Central After Sales Support Supervisor (East, West, North Africa & Levant Area)
Mantrac Group
Total years of experience :16 years, 9 Months
- Developing and preparing service and warranty procedures for all sales, service and management personal
- Supervising the maintenance of internal service processing system
- Maintaining cost effective performance of service and quarterly reviewing service profitability
- Supervising technical and aftersales support office operation including warranty processing, credit note direction and technical support for Perkins engines and all Perkins powered prime products
- Monitoring warranty costs to meet the allocated budget for each territory
- Monitoring service performance, labour hour allocation and proper process flow throughout all territories in the group
- Advising service and sales personal on any technical issues that may arise.
- Coordinating between supply chain, parts operations, sales and service departments across territories to maintain spare parts availability for planned, unplanned maintenance and customer support agreements
- Preparing yearly business plan in coordination with various department heads.
- Reviewing dealer score card with management and advising on action plans.
- Assessing training requirements for all service, sales, support personal throughout all territories.
- Scheduled and prepared yearly certified training plan
- Training personal throughout all territories in the group on internal company systems, Perkins specific systems, and Perkins technical training.
- Travelling to territories to assist with resolution of difficult technical matters.
- Integrated Parts, Service and Warranty operations in company’s ERP system.
- Handled over 700 technical inquiries related to Perkins Engines, Perkins Powered Generators, and related systems in a 2 year period
- Planning Perkins Engines Stock Orders for all territories.
- Executed the Pricing analysis, competition assessment, and technical evaluation for quotations, and tender documents - handled over 1000 documents in 2 years.
- Prepared and processed warranty claims for Perkins engines and directed related credit notes to finance department - Filed over 600 warranty claims generating over 500, 000.00 GBP of warranty revenue over 4 years
- Monitoring warranty performance in territories and filing related reports to warranty supervisor.
- Advising service personal on urgent technical issues
- Posting service work orders on company’s ERP system
- Prepared the profitability reports for after sales support department including parts and service work orders
- Audited and finalized technical and financial offers for Perkins engines and Generating sets
- Ordering and logistics of Perkins engines - processed and shipped over 200 Perkins engines orders for East, West, & North Africa over a 2 year period generating over 1, 200, 000.00 GBP of prime product revenue.
- Processing warranty claims for Perkins engines
- Prepared recommended parts stock based on stock review and recurrent warranty failures.
- Reviewed parts and service job costing
- Reviewing technical and financial offers for Kenworth heavy commercial trucks, Renault Kerax heavy commercial trucks, Sykes pumps, Godwin pumps, and Perkins engines
- Leading on-site service visits and workshop overhauls on Perkins engines - accumulated over 5000 service hours in 2 years
- Preparing Service and Warranty analysis reports
- Preparing technical and financial offers for Kenworth heavy commercial trucks, Renault Kerax heavy commercial trucks, Sykes pumps, Godwin pumps, and Perkins engines
- Performing on-site service visits and workshop overhauls on Perkins engines - accumulated over 2000 service hours in 1 year
- Reviewing parts stock against population in each territory
Graduated with honors. Trained 2 months from July to September 2005 in the the light weight structures and materials division of the University of Federal Armed Forces in Munich Germany, participating in their research programs.