Service Manager
Canon Emirates
Total years of experience :28 years, 0 months
• Managing all service operational and technical performance aspects of Service department across the UAE by direct management of service and support teams and maximizing / development of their skills.
• Create and follow up yearly team plan.
• Monitor, and develop customer and employee satisfaction.
• Manage resources to ensure the availability of the right quality and quantity of resources. Work closely with the HR to ensure a professional working relationship is maintained, and that local operational needs are balanced to the needs of the business.
• Visit customers and prospects to conduct service review, solve service business issues, and explore new business opportunities.
• Effectively manage, motivate, control and develop the staff within the unit and maximizing /development of their skills (through monitoring training plans & counseling for employees).
• Building up the service department yearly budget and presenting it to the GM and finance director.
• Monitoring on monthly basis the revenue of the department, Gross profit (GP), and cost of sales to ensure they are all aligned.
• Direct engagement in the spare parts forecast (N+3) and following up with the supply chain team to ensure arrival as planned.
• Monitoring the aging of Spare parts to ensure that they remain as little as possible in order to avoid writing-off at the end of the fiscal year.
• Constant and consistent follow up with two contract consultants in AUH and DXB to ensure all type of contracts (AMC/FSMA) are renewed on due date.
• Building the quarter incentive of the engineers based on the defined KPIs (average number of calls daily, recall percentage, minimum cost of Sales, customer satisfaction)
• Introduced employee of the month incentive plan (Highest number of spare sales, number of contract leads, number of machines activated with e-maintenance).
• Building the monthly service scorecard and presenting to the service director in the head office (Canon Middle East).
• Conducting monthly meeting with the GM to present and discuss average monthly response time, resolution time, recalls per product, cost of the engineers & financial results).
• Conducting monthly meeting with the AR team to ensure prompt resolution to collection issues.
Responsible for managing, coaching, and developing a great customer service team of
30 engineers, team which provides consistent, high quality, pro-active support to EC
customers.
• Liaising with vendors (Cisco, Dell, Roland, …) to resolve customers’ enquiries and
support issues.
• Motivating and training all staff to better perform.
• Increase efficiency, turnover and profits to exceed set budgets.
• Monitoring technical teams’ performance via the help desk center to rectify poor
performance and improve results.
• Prepare quotes and tenders for maintenance proposals and renewals
• Oversees credit control - responsible for working with accounts on payments issues and
ensuring payments are taken correctly in a timely manner.
• Preparing sales forecast in terms of annual maintenance contracts (SLA) and different
sources of revenue of service department and presenting them to the VP and GM on regular basis.
• Investigate and resolving customers’ problems/complains
• Communicate courteously with customers by email, phone, and in person.
• Managing business relation in terms of certification and business engagement with vendors such as Cisco, Dell, and Roland.
• Coordinating with and Supporting Account/Product Managers in initiating and closing
deals - participating in responding to RFPs, meeting customers, helping generating
customer business needs and solutions, etc.
• Managed a team of eighteen resident engineers (July 2009 - June 2010) that provided consistent and around the clock reactive & proactive support (24x7 of levels 1/2/3) for the Cisco network infrastructure CNE/WDN & CA NMS in Dubai International Airport T3/C2 expansion project (AX324K2) along with their monthly revenue calculations and invoicing.
• Assuming the responsibility of the daily operations of CS Dubai team.
• Assisting to enhance the enforcement of the CS business procedures
and systems.
• Seeking further growth for the CS business including support
contracts sell and renew
• Streamline the interaction with Sales/TSS (product managers).
• Coordinate and Plan Staffing and training plans.
• First support line to all team leaders and staff.
Assigning and coordinating my team’s daily activities.
• Following up with team engineers to close the call and achieve customer satisfaction.
• Planning the team’s training requirement in line with the service department’s business needs.
• Submit status reports to the service manager about the daily activities and achievements.
• Giving work directions and assistance in resolving technical problems to ensure timely completion of daily jobs and projects.
• Coordinate with project managers in controlling the implementation overflow of new projects.
• Minimizing/controlling the team’s business cost/expenses.
• Assisting the service department management in achieving its financial targets and maximizing revenue in all lines of business.
• Provide technical support to SGI customers as well as supporting SUN workstations and workgroup/enterprise servers.
