Business Solution Manager (Printing Solution)
Centrale D'Equipements et Services (BSB Group)
Total years of experience :17 years, 4 Months
• BSB Group is the distributor of SHARP products in Tunisia.
• Managing Business Solution Division (Printing & Visual solutions)
• Supervising sales department
• Supervising the service and aftersales department for Sharp office solution Products (Copiers & Printers)
• Establishing and Developing the sales strategy to meet the customer expectations and market requirements
• Implementation of new solutions and servcies
• Implementing the new CRM tool and improving the efficiency of the different teams
• Ensured that all the KPI meet the supplier standards
• Implementing the training program for the sales and technical team to follow the market development
• Training and demonstration on MyQ and Gespage solutions
• Developped the sales of printing and visual solutions by more than 50% yearly
• Developped the net revenue of the business unit by more than 60% yearly
• Keeping the SHARP as the leader of the market share by more than 60%
• Managing the P&L of the Customer service division
• Supervising the service and aftersales department for Almana & Partners, Consumer electronics and home Appliances products
• Ensured that all the operation for Electronics, Home Appliances and Air conditioning Services, aftersales and Spare Parts for Frigidaire, Philips, Beko, Siemens, Eurostar, Nevica and Zamil products are as per the SLA and supplier standards.
• Ensured that all the KPI meet the supplier standards (TAT, Return, NPF Repair…) and reduced the No of Return without repair by more than 40%.
• Implemented and revised the process for the daily activity assignment of the service requests and HVAC Installations and delivery.
• Developed the Annual Maintenance Contract business by negotiating existing contract and acquiring new ones.
• Developed HVAC Activity for supply and Installation all type of Ducts.
• Managed and developed training plan and continuous skills development for the technical and back-office teams.
• Developed the sales of finished Good Items through the service centre.
• Reduced the spare parts inventory by more than 15%.
• Improved the spare parts availability by developing the ordering process.
• Increased the sales of spare parts by more than 20% yearly
• Reduced the overall cost of the service department by more than 10% and increased the revenue generated by more than 5% yearly.
• Reached the target of 0 Accident during 2 Years by ensuring that standards and company safety policies are complied with all times and enforcing the safety regulations.
• Implemented recognition program for the technicians to motivate all the workers to achieve work goals and target.
• Implemented and launched the Air Duct Cleaning service in partnership with Lifa Finland.
• P&L responsibility for the Service and Parts business
• Technical staff & Front office team recruitment, selection, training and supervision.
• Monitor teams for the Installation and delivery of the different appliances (Window/Split ACs, Kitchen appliances and LED/LCD TVs). And ensuring that target of 100% delivery within 48 Hours is met.
• Coordination and ensure workshops are equipped with necessary tools and equipment to provide the efficient service delivery to customers.
• Managing Panasonic, JVC, Gala, Janome, Volkan, etc. service facilities to the highest housekeeping and Safety Standards.
• Ensure that Service Capacity is in line with market conditions and proposed to management all the requirement for service network expansions, Support Staff addition, new facility development, staff retention plans.
• Handle the tasks of developing employee skill sets like relationship building, territory management and presentation skill.
• Maintain high standards of service delivery and oversee and manage inventory planning for Spare parts.
• Coordinate development of The Service Policy, Reports, and Targets Setting for branches for Service Deliverables in terms of Response Time, Down Time, Revenue Targets and Customer Satisfaction.
• Liaise with the Principals in an appropriate level to ensure proper communication especially with regards to Technical Support, goodwill contributions and Customers issues as they arise.
• Oversee the continuous improvement efforts to the cost of service delivery and performance metrics.
• Conducting Service marketing initiatives
• Set up KPI`s. Evaluate the performance and guide to improve the service quality to earn customer satisfaction.
• Proposed and implemented a new CRM tool to improve the customer experience.
• Implemented new Call Center for NAS Store services and deliveries linked to all customer touch points.
• Responsible to manage MIPS Service Centre including, Sony, Toshiba and Lexmark authorized service centres and the After Sales Service for Scoop Informatique consumer electronics Retailer (11 shops in Tunisia).
• Supervising more than 20 collaborators (technical and sales coordinators) in the service centre.
• Investigating and solving customers' problems
• Developing customer service procedures, policies and standards
• Improving customer satisfaction and service quality results by studying, evaluating, and updating the processes.
• Implemented NPS Program in the different touch points.
• Establishing and monitoring service dashboard and reports by providing monthly and quarterly status reports (KPI, Revenue, Target)
• Increased the customer satisfaction from 65% to 90 % by providing better experience.
• Analysing results and implementing changes as per customer requirements and expectations
• Preparing technical and personal development training
• Managing the on-going Service activities (Product Registration, Customer Satisfaction Survey, Warranty Programs and Professional Program)
• Suggesting and conducting Service marketing initiatives pertaining to exposure of after-sales services; ensuring that SONY, TOSHIBA and LEXMARK targets are reached.
• Implemented and managed the buyback program and the refurbishment of used units (Buying, sales, repair process...)
• August 2006 to September 2010
I managed the validation of some ST SOC project; tested and characterized performances provided technical advice for customer and design department; wrote final validation report of each Microcontroller.
Technical support for customer and design team.
I also participated to the design of some microcontroller. For the development of our service, I create an Automatic test bench using LabView.
• 2003-2006 National School of Engineering of Tunis (Ecole Nationale d'Ingenieurs de Tunis E.N.I.
• 2000-2003 Preparatory Institute for Engineering Studies of Nabeul (Institut Préparatoire aux Etude
• 1993- 2000 Technical School of Sfax Baccalaureate: mathematics stream with good distinction
