Customer Relationship Manager
Nissan Middle East FZE
Total des années d'expérience :29 years, 5 Mois
- Establish & manage Regional Customer Communication Center.
- Establish RCCC KPI & coordinate with authorized dealers to achieve targets.
- Customer voice analysis & develop needed action plans with related departments internally & at authorized dealers.
- Develop initial & perceived quality survey, analysis & action plans.
- Dealers support.
- Customer service executives’ evaluation & competencies enhancement.
-Product quality improvement.
•Plans for compiling market & product information for development.
•Minimize C~C time (Customer complaint to Countermeasure development).
•Initial quality enhancement (3 & 12 MIS “month in service” monitoring & action)
-Warranty cost control
•Monthly warranty analysis.
•Correction action plans.
•Appropriate field repair development.
•Warranty administration improvement.
•Warranty approvals.
•Periodic warranty audit.
-Customer satisfaction enhancement.
•Regional customer call center management.
•Dealers support.
•Customer complaints & consumer protection authority concerns handling.
-In charge of super car (GT-R).
-Vehicle evaluation & test before SOP (start of production).
-Vehicle review & PSQC (Pre-Start of sales quality clinic).
-Conducting early quality audit.
-Conducting task force projects & meetings for new models after SOS.
-Service campaigns announcement & support (Technical, materials & parts).
-Dealers’ technical support.
-Market information study.
-Investigation support to assembly plants.
-Establish needed countermeasure & field fix for product & customer concern.
-Fleet Customers support & training.
-Field & warranty problems and customer claims study and analysis.
-Identifying problems and claims root cause and customer needs.
-Arranging T.F.T. for problems and claims corrective and preventive actions.
-Preparing corrective and preventive action plan with DME assembly line or local & CKD suppliers.
-Follow up results after required action application through DME assembly line & field.
-Establish field, warranty and market data bank system.
-Handling abnormal problems and customer claims in fields.
-Preparing manufacturing inspection plan for all assembly line shops (Body, paint &T/C Final).
-Design the manufacturing inspection process and procedures.
-Preparing inspection sheet and other quality documents and formats.
-Training quality inspectors & leaders on inspection process, procedures, standards, specification & data collecting.
-Identifying the control subjects, DR items & critical items for inspections.
-Statistical analysis of quality data & assembly line problems for evaluating quality level and preparing improving plans.
-Pilot production and start of production testing and evaluating for the quality level and inspection process implementation.
-Manage quality inspection process implementation and testing and measurements to be within standard and taking action for the difference.
-Arranging C.A.T. for production, quality & assembly line problems.
-Establish the quality data bank system
-Manage R&D center for the following activities:
•Field & production problems study & analysis.
•Testing, evaluating and approval for new developed parts and models.
-Review consultant design with contractors quotations.
-Negotiations and contracting with contractors.
-Follow up the construction and installation progress for the following:
•Fire fighting & fire alarm system.
•LPG tanks and pipe line for paint shop ovens.
•Air handling units and duct line for paint shop ventilation
•Garage area equipment and building (R&D Center).
•Manufacturing inspection equipment and tools for testing in assembly line.
-Trouble shooting & diagnosis of automotive problem.
-Supervision of automotive repair & service in all section (mechanical, electrical, body & paint repair).
-Handling warranty cases.
-Testing & final acceptance after repair.
-Training technicians on repair & service procedures for new models, equipment & updated modifications.
-Spare parts store follow up & ordering.
-Customer service & care.
Total Quality Management Diploma from AUC
Graduation Project was in Internal Combustion Engines, GPA was Very Good.