Aftersales Network Manager MEA
LG Electronics
Total years of experience :23 years, 2 months
Service Network & Operations leader. capable of delivering efficient & smooth day to day operation in assigned service network region. Managing service centres network coverage and overseeing all aspect from inventory of spare parts to workers capability level to satisfy customers requirements with a cost conscious balance.
Overseeing overall management of service network operations to satisfy customer needs. By focusing on inventory levels of spare parts availability and technicians trainings and capability in addition to periodic reviews of service network coverage to plan improvements based on setting targeted KPI for performance management that covers the full cycle and MOT steps for service operations TAT, Inventory levels, . workers skills & knowledge levels. Overall KPI monitoring to achieve high quality and cost efficient operation for both customers and suppliers alike. (CSI, RTAT, Fill Ratio, Lead time, Turn Over, Safety Stock, ABC, P&L). by Using ERP system, preparing KPI trackers & periodic reports as per management guidelines.
• Planning, executing & monitoring service functions improvement projects to ensure consistency and accuracy and to assist in driving performance.
• Process re-mapping for contact points, workshop, logistics, spare parts dept. operation to efficiently handle assigned functions & to manage data accuracy.
• Managing Spare parts orders by planning Demand - Supply, Import & export to MENA region customers in coordination with respective team.
• Focus on inventory levels by demand planning and safety stock to improve Fill Ratio and reduce Excess & Obsolete percentage from NPI to LTB.
• Managing Customer Service operation for effective communication to address customer needs & inquiries by strategically realigning operation.
• Analyzing consumers VOC, Pain points and Extracting customer's insights & suggesting improvement plans.
• Planning & executing micro strategies to find the right balance between improving customer satisfaction, reducing cost and increasing profitability.
• Designing clear SOP's for service functions to maintain quality operation.
• Setting & following up KPI's for weekly targets/ trackers for smooth operation.
• Conducting onsite Tasks /visits with customers / suppliers for better understanding customer / supplier environment, training and improving communication and solving field issues.
• Team building, empowerment & level up practices to enhance teams capabilities & knowledge level by actual involvement and learning.
Customer Touch point - Senior Executive - CCM Dept.( Customer Communication Marketing) : monitoring & supervising the work flow to maintain company’s quality standards are met in daily basis including: Handling all customers inquires (Pre-Sales, Post-Sales, Complains, Technical support ) via email and over the phone. Coordinating with other dept. in order to satisfy our customer needs and to answer their inquiries, following up registered open calls assuring it is within the company TAT. Preparing weekly and monthly reports (VOC, KPI, ) data collation & analyzing customer feedback using survey systems. Provide the marketing and sales dept. with the required information to set up the future strategies. Coordinating with different work channels in order to solve critical issues that need direct actions. Preparing Training materials/presentations and giving training to the authorized dealers sales team\call center agents, attending yearly meetings providing the head managers with customers reports affecting their decisions and their future plans.
Customer Service Executive, Data Support :
Multi Brands (Nokia, Sonyericsson, Imate, LG, Samsung) Service Center, Handling Walk in Customer’s Inquiries (Settings Issues, Connectivity, etc. ) and over the phone, following up with customers and co-coordinating with the Main service centre as a service support executive, handling all the office requirements, Taking Care of All Office Computer Related Issues (Network, maintenance, software installation, etc..), In charge of the whole branch in the absence of the Operation Supervisor.
Computer Operator: Handling the inventory system, In charge of Pricing, Stocking & Distribution, Maintenance for the Company’s Pc’s, Training the team to use the system, office requirements, answering phone calls, Co-coordinator with other departments .
Technical Support - Sales Advisor:
Assembling Pc’s and setting up the software with windows-x OS, installing software, Hardware & Software Trouble shooting
Sales man. Customer service.
computer advancements.