After Sales Manager
Volvo Group
Total des années d'expérience :7 years, 11 Mois
-Develop and manage the performance of the Service team in delivering an exceptional customer service experience while implementing plans to optimize the full profit potential of the department.
- Provide guidance, training and appraisals to each of the Service team to encourage a forward-thinking attitude.
- Maximize customer satisfaction by treating them as an individual and delivering an exceptional service experience;
- Monitor department performance against budget, identify any shortfall and implement plans to improve the performance;
- Ensure Brand standards are maintained at all times including all processes and paperwork for warranty claims;
- Handle customer complaints to ensure a fair and equitable resolution for all parties ensuring root cause is identified and solutions implemented to minimize chance of recurrence;
- Ensure adequate maintenance of tools, equipment’s and other materials in the Aftersales Division;
- Establish safety and security procedures. Ensures that all health and safety legislation and internal procedures are followed
- Maintain an up-to-date computer data entry for all vehicles, as well as ensure good maintain of log book history by the customer;
- Analyze local market statistics to identify opportunities within the territory;
- Establish staff levels required to deliver both Customer Satisfaction Index (CSI) and budget objectives;
- Organize departmental forecasts and reports in a clear and timely manner
-Maintain all heavy equipment, GROVE Cranes, CAT machines, KOMATSU, CUMMINS generators, IR and DOOSAN air compressors, Mercedes and MAN Trucks.
- Utilize problem-solving & trouble-shooting skills to install & maintain all construction machines & Gensets.
-Conduct all PM services as per OMM
-Field service technician supervision, ET testing and troubleshooting( CAT Excavators, loaders, motor graders, compactors and dozers.)
-Use technical knowledge and judgment to technically manage products to meet equipment requirements.
- Provide on-site technical assistance to help troubleshoot and repair equipment.
-Supervises Service Technicians and Service Team Leaders; coordinates and schedules Technician work schedules.
-Provides coaching and feedback to individual Service Technicians
Service Consultant for caterpillar heavy equipment machines and generators .
Maintenance and repair of CAT machines, CAT diesel gensets, olympian gensets and forklifts .
-Commissioning of generators
-Field service technician supervision, ET testing and troubleshooting( CAT Excavators, loaders, motor graders, compactors and dozers.)
-Machines TA1 inspection, follow up maintenance issues with customers, customer service agreements, CTS,
SIS, OLYMPIAN COMPASS, AS400
-Provide world class Service to customers for the installation, commissioning, warranty, maintenance, and repairs at customer site.
-Generated new businesses and increased revenue on repairs and spare parts through efficient scheduling of manpower.
-Generated new businesses and increased revenue on repairs and spare parts through smart scheduling of manpower.
-Conduct all field service activities in accordance with company policy guidelines and field service terms & conditions.
operation and test engineer of A 320 family and A 310
Removal/ installation, E.O's, troubleshooting A320, A310, A330.
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