Service Manager
Liebherr Middle East FZE
Total years of experience :9 years, 5 Months
Managing four regional offices over 20 countries, $4m revenue. Career Highlights:
- Raised service standards from 40% to above 90% of the benchmarks (training, reports, KPIs,
new business model and operations etc.), realizing improved surveyed customer feedback.
- Modernized and streamlined systems and processes in the service department, resulting in
efficiency increase by more than 250% and improved warranty and claim management.
- Established a local training HUB and expanded technical abilities to increase overall
competencies and success results on field - error reduction rates from 9% to 2%.
- Achieved higher sales of spare parts through high quality service delivery and repeat
business/customers strategy - average increase of 20% prior COVID-19 on B2B level
- Implemented new policies and strategies for harmonized compliance in four regional offices,
increasing the report quality and allowing for targeted growth strategies up to 50+ projects â
range of projects involved liaisons with customers, technical departments and c-level.
2020 promoted to Regional Service Manager: due to successfully leading UAE team
2019 promoted to Service in Charge UAE: due to high customer feedback satisfaction ratings
2018 promoted to Administration for Service and Spare Parts: due to successful
implementation of digital efficiency solutions and process/product improvements
'LL DO:
Manage Stakeholders including key customers.
Germany: scored 1.4 (from 1 as best to 6 as worst). Strategic Thinking and Planning course: Spearhead Training.
Germany: scored 1.4 (from 1 as best to 6 as worst). Strategic Thinking and Planning course: Spearhead Training.