GM - Customer Service
EDMI Continental DMCC
مجموع سنوات الخبرة :24 years, 0 أشهر
- Establish and maintain customer service function for EDMI's EMEA regional business to manage all after-sales inquiries and project execution.
- Build and lead a team of competent technical staff responsible for taking ownership of customers' issues.
- Develop customer service processes that align with corporate quality and sales objectives.
- Establish and maintain a collaborative ticketing system to keep track of customers’ inquiries.
- Develop a comprehensive triage process and supporting tools that can be operated locally by EDMI's agents close to customer operations to identify issues and diagnose root causes.
- Prepare and execute customer service contracts for EDMI solutions covering hardware, software, services, and infrastructure.
- Manage front-line support issues with EDMI's loc al production facilities in various countries.
- Provide operational support and continuous assessment for EDMI partner factories producing EDMI products.
- Lead team of 40 engineers and technicians to execute $ 40M annual operations
- Managing all aspects related to operations of manufacturing including the full scope of production, engineering & development, planning, maintenance, quality, warehouse & Internal logistics
- Implementation of the global manufacturing strategy and maintaining production operations through lean & flow production line targeting the best quality, cost saving and shortest delivery time
- Ensure the ERP implementation and participate in development and improvements projects
- Ensure the good state of repair, maintenance & calibration of factory equipment
- Ensure achievement of targets & KPIs
- Lead Continuous Improvement Process (CIP)
- Participate in annual budget and CAPEX plans preparation and manage implementation within budget
- Establish a professional team-working environment and ensures that the production department is properly organized and staffed with the right competencies and skills
- Lead planning with business functions: sales, project management, engineering, SCM, and field operation
- Coordinate with SCM and suppliers for supplier quality related topics
- Implementation of localization and development of new suppliers in coordination with SCM & Quality
- Support sales team and respond to customer complaints and technical inquiries
- Plan and coordinate customer visits, pre-qualification activities, inspections, and FATs
- Provide technical support for site installation and aftersales activities
- Implement & maintain HSE and business compliance standards and regulations.
- Overall responsibility for the Quality Management and Operational Excellence along the entire value chain
- Implement and support Continuous Improvement Process & tools, Quality and Lean Management initiatives to improve the overall quality and operational performance
- Maintain ISO9000 certification. Perform and supports Quality Audits together with external and internal auditors
Operations Manager January 2009 - February 2016
Production & Technical support Manger January 2006 - January 2009
Production & Technical support Engineer April 2004 - January 2006
- Manage all factory operations with team of 100 headcount and annual operations capacity of $ 10M
- Manage and coordinate all factory-related affairs including the scope of quality, engineering, manufacturing, warehouse, maintenance, SCM, and logistic
- Develop and implement business actions plan in accordance with corporate strategy and local unit targets
- Lead QA/QC function in line with corporate directions and responsible for the deployment of Manufacturing Excellence program in the unit
- Lead Continues Improvement Processes (CIP) and insure the implementation of improvements
- Responsibility of P&L and other operational KPIs
- Participate in annual budget process and CAPEX plans
- Coordinate with other functions to maintain operations in accordance with budget
- Prepare and maintain company policies and procedures
- Lead cost reduction initiatives in the unit to optimize product pricing competitiveness
- Develop new suppliers for localization project and representing company in purchase negotiations
- Evaluate organization structure, staffing, and competencies development in coordination with HR to ensure effectiveness of operations
- Implement & maintain HSE and business compliance standards and regulations.
Technical Sales & Support:
- Manage sales support activities for MEA region including technical support, factory and product qualification, FAT, and customer visit to overseas sites & third party laboratories
- Participate in the preparation of business plans to translate customer requirements and market opportunities into strategies and processes
- Evaluate and introduce new products in coordination with product management & sales team
- Prepare product presentations and demonstrations for perspective clients
- Assist customers and sales team with technical inquiries, product application, and product presentations
- Prepare technical bids and support sales team to prepare commercial bids and sales documentations
- Represent company in tender opening sessions
- Visiting customers to follow up on various technical and commercial topics
- Supervise and report production and pre-production activities.
- Machines schedule and planning
- Improve labor utilization and machine optimization in production area
- Participate and lead development projects
With Honors degree