Customer Technical Service Manager
CROWN Bevcan Europe & Middle East - KSA
Total years of experience :23 years, 5 Months
* Improve customer service experience, create engaged customers and facilitate organic growth
* Take ownership of customers issues and follow problems through to resolution
* Set a clear mission and deploy strategies focused towards that mission
* Develop service procedures, policies and standards
* Keep accurate records and document customer service actions and discussions
* Analyse statistics and compile accurate reports
* Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
* Keep ahead of industry’s developments and apply best practices to areas of improvement
* Control resources and utilize assets to achieve qualitative and quantitative targets
* Adhere to and manage the approved budget
* Maintain an orderly workflow according to priorities
• Managing overall operations including inventory control, scheduling, documentation, equipment maintenance, and quality control/inspection to ensure production meets output/ quality goals within allocated budget.
• Managing maintenance operations & spare parts orders.
• Managing all purchasing orders for all raw materials.
• Monitoring all technical issues for products, machines, quality, laboratories, warehouses ..etc.
• Tracking quality of all processes through analysis of recorded data and formation of additional test-points. Correlating results with requirements and specifications.
• Devising methods to utilize plant’s personnel/ capital resources to best meet production goals. Determining necessity of new machines, overtime/ extra shifts, sequence of production, monitoring production run to confirm it stays on schedule, correcting any problems that may arise.
• Administering all departments - production, quality, preparation, maintenance, warehouses, transportation, clearance, accounting, distribution and marketing; developing budget and spending plans to meet production schedules effectively without causing slowdowns.
• Leading department staff, facilitating training on core manufacturing competencies, supporting site-wide safety goals by ensuring plant equipment modifications meets safety objectives.
(Snack Pellets Production)
• Arranged an essential functions in the establishing of factory, prepared the majors as well as associated process/ operations of commissioning and construction of the new factory that producing Snack Pellets Production (Potato, Wheat, Cereals & Corn).
• Conducted Quality Benchmarking of products as well as developed internal control policies inclusive of full reporting system.
• Directed functions of entire facility, met all expectations set forth by company, coordinated daily functions of all plant departments thereby maintaining efficiency levels to achieve optimum results.
Highlights:
• Played a vital role in the establishment of factory, managed the primary as well as associated process/ operations of commissioning and construction of the new factory.
• Accomplished production startup before 2 years of the established deadline as well as achieved production capacity of 25, 000 cartons/day (each carton contains 30 cans of 250ml/can).
• Proactively conducted Quality Benchmarking of company products as well as developed internal control policies inclusive of full reporting system.
• Directed functions of entire facility, met all expectations set forth by company, coordinated daily functions of all plant departments thereby maintaining efficiency levels to achieve optimum results.
Key Responsibilities:
• Managing overall operations including inventory control, scheduling, documentation, equipment maintenance, and quality control/inspection to ensure production meets output/ quality goals within allocated budget.
• Tracking quality of all processes through analysis of recorded data and formation of additional test-points. Correlating results with requirements and specifications.
• Devising methods to utilize plant’s personnel/ capital resources to best meet production goals. Determining necessity of new machines, overtime/ extra shifts, sequence of production, monitoring production run to confirm it stays on schedule, correcting any problems that may arise.
• Administering all departments - production, quality, preparation, maintenance, warehouses, transportation, clearance, accounting, distribution and marketing; developing budget and spending plans to meet production schedules effectively without causing slowdowns.
• Leading department staff, facilitating training on core manufacturing competencies, supporting site-wide safety goals by ensuring plant equipment modifications meet safety objectives.
Inducted as Laboratory and Quality Department Manager, moved on upward career trajectories, to merit promotion to the position of Plant Manager & General Manager Assistant
Designation Chronology:
• Jul '05 - Aug '06: Plant Manager & General Manager Assistant
• Aug '03 - Jun '05: Laboratory and Quality Department Manager
Highlights:
• Instrumental in establishing new factory and buying new filling machines. Overhauled syrup room design, fittings & accessories to reduce production cost resulting in improved efficiency and creation of 4 batches instead of 1 batch.
• Played a pivotal role in preparing and developing the product recipes:
- Non Alcoholic Beer: SALISA®, ICER®, ALITA®, ROCKERS®.
