National After Sales Manager
SENIRAN AUTO
Total years of experience :23 years, 11 Months
• Build, lead, motivate and develop a highly successful team that achieve after sales objectives
• Formulate department budget, conduct operative planning, develop and use various reporting tools to facilitate the department planning and controlling
• Plan, develop and monitor dealer service and parts network. Oversee dealer standards assessments of all dealer and panel shops and update of service/parts standard as necessary, review once a year
• Administer and manage all aspect of customer and dealer complaints related to company cars. Deal with any customer complaints pertaining to product reliability, assist dealer and customer alike to find resolutions to these complaints
• Oversee SENIRAN vehicles compliance to SENEGAL standards; distribution of technical information, local rules update, amendment and government legislations in relation to our products. New and used SENIRAN cars homologations and compliance
• Liaise with SENEGAL government authorities IKCO head office and sales teams regarding compliance of new vehicle technology
• Customer Satisfaction Index (CSI), Fixed First Visit (FFV), Service Follow up (SFU) implementation, reporting, distribution and handling account with report provider. Review OES/Aftermarket parts reports and dealer personnel with correct measures to achieve company targets
• Handle key supplier relationship and organize national parts and services campaign/promotions for all dealers
• Developing and maintaining a competitive pricing and discounting model for company
• To implement attractive service contract schemes that are competitive and attractive to our customer’s in the private, corporate, fleet and government sector
• Development of the after sales network to supply all customer operating SENIRAN products and implement and maintain dealer contracts, operating standards and strictures
• Participate in sales forecasts, market research, statistical analysis and feasibility studies
• Direct, develop and control resources with the object to achieve a high level of customer satisfaction
• Undertake appropriate parts/ services sales promotional programs and campaigns
• Receiving and making after sales calls for guarantee/ warranty call-outs for sold products
• De- briefing of the after sales engineers following the call out, filing completed records or rearranging incomplete items ensuring that all after sales calls are recorded onto the company software for complete customer records.
• Dealing with information (satisfactions sheets) returned by fitting teams, making arrangements for follow up visits as required, filling and logging the status onto the company software
• Ensuring that any outstanding work recorded on the satisfaction sheets is complete within as short as period as possible
• Communicating courteously with customer by telephone, e-mail, letter, SMS, and face to face
• Developing customer service procedures, policies and standards
• Ensure proper availability of seed inventory is maintained at all time
• Manage effectively and timely all transportation from drop points to the service hub and vice-versa
• Ensure all people in the after sales service are well trained and qualified to perform their duties
• Maintain receiving, warehousing, and distribution operations by initiating, coordinating and enforcing program, operational and personal policies and procedures
• Safeguard warehouses operations and contents by establishing and monitoring security procedures and protocols (ISO 14000 and OHSAS 18000) and complying with legal regulations
• Changing the energy source for one of our product by enforcing of the LPG project ( converting to bi-fuel car) and LPG station installation
• Undertake to manage a wholly-owned subsidiary for planning and monitoring the fleet management 100 passenger cars through the Global Positioning System (GPS)
• Investigate, analyze, develop, and implement of new and alternative manufacturing processes and procedures using lean techniques, Kaizen practices and TOC.
• Derive and promote performance improvement through manufacturing excellence, continues improvement, and efficiency.
