Service Manager
SAMSUNG KUWAIT - Andalus Trading Company
مجموع سنوات الخبرة :15 years, 3 أشهر
service manager at Samsung exclusive distreburoe in Kuwait for Home Appliance’s ( WM, DW, REF, FRZ, AC, TV …etc)
Manager at AlBahar Electronics (Kuwait)
Rule & Responsibility:
o Call Center management
o Technician management
o Sustaining and enhance Service P&L operation
o SVC Marketing
o IT System enhancement: Task management to improve system
o Spare Part WH: KPI (Fill Rate, Turn Over, Accurate Part Forecast)
o Product Quality Control: Technical Training, Trouble shooting … etc
o Yearly target setup
Service Manager at Canon distributor in Jordan (UEC)
o Manage Canon Brand (Printing &Camera Solution)SVC Operation
o Improve SVC overall management including CIC & PL operation
o Site inspection and product sale support
o Preventive and corrective maintenance scheduling and solution to customer
o Create and sale SVC AMC
Practical Work Experience:
2008~2018 LG Electronics Levant Regional Sub (Jordan, Syria, Iraq & Lebanon)
-2011~2018 Service Planning Manager & Senior Part Leader
.Managing customer service division units includes call center agents, technical support engineers and service center technician/ staff
.Plan and execute department yearly target, in addition to assign team members R&R and target KPI
.Manage service department financial status in order to maintain profitable operation focusing on increase profit via enhance team members productivity
.Audit service department physical work process to be aligned with legal regulations
.Level up customer service members communication and technical skills via continues training session and role play MOT
.Plan marketing activates to enhance customer awareness about after sale service and communicate differentiated services
.Setup call center and service center operational process for improving working efficiency and capability to meet customer satisfaction demands
.Support solution to satisfy complained customer until offer proper solution
.Run monthly surveys for evaluate customer satisfaction from after sale service (call center & service center) called NPS (Net promoter score)
.Regular KPI results and key challenges report to SVC Director, Levant MD & MEA RHQ MD on weekly, monthly, quarterly, half a year and yearly base,
-2009~2011 Service Center .Administrator & technical Support
.Specialist in setup service center work place for electronic product
.Offer technical and MOT training session to technician
.Manage part inventory includes consumption accuracy and forecast
.Manage team members productivity and service cost
-2008~2009 Technical Support for .Mobile and Laptop product
.Offer technical and MOT training session to technician
.Product quality management and regular repair data analyses
-May.2008~Aug.2008 Panasonic .Operator technical team (setup cable infra)
-Sep.2007~May.2008 Computer teacher for government school
B.Sc Computer Science