Technical Director
Alfa Electronics
Total years of experience :22 years, 8 Months
1. Manage (Production, Operation& Installation, Customer Service, Maintenance, Q.C & Call Center) to meet budgeted financial performance.
2. Yearly Revenue about 150.000.000 EGP/Year with Net Operation profit about 25.000.000 EGP/Year after all C.O.G.S, HR cost, all expenses and depreciation 3. Optimize Technical Sector utilization by developing machinery, workspace, workflow, safety and quality measures.
4. Develop and implement policies.
5. Deliver high quality service in time to gain customer satisfaction through supporting the teams and other related activities including sales.
6. Plan After Sales activities.
7. Build up adequate technical teams.
8. Improve quality, capabilities and efficiency of work performance.
9. Systemize processes & procedures.
10. Generate performance indicators.
11. Assess risks and develop plans to prevent problems and develop alternate solutions when needed.
12-Present as one of the company board member.
Manage over 25 After Sales branches and 10 Retail Branches.
Manage After Sales and Retail Departments for Mobile, Tablet, accessories, TV, CE Samsung with separated P&L (25 Branches 170 Person) .
-Responsible for planning, Manage, Apply and achieve company yearly target include budget set, All Revenues, Direct and indirect cost, manpower, rent, and depreciation…. Itc
-Manage Customer Service, Maintenance, Q.C, Retail, Logistic, and Purchasing and call center sections according to Samsung & Lenovo/ Moto international standers (KPI's).
-Set expansion plan with Vendor yearly for new branches and new business include all costs and revenues till archive our win-win target.
After Sales Service Manager (Samsung, Lenovo and Motorola) at Sky Distribution (01-2017 present):
1-Manage Customer Service, Maintenance, Q.C, Retail and call center departments according to Lenovo& Hi Sense international standers (KPI's).
2-Responsible for plan, apply and achieve company target include budget, revenue, cost, manpower, rent, depreciation….. .
3- Manage all financial issues related to after sales and retail department for Mobile, headset and all accessories.
4-Manage all logistic issues between branches and between collection points and company branches.
5- Focus on customer satisfaction and manage surveys to get the feedback
From customers and make plan to achieve max customer satisfaction.
6- Planning and developing staff recruitment.
7-reviewing the performance of staff, identifying training needs and planning training sessions;
8-setting and meeting performance targets for speed, efficiency, and quality.
9-forecasting and analyzing data on daily, weekly and/or monthly basis.
• Perform all people management responsibilities to lead and motivate the sales force to ensure high morale and attainment of operational objectives.
• Acquire and develop knowledge of competitors' strategies and equipments to protect and maintain the company accounts.
• Develop the department strategic plan, forecast and initiate new ideas and actions for business growth to maximize the revenue.
• Set all sales plans (yearly, quarterly and monthly).
• Manage, control, monitor and assess the sales staff personal performance as per the "Sales System" requirements and results.
• Plan and execute the introduction of new products/services, and actively contribute to the innovation and product development plans.
• Responsible about achieving the department KPI.
• Achieve sales revenue targets and regularly monitor actual achievements versus the plan. Act to stimulate demand based upon current and future requirements of customers and prospects.
• Should be personally in charge of the key accounts.
• Ensure collections/accounts receivables are promptly performed and regularly report delayed payments and/or out-of-line situations and develop corrective solutions.
• Develop the annual sales department budget, track, monitor and ensure that all cost and expenses are contained in the approved budget.
1-Manage customer care and maintenance department according to Samsung international standers (KPI's).
2- Apply customer service plaza concept in all branches (retail shop, customer service and maintenance).
3-Responsible for plan, apply and achieve company target include budget, revenue, cost, manpower, rent, depreciation….. .
4- Manage all financial issues related to after sales and retail department for Mobile, headset and all accessories .
5-Manage all logistic issues between branches and between collection points and company branches.
6- Focus on customer satisfaction and manage surveys to get the feedback
From customers and make plan to achieve max customer satisfaction.
7-Manage call center team.
8- Planning and developing staff recruitment.
9-reviewing the performance of staff, identifying training needs and planning training sessions;
9-setting and meeting performance targets for speed, efficiency, and quality.
10-forecasting and analyzing data on daily, weekly and/or monthly basis.
1-Mange All Technical Issues with Nokia like:
1.1- Repair procedure
1.2- Q.C procedures
1.3- Logistic procedures
1.4- Spares parts and swaps availability
1.5- Training and technical support
1.6- Reporting procedure
1.7- Environmental procedures
1.8- Recycling for damage phones and spares
2-Nokia Care Branches Management
2.1- Apply Nokia CARE concept.
2.2- Customer service procedures.
2.3-Call center procedures.
Good