• Plan, create, and implement programs which create competitive advantages in manufacturing
• Insure manufacturing capability meet or exceed requirement cost, quality, delivery, safety, and responsiveness
• Oversee the use of goals, performance;measurement and clear and effective metrics and targets for all operation
• Ensure manufacturing capabilities meet or exceed requirement for costs, quality, delivery, safety and responsiveness
• Assist with developing a competitive manufacturing strategy that ensure the company manufactures a quality product, on time to the customers
• Partner with employees to assess current processes and identify process improvement opportunities by: Lean, 5S, Kaizans, TPM
• Retain and build a high performing team, as well as define staffing plans for employees and seasonal labour
• Effectively lead, inspire and motivate teams
• Manage and develop direct and indirect labour associated with manufacturing, quality and Manufacturing Engineering
• Recommend and assist with employee development programs and ensure performance objectives are outlined and completed in a timely manner
• Participate in the recruitment process including training, developing and evaluating employees
• Work with Human Resources for coaching, counseling and corrective actions
• Ensure all safety policies and procedures are implemented and followed
• Ensure housekeeping in manufacturing facility is best in the class
• Recommend and implement facility layout for LEAN production flow
• Support supply base in assessing suppler capability and manage inventory levels of optimum results
• Establish, implement, and monitor KPIs for safety, service level, quality cost, and productivity
• Work with leadership of other departments to ensure optimal results
• Work closely with leadership to proactively plan long-term operations strategies
• Demonstrated ability to Implement effective processes and apply problem solving tools
• Comfortable in cross-functional environments ability to build collaborative relationships
• Hand-on, self-starter with ability to complete projects and resolve problems in a timely manner with the quality required
• Effective at presenting information and responding to questions from groups of managers, clients, customers and general public
• Ability to write reports and business correspondence
• Strong organization skills with ability to ability to multitask and oversee multiple projects
• Industry experience in a variety of manufacturing and assembly processes
• Strong analytical skills with ability to interpret an extensive variety of technical instructions
• Ability to read, analyze, and interpret general business periodicals and governments regulations
• Knowledge and understanding of budgets and financial principles to assist in optimizing financial results
• Demonstrated track record in operations management, manufacturing production, and strategic implementation
A) DESIGN & MANUFACTURING ENGINEER
• Evaluate manufacturing processes by designing and conducting research program, applying knowledge of product design, fabrication, assembly, tooling, and materials, conferring with equipment vendors, soliciting observations from operators.
• Develop manufacturing processes by studying product requirements; researching, designing, modifying, and testing the manufacturing methods and equipment.
• Improve manufacturing efficiency by analyzing and planning work flow, space requirement and equipment lay out.
• Assure product and process quality by designing testing methods, testing finished-product and process capability, establishing standards, confirming manufacturing processes.
• Maintain product and company reputation by complying with government regulations.
• Keep operational equipments by coordinating maintenance and repair services (PM), following manufacturing instructions, and established procedures, requesting special services.
• Complete design (CATIA, SOLID WORK, CUTTING EDGE, MECHANICAL, and AUTOCA) and development projects by training and guiding technicians.
• Maintain professional and technical knowledge by attending educational workshop, reviewing professional publications, establishing personnel networks, participating in professional societies.
B) MAINTENACE ENGINEER
• Making scheduling checks on machinery and parts, finding and fixing the faults and recalibrating instruments, oiling and cleaning machinery and parts, overhauling and replacing parts according to schedule, responding immediately machinery breakdown.
• Supervise the daily, weekly, and monthly preventative maintenance(PM) inspections
• Perform and instruct personnel in equipment start-up procedure and machine operation
• Purchase service of components used in the repair or preventative maintenance or equipments and facilities
• Analyze equipment failures, determined causes, and take necessary adjustments or repairs
• Seek new technologies and automation opportunities in lowering the overall cost of manufacturing
• Work with other professionals in order to improve production facilities, reduce the incidence of costly breakdowns and develop strategies to improve overall reliability and safety of plant, personnel and production processes.
C) CNC ENGINEER & MACHINIST
• Plan machining by studying work orders, blueprints, engineering plans, materials, specifications, orthographic drawing, reference plans, locations surfacing, and machining parameters, interpreting geometric dimensions and tolerances (GD&T).
• Plan stock inventory by checking stock to determined amounts available, anticipated needed stock, placing and expediting order for stock, verifying receipt of stock.
• Program mills and latches by entering instructions, including zero and reference points, setting tools registered, offsets, compensation, conditional switches, calculating requirements, including basic math, geometry and trigonometry, proving part programs.
• Set-up mills and lathes by installing and adjusting three and four jaw chucks, tools, attachment, collets, bushings, cams, gears, stops and stock pushers, indicating vices, tramming heads.
• Maintain specifications by observing drilling, grooving and cutting, including turning, facing, knurling, and thread chasing operations, taking measurements, detecting malfunctions, troubleshooting processes, adjusting and reprogramming controls, sharpening and replacing warm tools, adhering to quality assurance procedures and processes.
• Maintain equipment by completing preventive maintenance requirements, following manufacturer’s instructions, troubleshooting malfunctions and calling for repairs