the warranty Audit
 Quality and regularity of error report to service management
 Report on not claimable hours as % of total claims
 Campaign Completion Rate
 Action plan completion
Responsibilities & Duties:
Operational
 Analyze warranty claims to ensure that only legitimate claims which qualify to be covered under
warranty are raised to the manufacturer. Ensure appropriate quality checks have been done to minimize
the errors.
 Maintain detailed knowledge of warranty policies and procedures.Guide the warranty team and ensure
the claims raised are of high quality with correct operation codes.All open times should be justifiable
and supported with clocking evidence.
 Ensure all warranty claims are submitted on time and within the given period by the manufacturer. If
required, necessary follow up should be done with Service Management to ensure closing the repair
orders within 2 days of last clocking and sign off for claim submissions with 14 days.
 Follow up with manufacturers for timely receipt of the payments.Analyze all rejections or
resubmissions and address the root cause with service management to ensure rejections are reduced to
minimum. ( rejection percentage set for the year every year) Maintain clean records of all the claims
generated, submitted and received.
 Timely reconciliation of the warranty claims using the available software and updating the records and
information for the finance department.
 Regularly send reports to service management on all improvement areas required after analyzing the
warranty claims on weekly basis. Also regularly update the operations through internal warranty
bulletins for all the process improvement requirements.
 Ensure campaign completion rate is on target, alert service management of short falls with details of
campaigns that need attention.

2.  Establish and continuously review the warranty training to ensure that the technicians, quality
controllers, team supervisors,service advisors and service managers know how to manage jobs under
warranty.
 Communicate any changes in warranty policies and procedures and the implications of the same on the
costs and processes to ensure that the technicians, controllers and managers are well informed to manage
claims under warranty.
 To keep all technical and warranty related paper work filed properly for related personnel’s for their
reference whenever necessary.
 Deal with all external customers (like Fleet owners), visit twice a month to check any warranty problems
and provide special technical supports as perNMDE warranty policy and analyze monthly “External
Customer Activity “ with my manager.
 Analyze and keep update NMDE and workshops for “Fix It Right (Warranty Repeat Repair)” as per
NMDE requirement.
 To visit all the workshops and new car store collecting information related to the quality of the product.
 Developing systemfor speedy communication in-between branches and technical & warranty
department.
 Support loyal customers in providing Goodwill Warranty.
 Ensure field technical reports submitted by technical team quality as per NMDE standards.
People Management
 Identify, set and agree on KPIs and objectives.
 Recommend employee promotions, salary adjustment, and disciplinary actions and approve vacation
and overtime.
 Identify staffing needs,Participate in interviewing panels and take hiring decisions.
 First Position: Section Head, Technical & Warranty (Nissan) ( Apr. 2014 - Dec. 2015 )
General Job Description:
 Plan, organize, lead and control total technical issues and warranty business for Nissan.
 Reported to Technical & Warranty Manager and supervise Warranty & Technical Officers , Supervisors.
Responsibilities & Duties:
Operational
 Analyze claims upon receiving the monthly NMDE Warranty Claim Settlement Report.
- Deal with Finance Department for settled and pending amount from NMDE for warranty
claims.
- Evaluate error/rejected/approved rates and keep report files.
 Key decision maker in technical issue and warranty business.
 Monitor job qualities through warranty officers, reporting to workshop managers.
 Provide warranty/technical information to service advisor/Forman particularly on service campaigns
then follow up all running campaigns and provide monthly analysis report to NMDE.
 To co-ordinate with service managers, Training manager, warranty staff and team leaders to evaluate
and solve technical problems whenever necessary.
 To keep all technical and warranty related paper work filed properly for related personnel’s for their
reference whenever necessary.
 Deal with all external customers (like Fleet owners), visit twice a month to check any warranty problems
and provide special technical supports as perNMDE warranty policy and analyze monthly “External
Customer Activity “ with my manager.
 Analyze and keep update NMDE and workshops for “Fix It Right (Warranty Repeat Repair)” as per
NMDE requirement.
 To visit all the workshops and new car store collecting information related to the quality of the product.
 Developing systemfor speedy communication in-between branches and technical & warranty
department.
 Conduct monthly meeting with the warranty officers and service managers.

