Product Support Supervisor
Mantrac Egypt
مجموع سنوات الخبرة :14 years, 8 أشهر
• Drive the business according to long & short term strategic vision considering current business, new leads and putting SMART action plan to achieve the vision
• Regular visit customer sites and perform CAT visual inspection (TA1) as needed to gather leads
• Responsible for revenue generation activities such as (Maintenance contracts - Spare parts selling -Service selling) and supporting prime products selling.
• Responsible for implementing product support marketing plans to increase customer awareness, identify new customers, enhance market penetration and increase sales.
• Customize repair options that meets customers’ needs and liaise with different parties to offer best options to the customers
• Maintain and increase our customers base with close follow up and regular customer visits and interactions
• Supervise service activities and performance though service team leader and ensure to gather incremental business as much as possible through service
• Regular review business performance with head management to ensure business in the right way and put corrective actions accordingly
• Create, amend and update our customers data through Salesforce platform and get the best of Salesforce features
• Ensure that effective service is provided to customers to achieve customers satisfaction and hitting high satisfaction score through transaction survey.
• Create CAPEX & OPEX plane and ensure to utilize them well according to time frame
Achievements:
• Achieved 112% of Service sales 2020 with $116 K and maintain 100% YTD sales although slowdown in tourism sectors (Core business in territory)
• Increase Marine sales portion from 8% in 2019 to 23% in 2021 by implementing our action plan
• Renew 12 service contract in power generation sector, add new 12 contracts in marine and machines sectors
• Great Sales figures from incremental business (parts & service) by achieving $132 K in 2020 (which is 18% of total Egypt budget) and achieved $146 K in 2021 YTD
• Achieved $4.8 K for Non-CAT business YTD which
• Started from Jan. 2021, we created manually a database for “on-ground” opportunities from all business sectors and divided into lead, Quotations, WIP and invoiced to track the opportunities closely, total tracked Opp $1.1 M
• Won a deal in governmental sector worth $190 K by performing free CAT technical inspection (TA2) program
• Performed 44 customer site visits in 2021
• Achieved 95% in customer TS and got many positive feedback from customers, ranked 2nd in Egypt
• Improved service performance, quality and attitude by capitalize service tools (manpower, tools, vehicles, ..)
• Receive customers service request and dispatch service appointments and ensure completion before dead line
• Create service monthly service plan considering PM visits on time
• Ensure business pipeline to fulfill monthly and annually targets
• Periodically review performance of Maintenance Executives and Technicians with the objective of improving performance.
• Manage (On site) field service team to perform major repairs on site such as large engines overhauls machines full life, machine half life
• Make plans & supervise service operations in the field to ensure implementation of the service with CAT standards within the time frame
• Ensure HSE protocol adherence by all team members.
• Determine the sort of tools and equipment which are needed to complete jobs properly
• Monitor, mentor and develop team members to achieve high level of team performance
• Create parts lists & quotations for the repairs and ensure the availability of all parts on time.
• Keep in touch with customers to follow up machine performance after repair & ensure customer satisfaction
• Implement CAT PIP, PSP programs to minimize machines downtime
• Manage daily service tasks & assign technicians and service men according to their abilities and skills
• Writing technical & failure analysis reports and report sophisticated technical issues to the manufacturer
• Conduct regular meetings with the team to address any bad behavior and listen to their concerns and keep them motivated and ambitious.
Achievements:
• Pointed as employee of the year in 2019 in Upper Egypt area
• Accomplish successfully major project leading (Abu Tartur, new Zaafrana, ..)
• Work as Service Engineer in Luxor branch for all CAT® products.
• Aware with Perkins and Olympian engines.
• Perform scheduled Maintenance and major overhauls.
• Perform diagnosing tests and troubleshooting problems for All CAT® Products ” Electrical & Mechanical diagnose”
• Covered different areas as a support-worker
• Writing Technical Reports.
Training on MAN Diesel Engines, Diesel Generator
