After sales Service customer complaints general Manager
Elaraby co. for trading and industries.
مجموع سنوات الخبرة :16 years, 6 أشهر
after sales service customer complaints general manager in El-Araby co.
handling sales and after sales customers complaints
lead customer loyalty and retention team in order to satisfy the end user.
follow up the solutions that Mets customer expectations.
Organize outdoor service department into areas each area has its own HR
Resources (area manager - supervisor - service engineers - data entry
Agent - facilitator) and its own objectives.
* Distribute MIF along the work force in points format in order to assess
The equity between service engineers.
* Establish a dynamic key performance indicators that usually change from
Month to another according to weakness areas.
* KPIs are designed to be monitored from service engineer himself in daily
Basis, those motivate him to achieve the department goals.
* Visiting and communicates with outdoor customer especially major
Accounts in order to stand on development opportunities.
* Meet team members in daily basis in order to motivate, encourage, listen,
Advice and Improve team spirit.
* Follow up customer complain and put suitable process that required to
Reduce it.
* Participate in annual service plan for Hi- tech and solution department,
This divided into hiring, training, and material resources.
* Review a sample of material issue request in order to make sure that
Replaced spare parts are reached the end of its life time.
* Coordinate between vendors and service department.
* Monitoring the performance and comparing the actual to standard.
* Apply continuous development projects in order to enhance customer
Satisfaction.
Facilitate technical team daily work.
* Making task grouping, assign who report to whom.
* Follow up the customers enquires to be sure that it done in prober time
And in proper methods.
* Participate in on- site technical support.
* Assigning team objective.
* Spare parts stock planning and ordering for analog machines and
Contacting vendor for spare parts new Inquiries.
* Participate in field service engineers training activities.
* Establish bonus system based on engineers productivity.
* Performed Quality Audits at the customer site.
Perform maintenance and service tasks for customers in assigned
Territory.
* Prepare and submit work orders, expense reports and timesheets to
The respective departments.
* Collaborate closely with technical team to resolve technical issues.
* Manage all on-site installation, repair, maintenance works within
The assigned territory and conduct client demonstration when
Required.
* Provide technical support to junior staff in case of complex issues.
* Build positive relationships with customers by providing outstanding
And Excellent services.
Founded in 1947, The Olayan Group is a private, multinational enterprise
with diverse commercial and industrial operations in the Middle East
And an actively managed portfolio of international investments.
In order to begin this new business we establish five committees,
each committee consist of four technician and committee leader as per
Following :
* Technicians evaluation committee
* materials resource committee
* LCD faults collection committee
* KPIs committee
* Working areas organizing committee.
* All above committees finalize their objectives within the specified time
Frame with outstanding success helps to motivate them to apply the
Results on day to day work and improve team spirit and self-confidence.
* Organize LCD service department into two sectors each sector has team
Leader and supervisors according to geographic area and LCD & TV load.
* Redistributing the work according to points not only no. of down calls.
* Follow up the daily calls, its distribution along the team members and
Follow up Customer complains.
* Contacting the customer to stand on level of introduced service quality.
* Visiting some of customers those have critical issues.
* Meet with technician on daily basis in order to review the daily completed
Calls then compare it with the standard in order to close this gap.
* Coordinating with other department such as administration affairs, HR
Department and financial dept. to solve the daily problems.
* Participate development department to establish the yearly hiring,
Material and training plan.
* Evaluate the work force performance in monthly basis.
BSC in electronics and telecommunication engineering >