Wael Bouz

Service Operation Manager at Al-Haddad Telecom

• Saudi Arabia - Jeddah
• My current job since March 2000

Establishing the first Service Center in the company and setting up the first KPI’s and
standards.
* Establishing a Service Network connected to the Main Service Center, that we have spread
the service network over the entire Kingdom main and remote cities which reached max 60
service points and 3 service centers, and that was varies depending on the long term P&L.
* A part of team work to certify the company with ISO 9001, ISO 14001 and ISO 18000
(AHSA).
* Creating an inventory management system which still working so far around the service
facility Kingdom wide.
* Managing and maintaining the KPI’s within the green areas (TAT, BB and Reporting) in
NOKI Authorized SC.
* A part of team work which established and create the in-house system of work (Star-5). This
system is working up to date and control all the transactions and stocks in real time.
* Direct establishment and management of NOKIA Care Project which was the first branded
NOKIA Service Centers in the Kingdom and with 8 branches around the territory (Jeddah,
Riyadh-1, Riyadh-2, Dammam, Madinah, Khamis Mushait, Qatif and Haiel), the 9th branch
was in Cairo-Egypt. And that was after preparing and winning in NOKIA bidding for this
purpose.
* Starting, finalizing and maintaining Service Contracts and Agreements with NOKIA,
Samsung, HTC and Lenovo.
* Working on and preparing Service Agreements with Archos, LG, Motorola, SONY, Asus.
* Preparing Service Agreements with clients such as Wadi Distribution.
* Developing and implementing the processes of Service for example and not limited to, Temp
Phones, Swap Operation, Spare Parts Fulfillment and Forecasting, Pending Management,
MRC and other procedures according to the vendors NOKIA, Samsung, HTC, Lenovo and
Others.
Historical