3.  Support loyal customers in providing Goodwill Warranty.
 Making decision for the benefit of the company in achieving and maintaining customer satisfaction.
 Prepare periodic reports and presentations.
 Document and maintain records of department activities.
 Perform other duties as requested by management.
People Management
 Identify, set and agree on KPIs and objectives.
 Recommend employee promotions, salary adjustment, and disciplinary actions and approve vacation
and overtime.
 Identify staffing needs,Participate in interviewing panels and take hiring decisions.
 Courses & Seminars:
1. Technical report writing guide and warranty parts packing seminar.
2. New car feature seminar for Nissan Sentra.
3. New car feature seminar for Nissan Qashqai (J11).
4. N-STEP 1 Course ( 3S , Kaizen , About Nissan , Consult 3 , DC Circuit , Automotive Fundamentals ,
General tools , PDI , Periodic maintenance ,Safety ).
5. N-STEP 2 Course (Engine session).
 Company: Mohamed Nasser Al sayer and sons (Toyota & Lexus Distributer).
Based in Kuwait, Kuwait. Nov. 2006 – Mar. 2014
 Department: Technical & Warranty which is responsible on confirming the quality of the vehicle before launch
in the market and after that followed with the after usage technical issues,reporting to the manufacturer in TMC
Japan / TMCA Australia / TMT Thailand / TMIN Indonesia / KUOZUI Taiwan & BRO Bahrain. In addition settle
all the repairs under manufacturer warranty. Deals internally with all Toyota and Lexus Garages , PDI , Sales ,
Marketing and Parts Department also deals with OE Supplier in the country ( EX. Tires , Batteries , Oil , Audio
and Paints ).
 Third Position: Warranty Supervisor (Apr. 2012 – Mar. 2014).
General Job Description:
 Plan, organize, lead and control total technical issues and warranty business for Toyota & Lexus.
 Reported to Technical & Warranty Manager and supervise Warranty Officers.
Responsibilities & Duties:
Operational
 Analyze claims upon receiving the monthly TMC Warranty Claim Settlement Report.
- Deal with Finance Department for settled and pending amount from TMC for warranty claims.
- Evaluate error/denied/approved rates and keep report files.
 Key decision maker in technical issue and warranty business.
 Monitor job qualities through warranty officers, reporting to garage managers.
 Provide warranty/technical information to service advisor/Forman particularly on service campaigns
then follow up all running campaigns and provide monthly analysis report to TMC and all garages
through my manager.
 To co-ordinate with service managers, Training manager, warranty staff and team leaders to evaluate
and solve technical problems whenever necessary.
 To keep all technical and warranty related paper work filed properly for related personnel’s for their
reference whenever necessary.
 Deal with all external customers (like Fleet owners, Rental & Taxi operating companies), visit twice a
month to check any warranty problems and provide special technical supports as per TMC warranty
policy and analyze monthly “External Customer Activity “ with my manager.
 Analyze and keep update TMC and garages for “Fix It Right (Warranty Repeat Repair)” as per TMC
requirement.
 To visit all the workshops and new car store collecting information related to the quality of the product.

4.  Ensure high quality service standards such as Toyota quality systemfor service.
 Developing systemfor speedy communication in-between branches and technical & warranty
department.
 Conduct monthly meeting with the warranty officers and service managers.
 Support loyal customers in providing Goodwill Warranty.
 Making decision for the benefit of the company in achieving and maintaining customer satisfaction.
 Prepare periodic reports and presentations.
 Document and maintain records of department activities.
 Perform other duties as requested by management.
People Management
 Identify, set and agree on KPIs and objectives.
 Recommend employee promotions, salary adjustment, and disciplinary actions and approve vacation
and overtime.
 Second Position: Warranty & Technical Engineer (Apr. 2007 – Mar. 2012)
 Passed by Entry Level / Junior Level / Senior Level.
General Job Description:
 Definite wither the job is warranty, once approved I should claim same amount from TMC.
 Investigates vehicles technical problems and report to Toyota quality control department in Japan,
operates the Toyota warranty systemfor the group.
Responsibilities & Duties:
 Gather data for warranty repairs from the workshop branches,scrutinize history before analyze the
validity of the warranty repair claim & the spare parts that are to be replaced.
 Prepare warranty claims as per Toyota warranty policy standards.
 Assist technicalsupervisorto gather technical failure information on warranty repairs.
 Maintain room for old warranty parts storage.Ensure warranty tag for each part, prepare list for parts
that are to be disposed.
 To evaluate and decide a customer complaint is genuine and the repair can be performed under
warranty.
 To assist Forman, mechanic in diagnosing faults on vehicle by road test,inspection of parts,refer to
technical information, etc.
 Update workshop and related responsible staff with technical information from TMC received through
service bulletin, letters, etc.
 To prepare field technical reports,marketing product reports and specific reports related to technical
matters to TMC.
 To attend necessary seminars, service training, etc. to update knowledge of latest technology.
 To ensure availability and utilization of technical information & repair manuals.
 To study technical information, service bulletin and explain to foremen and mechanics to ensure that this
is applied during repair.
 Carry out parts recovery requests / parts test requests and arrange testing of parts as recommended by
TMC.
 Perform other duties as requested by management.
 First Position: Apprentice Engineer (Nov. 2006 – Mar. 2007).
General Job Description:
 A fresh young graduate in a special field from well-known technical institution who could join a
lengthily training program (theoretical & practical) to be brought up to the level of TMC recommended
standards.

