Tomasz Wilczok

- Hiring and supervising all service department personnel, as well as monitoring their performance in servicing customers
- Creating goals and objectives for the department, which includes an annual operating budget and a marketing plan to promote new and repeat business
- Providing training on administrative policies and procedures for all department personnel. Ensuring technicians maintain their skills up-to-date through periodic technical training on new systems and components offered by the automotive manufacturers
- Keeping up-to-date on manufacturer warranty and policy procedures while serving as a liaison with the factory representatives (Yamaha Motors, Suzuki Motors, MG-Morris Garage, Sinotruck, Daewoo)
- Maintaining the highest Customer Service Index (CSI) rating from customers by handling customer complaints immediately and according to dealership policy
- Communicate and coordinate with the principles on service and warranty related issues
- Communicate and coordinate with sales and spare parts divisions on all related issues
- Promote sales, profitability and quality service culture throughout the Service network
- Maintain excellent relationships with existing corporate and fleet clients and seek new ones
- Reduce cost and improves efficiency

SAF-HOLLAND is a leading global commercial vehicle supplier and the largest independent listed manufacturer of chassis-related systems and components

Aftersales:
- OEM products and after sales activities within Middle East, Nord Africa and Iran in order to
achieve targets in Customer Service and Parts Distribution
•Developing SAF-Holland Authorized Service Stations in Iran and Saudi Arabia according the
dealership strategy of the Aftermarket General Management in Germany
•Regular visits to the dealer network customers, body builders, end-users and decision-
makers in order to maintain business relationship, presales technical consultations, research
opportunities, parts marketing and market information
•Based on visit reports by the key customers and end-users forecast the market trends,
market transparency, set-up improvement measures and business potentials
•Setting and negotiating Service Contracts (SLA) within the dealer network partners and workshops
•Implement SAF-Holland technical and warranty training programs according guidelines from
Service HQ with focus on the dealership network, end-users and markets
•Presentations of SAF-Holland products portfolio and participation in automotive exhibitions
•Regular participations and executing presentations of SAF-Holland Middle East on Global Service
Summit Meetings organized by SAF-Holland Headquarter in different countries.
•Warranty inspections in the region and warranty recall service campaigns
•Warranty claims investigations and technical reports within the MENA region
•Markets and end-users analysis affected by the warranty recall campaign and implementing post
campaign and goodwill actions
•Ensuring warranty new parts delivery to the customers and coordination defected parts return
•Preparing annual budget and regular service business development plan

Engineering:
- Service and technical support within Middle East, Nord Africa, Iran and India markets
- Vehicle manufacturers and after sales technical expertise support - application engineering
- Coordinating applications and components trials and tests by the potential end-users
- Permanent contact with the SAF-Holland Headquarter in Germany regarding service issues,
application engineering, technical training, documentation, new products and technology.
- Coordination of product design and sales considering regional needs

Solaris Bus & Coach S.A. is a leading European manufacturer of innovative public transportation vehicles, such as buses, trolleybuses and urban rail vehicles and a leader in e-mobility offering a wide range of battery buses.

Project Management:
- Forming, organizing and coordinating the development of Buses Service Department for Road Transport Authority (RTA) in Dubai together with the dealer’s Aftersales General Management
•Implementing ERP Asset Management System in the workshop and warehouse
•Conduct and complete implementation of new projects, product evaluation and other technical
activities in cooperation with the RTA and production plant R&D Department
•Launching Components Regeneration Center in order to maximize service profitability

Operational Management:
- Managing group of 110 technical workforce in 24/7 cycle, maintaining continuous Service Level according Service Contract
•Ensure and permanent monitoring that all repairs are in accordance with manufacturer guidelines
•Streamline work flow in the entire Service Department analyzing operational reports, productivity
and initiate actions for improving profitability results
•Providing scheduled and unscheduled maintenance of the vehicles using Service Recording
Systems while complying with the RTA's restrictive public transport regulations
•Released the service standards and job descriptions for all employees and guidelines
for work processes and procedures
•Improvement of smooth co-ordination and technical support between internal and external
customers e.g.(Logistic, Spare Parts Procurement, R&D Department, RTA, OEM suppliers)

Engineering:
- Equipped the workshop with new appliances, devices and special equipment
•Supervision and maintaining technical and diagnostic tools with software updates and backups
•Diagnose and resolve hi-tech advanced and difficult repairs on vehicles
•Implementation of improved components, spare parts and new adaptations
•Preparation and presenting of technical reports for the assessments of warranty claims
in cooperation with R&D, Quality Department and Suppliers
•Presentation and implementation of technical information about the improvement in the products
from Headquarters to the local network
•Action plans to optimize goods consumption and needs analysis
•Maintenance and upkeep of the company asset, tools and equipment to maximize utilization
and minimize downtime
•Analyzing service performance, monitor efficiency and labor productivity

HR &Training:
- Setting regular personnel requirement plan and training needs of all technicians and RTA drivers
•Developed a strong performing team capable of achieving changing customer expectation levels
•Planning salary structure of the service department based on evaluation results and performance
•Train technical staff in methodical diagnosis to ensure proper and cost effective repair
•Develop training activities within dealer network considering the needs

Customer Service:
- Managing customer complains tactfully
- Consider of warranty claims in-line with company guidelines
•Steering after sales processes related to the set Service Contract and KPI
•Regular improvement of comprehensive service package with the customer based on mutual
experiences and requirements
•Implementation of service recalls and safety campaigns
•Ensure that HSE and Fire Hazard procedures are respected and adhered

Finances:
- Preparing annual budgets and reports concerning operational cost
•Negotiate and establish mechanical repair, accident cost, parts pricing with commercial suppliers
•Cost evaluation of the remanufactured components and parts

The Volkswagen Group with its headquarters in Wolfsburg, Germany is one of the world’s leading manufacturers of automobiles and commercial vehicles and the largest carmaker in Europe.

•Supervision of the commercial vehicle mass production process
•Preparing and executing daily presentations of production reports in front of factory Top Management
•Setting and managing organizational meetings
•Supervision of workforce over 400 productives
•Ability to coordinate large scale production work force
•Supervision of technical modification on the product within the production process
•Regular cooperation with VW Group Headquarter in Germany
•Managing prototype production and accomplishment for different IAA exhibitions
•Coordinating contacts with R&D and Engineering Department in HQ Germany
•Continuously monitoring compliance of Volkswagen Group standards, health and safety procedures

MAN Truck & Bus, with headquarters in Munich, is one of the leading international suppliers of commercial vehicles and transport solutions in Europe, with production plants in three European countries as well as in Russia, South Africa, India and Turkey

•Forming, organizing and coordination over transfer of buses and special heavy truck assembly line from Germany to Poland
•Implementing and launching of production assembly line in accordance with technical specifications
of MAN General Producer in Germany and MAN Special Vehicle in Austria
•Recruitment and training new employees
•Supervision of workforce over 100 productives
•Supervision over buses and truck chassis and cabins production process in accordance with MAN Group
guidelines and quality standards considering regional requirements
•Vehicle Post Delivery Inspections by final producer and distributors.
•Permanent cooperation with the production plants within MAN Group in Germany and Austria
•Coordination and regular product development meetings with R&D Department in Germany
•Calculation of costs and budgets preparation