Regional Operation Asst Manager
Samsung Gulf Electronics FZE
Total years of experience :24 years, 2 Months
• Developing regional strategies (SOP’s), implementing proper plans to improve service process across region through effective cost and quality control
• Identifying primary areas of business based on market and competitor’s surveys and analysis; implementing strategic marketing and business development measures to optimize brand expansion, sales & customer service
• Forecast business opportunities, assign targets, implementing proper action plans
• Define/ expand existing network coverage across region based on sales figures and geographical areas (Product wise)
• Evaluating new potential partner’s readiness, estimating support required to start up partnership and supporting initial operations (SOP, system, network, tool list ... etc)
• Develop a detailed plan, including the main milestones and deliverables that will be required to deliver the expected targets.
• Conducting regular brand knowledge sessions for dealer’s staff (workshops, trainings ...)
• Delivering exceptional customer service and proactively developing customer relations through soliciting feedback and addressing/ resolving customer complaints.
• Driving supply chain process to superior performance with related managers, to improve supplies delivery to all dealers in different countries
• Regular audit visits across MENA region to vendors, suppliers & partners;
checking operations, addressing any risky areas and proactive solutions
• Enabling clear and understood communications between company and partners
• Warranty cost monthly analysis, policies/ operations improvement if needed
• Monitoring Region’s KPI achievements, setting up improvement plans when required
• Preparing, drafting and finalizing contracts with service partners (old & new)
Key Achievements:
• Establish and Setting up new Audit Dept including all guidelines, duties, Policies and processes (SOP’s) with task execution
• Establishing and setting up new parts warehouses in Iran, Egypt, Pakistan, Jordan & KSA
• Establishing and setting up new subsidiaries in Egypt, Jordan & KSA
• Enhancing regional KPI performance by implementing new incentives and penalty scheme across region
• Achieved 2nd place in global KPI competition by end of 2014
• Review and plan workshop activities to achieve technician optimum performance
• Reporting manpower needs, vendors And necessary tools/ equipments requirements
• Daily workshop operations, vehicles repair process, quality control & billing different channels
• Following up with the technical issues and problems.
• Advising and solving trouble shooting occurs in the diagnose/repair process,
• Submitting warranty claims for jobs done on warranty account.
• Weekly reporting to service manager performance and productivity achieved.
• Responsible for all workshop activities (process, technicians, equipment, tools, supplying oils… etc.)
• Ensures availability of spare parts and materials for all routine maintenance work in the branch. Following up for parts orders and arranging to do the jobs as per scheduled appointments.
• Participates in achieving branch’s monthly and annual revenue, P&L Balance
Key Achievements:
• Improved Technicians productivity from 85% → 97% (Average)
• Achieved No. 1 revenue within the company many times
• Achieved No. 1 in CSI monthly evaluation many times
Sole agent for Toyota & Lexus automobiles in state of Qatar.
1- Handling all customer requirements and complaints related to any department in the Co. (service, sales…. etc). Moreover, trying to solve it in corporation with the related departments, top management, in some cases with TMC.
2- Developing suitable systems in order to not repeating these complaints.
3- Following up with customers.
Sole agent for “Seat, Mercedes, Porsche” automobiles and “Harley-Davidson” motorcycles in Egypt.
1- Customer satisfaction “handling all customer requirements & complaints".
2- Following up with customers trying to fulfill their requirements & complaints.
3- Processing all warranty system “examine defected parts, process warranty claims” for seat & Porsche Brands.
4- Operate of seat red system (communication line).
5- Assist and arrange for the new cars prepared for sales “PDI process “.
Graduation Project: Modern electronic injection & ignition systems in gasoline engines Grade: : Excellent