5.  Certificates:
1. Toyota Technician.
2. Toyota Pro Technician (Engine, Chassis, Electrical).
3. Toyota Diagnosis Technician (Engine, Chassis, Electrical).
4. Toyota Diagnosis MasterTechnician.
5. “Best In The Business” development program self-tests certificates in the following area:
Basic Quality Standards / Customer Care / Time & Stress Management / Effective Teams / Supervisory
Skills / Managerial Skills / Personal Productivity / Anger Management …..Etc.
 Courses & Seminars:
1. Toyota Technician Course.
2. Toyota Pro Technician Course.
3. Toyota Diagnosis Engine Course.
4. Air Condition Basics Course.
5. Guide for Field Technical Report (included using digital camera) Course.
6. Hybrid Introduction Course and New Car Feature Seminar for Lexus LS600h.
7. New Car Feature Seminar for Lexus CT200h.
8. New Car Feature Seminar for Lexus IS300C.
9. New Car Feature Seminar for Toyota Zelas.
10. New Car Feature Seminar for Lexus LFA.
11. New Car Feature Seminar for Toyota Camry & Yaris MY 2012.
12. New Car Feature Seminar for Lexus GS350 MY 2012.
13. Dunlop Tires Training Seminar.
14. New Car Feature Seminar for Lexus RX350 MY 2012 & RX450h.
15. New Car Feature Seminar for Toyota 86.
16. Robinair A/C Machine AC788PRO New Feature Seminar.
17. New Car Feature Seminar for Toyota RAV 4 MY 2013.
18. New Car Feature Seminar for Lexus ES350 & ES250 MY 2013.
19. Warranty Service Support Course.
20. Supervisory Skills Course.
 Toyota Service Management Courses ( Self Study ):
1. Field Representative Training.
2. Toyota after Sales Operating Standards.
3. Major Service Indicators.
4. New TSA21 (Toyota Service Advisor21) Program.
5. Handling of Legal Cases against Manufacturer Course (Airbag Non Deployment & Fire Hazard Cases).
6. “FIR” Fix It Right Program.
7. “TSM” Toyota Customer Service Workshop Management Program.
- Kodawari Program (A program to realize accurate response to customer requests and to meet
promised deliver times).
- Advanced Program (A program to realize high productivity operations through shorterlead times
and improved customer retention).Its application is MRS (Maintenance Reminder System) & EM
(Express Maintenance).
- Global Operation Guidelines (Guidelines defining the ideal state of service operations).
- Toyota Way (It is a standard,ideal beacon for the global network of manufacturers, distributers &
dealers which forms unique managerial values and business methods).
- Toyota Production System Concepts (Cost Reduction by elimination of waste, Just in Time &
Irregularity Control).
- Toyota Problem Solving Philosophy (Plan, Do, Check & Action).
- Kaizen Activities (Focused on bringing current service operations closer to the ideal state to
strengthen dealer business performance).

6.  Company: Modern Motors (Nissan & Suzuki Distributer)
Based in Alexandria, Egypt Oct. 2005 – Oct. 2006
 Position: Mechanical Workshop Engineer.
General Job Description:
 Supervises the day to day operations of the section to ensure that the work is carried out at minimum cost
and acceptable quality.
 To ensure complete utilization of service team capacity.
 Courses & Seminars:
1. New Car Feature Seminar for Nissan Urivan.
2. New Car Feature Seminar for Nissan Sunny.
3. Electric Circuits & Electronic Basics Course.
4. Chassis Basics Course.
5. Engine Basics Course.
Training:
Trained as an Apprentice Engineer in the following companies:
 Ford Motors Service Center (Jul. 2002, Sep. 2003).
 Volkswagen Motors Service Center (Jul. 2003).
 Opel Motors Service Center (Aug. 2003).
 MitsubishiMotors Service Center (Aug. – Sep. 2005).
Education:
 2000-2005 BSc. In Mechanical Engineering, Alexandria University.
 General Grade: Good.
 Graduation Project: Conversion of Internal Combustion Engine running on Gasoline to run on Hydrogen. Grade:
Very Good.
 --- - 2000 English Language School.
Language Skills:
 Arabic: Mother Language.
 English: Excellent Command (Read / Write / Speak).
- Advanced English Courses in American Center and Alsayer Training Center.
 French: Fair.
Computer Skills:
 Necessary skills in Microsoft Office.
- Basic Word Course in AlsayerTraining Center.
- Basic Excel Course in AlsayerTraining Center.
- Power Point Course in Alsayer Training Center.
 Internet Applications.
 Auto-Cad
Personal Information:
 Nationality: Egyptian.
 Date of Birth: 17/08/1982.
 Religion: Moslem.
 Marital Status:Married.
 Military Status: Finished.
 Address in Egypt: Giza, Egypt.
 Driving License: Available (Egypt & Kuwait).