After-Sales, Service and Quality Manager

Responsability: 

• • Business turnvover management of 25M€ and functional management of 20 tecnical-sales representatives for all territory through 7 branches. 

  • Integration of aftersales process with produst sales, parts supply, warehouse management and tecnical support and system deployment. 

  • Repair process integration since customer call throu repaired and invoiced unit 

  • Workshop and Field Service planning and production control

  • Machines assemblies, preparation, inspection

  • Warranty  management 

  • Customer claims system and management

  • ISO9001 implementation in all scope, for 3 companies in all 7 branches of national territory 

  • ISO9001 audits, tools calibration, suppliers homologation

  • Data-Warehouse, Bisiness Intelligence and intranet portal system develoment and management 

  • Balance Scorecard and KPIs alignement al all company levels 

  • Cultural transformation and training 

  • Investment and rolling forecast 

Achievements: 

• • Customer contract equipments downtime reduction, increasing customer production and reducing contract penalities.  

  • GPS/GSM system implementation for machines remote control and management   

  • CRM Siebel deployment and increase sales opportunities eficacy according with customer potential  

  • RPI System deployment for service process integration

  • PTOS system deployment for after sales opportunities generation according with potential

  • Implementation of customer satisfaction survey and further action plan process 

  • KPIs and 5s visual management into workshops 

  • Mechanics commissioning implementation based on production and productivity (half of company employees) 

  • ISO Certification in all company groups and full scope 

  • COGNOS business intelligence develoment and dashboards deployment through all company levels

External Relationships:: 

• • Customers

  • Caterpillar 

  • Sub-dealers