After-Sales, Service and Quality Manager

Responsabilidad:

• • 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

Logros:

• • 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

Relaciones Externas:

• • Customers

  • Caterpillar

  • Sub-dealers