After Sales Manager
Sky Distribution
Total years of experience :23 years, 5 Months
• Building Sky-Samsung After Sales service network, department and operation from scratch (Set up 14 service centers, Hiring staff, Organization chart, setting processes, in-house system workflow, managing suppliers, …etc.).
• Manage 50, 000 mobile phones repairs per year through 70 employees and 14 service centers.
• Forecast annual budget and business plan.
• Pricing spare parts and Labor figures based on study about the market, analyze the current market trends and penetrate into the market.
• Review monthly After Sales profit & loss statement, take corrective actions accordingly.
• Review after sales business development according to company and Vendor strategy objectives.
• Design and document all operations processes and policies manual.
• Managing the business relation with Vendors (Samsung) and regulatory bodies concerning business strategy, model, and technical operations.
• Managing after sales teams: Customer Care, Maintenance, Call Center and Technical Support teams. Setting teams targets to achieve after sales objectives.
• Member of the organization strategic committee that is responsible to develop the business.
• Maintain operational proficiencies of a department by managing the delivery of support services and operational requirements of the customer
• Follow up Technical Staff performance on daily/Weekly Monthly basis by provide suitable target to align with Nokia and Samsung Target (TAT, Bounce, URT, and reporting accuracy).
• Review maintenance staff performance /ASV and shall be achieved Company target.
• Ensure that the productivity goals for the team are met, including service level/utilization and customer satisfaction.
• Evaluate the staff on quarterly basis to take the corrective and preventive action to develop technician’s performance and achieve their target.
• Manage labor and non-labor costs to ensure business profitability to the contribution margin level. Ensures compliance and achievements as defined in the annual budget.
• Collection points project handling (repair procedure, cash control, problem solving, …).
• Manage and monitor retailer’s performance by applying the standard process between ASV’s and retailers to be aligned with partner’s Standard target.
• Submit and create the reports needed on time.
• Improve and develop collection point’s project by gaining more collection points, repairs volume, and reduce Courier charging.
Maintaining, updating, and improving all service process on a continual basis.
Ensure the application of manufacturer requirements in all maintenance cycles.
Handling annual budget and business plan.
Reviewing all technical requirements and training plan and taking all necessary actions to ensure that a minimum level of skills are maintained in the Service Center and other Service points.
Ensure the applications of ISO standards (Ring service centers are certified for ISO 9001/14001).
Analyzing the KPIs for repair & Quality Control teams monthly.
Auditing all repair & Quality Control stations periodically.
Recruiting all operations team candidates.
Responsible of achieving maintenance targets.
Setting objectives for repair and Quality Supervisors, and monitor performance.
Maintain close cooperation with Customer care management to reach customer satisfaction targets.
Maintenance of GSM mobiles
Managing of maintenance team.
MBA
Masters