Technical and engineering chief at VOLVO exclusive agent in Iran
volvo
Total years of experience :22 years, 5 Months
o VOLVO trucks Electric and electronic specialist with VOLVO authorization
number M393065
o Prepare Electric and electronic technical literature
o Create a customer centric culture within the after sale service department
o Establish and maintain a process at all stages that meets the after sale service
requirements of the company
o Establish a customer satisfaction survey process and deliver high level
o Customer satisfaction by fixing any systemic process issues
o Maintain an up to date action plan addressing the issues with after sales service
o Share the customer satisfaction results with the operator and the vendors
o Design and programming electronic part catalog (EPC)
o Establish and manage an effective escalation process to ensure difficult cases
are properly managed
o Ensure proper availability of seed inventory is maintained at all times
o Qualify after sale service vendors that meet company’s service, cost and controls
requirements
o Analyze current procedures and activities to identify and present opportunities for
improvement of the workshop
o Ensure that the department is adequately staffed to achieve objectives, and that
technicians are aware of procedures for using new products and equipment
o Facilitate the orientation of new team members in collaboration with the
Workshop Supervisor by familiarizing them with work surroundings, explaining
work hours, procedures, use of equipment and job expectations and ensure that
new team members understand their respective duties
o Maintain good relationships with customers
o Ensure adequate maintenance of tools, equipment and other materials in the
Service Area
o As the first point of contact for customers, answer general enquiries via telephone
or face-to-face
o Provide the initial fault diagnosis to the customer, and schedule any required
work with the Workshop, using the workshop planning system
o Manage quotation process, including checking customer credit rating
o Maintain open communication between the customer and workshop, to ensure
the Technician has the right
o Information to correctly diagnose problems and that the Customer’s requirements
and expectations are met
o Build and develop customer relationships by providing outstanding customer
service, keeping the customer
o up-to-date with the job progress, explaining the content of the invoice and
conducting vehicle handover
o Work as part of the Service Sales team to ensure:
- The workshop has the appropriate amount of work for optimizing profitability
- The supply of parts and accessories to the workshop and customers
o Seek feedback from customers by conducting regular follow up calls as required
Work as electric and electronic trainer in all Mercedes Benz commercial vehicles
o Work as Trainer for all Mercedes nontechnical curses (Damage code, WIS,
ASRA and EPC
o Work as Trainer of Gas and electronic systems of Scandia CNG engines
o Knowledge of equipment maintenance, repair and troubleshooting methods
o Ability to problem solve, pay close attention to detail and collaborate with others
o Repair intelligent engine management system
o Customer service skills
o Advance electric and electronic diagnosis strategy
) 10
VOLVO exclusive agent in Iran (Rena co, after
sales service of Saipa diesel co) 2013 till now
Achievements
o VOLVO trucks Electric and electronic specialist with VOLVO authorization
number M393065
o Prepare Electric and electronic technical literature
o Create a customer centric culture within the after sale service department
o Establish and maintain a process at all stages that meets the after sale service
requirements of the company
o Establish a customer satisfaction survey process and deliver high level
o Customer satisfaction by fixing any systemic process issues
o Maintain an up to date action plan addressing the issues with after sales service
o Share the customer satisfaction results with the operator and the vendors
o Design and programming electronic part catalog (EPC)
o Establish and manage an effective escalation process to ensure difficult cases
are properly managed
o Ensure proper availability of seed inventory is maintained at all times
o Qualify after sale service vendors that meet company’s service, cost and controls
requirements
Workshop manager and after sales service manager for Yutong Bus Company 2010
till 2013
Achievements
o Analyze current procedures and activities to identify and present opportunities for
improvement of the workshop
o Ensure that the department is adequately staffed to achieve objectives, and that
technicians are aware of procedures for using new products and equipment
o Facilitate the orientation of new team members in collaboration with the
Workshop Supervisor by familiarizing them with work surroundings, explaining
work hours, procedures, use of equipment and job expectations and ensure that
new team members understand their respective duties
o Maintain good relationships with customers
o Ensure adequate maintenance of tools, equipment and other materials in the
Service Area
o Facilitate the training and development of team members in the department, by
providing feedback and coaching to support improvements in their job
performance
o Conduct annual Performance Appraisal for Workshop Personnel
o Bachelor of Technology in automotive Engineering o Associate Degree in Power electric for electrical engine