- Sparkling Drinks: ROMA® cocktails & MOODZ® sparkling drinks (Pink, Blue, Green, Red, Yellow & Mauve)
- Floats Juices: Peach, Orange and Pineapple.
- Soft Drinks: Cola, Lemon "Up", Orange, Diet Cola & Diet Up.
Key Responsibilities as Plant Manager & General Manager Assistant (Jul 05 - Aug 06):
• Supervised setup of production lines, monitored production, QC, sales, maintenance, purchasing, HR, warehouse departments and reported performance/ production levels to GM.
• Scheduled/ delegated work assignments to ensure production of the highest quality product at lowest possible price, meeting company performance standards and customer delivery needs.
• Analyzed production processes, installed advanced high speed production line and supervised the design & preparation of the stainless steel tanks along with GM & Maintenance Manager.
• Ascertained effective plant operational performance and compliance with safety standards of Ministry of Health.
• Developed/ instituted plans for efficient use of materials, machines and personnel for fostering vertical organizational growth.
• Reviewed production costs/ quality, modified production/ inventory control programs, for profitable plant operation; also handled the 'clearing' of goods through customs.
Key Responsibilities as Laboratory and Quality Department Manager (Aug '03 - Jun '05):
• Monitored processes and prepared recipes, innovated and improvised the existing process, ensured that the same will consistently produce products meeting predetermined specifications.
• Maintained and continuously improved manufacturing practices whilst determining raw materials specifications to meet the quality standards of the organization.
• Managed/guided the technical area coverage resources for the calibration of equipments, prepared CIP system, hygiene check as per HACCP norms, with the objective of effectively utilizing these resources to achieve desired performance levels.
• Handled documentation for HACCP and GMP projects, ensured successful implementation of standard operating procedures for accomplishment of HACCP certification.
• Liaised with technicians from Puremalt (UK) and Doehler (Germany) for conducting research and developing new products.
• Implemented a Quality Management System in accordance with international quality requirements for water treatment unit and boiler treatment system.
Apr 05 - Jul 05: Concurrently worked as QC Consultant:
Highlight:
• Developed NICE-COLA®, ZAMZAM-COLA®, SUPER-COLA® and SINALCO® recipes as per standards and specifications.
Key Responsibilities:
• Established, controlled and coordinated with new laboratory & Quality Department. Facilitated improvements in the plant's key performance indicators that impact on product quality, safety and throughput.
• Designed methods to improve productivity of the water treatment unit, simultaneously assuring compliance with approved methods/quality standards.
• Oversaw the whole gamut of canning process, altered the mixing process on the canning line, monitored the cans' seaming process and trained technicians, arranged mixing process on the PET line as well as monitored PET bottles formations.
Key Responsibilities:
• Largely involved in analysis of the factors that impact product quality, safety and throughput. Conducted R&D for the food technology department.
• Worked on a research project to investigate the effect of iodized salt on food.
• Scrutinized QA/QC procedures and routine test methods of the factories involved in production of bread, pickles, luncheon meat, milk products and canned vegetables.
• Conducted research in the laboratories of The Faculty of Agriculture & The Royal Society and oversaw theses prepared by master's and PhD students.
• Drafted statistical analysis reports by using SAS system, along with specifications and standards for more than 10 companies.
Publications:
• Food Agriculture & Environment Volume 2 (2): 151-156. 2004.
• Journal of Ethno pharmacology Volume 108, Issue 2, 24 November 2006, Pages 287-293.
Thesis: Studying the properties of broiler carcasses treated with lactic acid. The study concentrated on the chemical, microbial and sensory (quality) properties. Gained experience in the scientific writing and laboratories work.
Other Trainings and Certifications: • Prepared Non Alcoholic Malt Beverages, Doehler & PureMalt Companies. • Oct '00 - Jan '01: Used the SAS system for statistical analysis. Under training of Prof. Ayed Amr and Dr. Jehad Al-Tabba’a at the University of Jordan. • Oct '00 - May '03: Worked as teacher assistant with many doctors at The University of Jordan (Agriculture Faculty- Food Technology Department). Gained knowledge in the field of teaching and laboratory work.