Experience

PALFINGER Iberica

• Spain
• Industrial Machinery Manufacturing
• 1 - 100 Employee

• Palfinger Madrid Service Center Coordinator

  • Aug 2022 - Present



HSM Técnica de Oficina y Medioambiente España, SL.

• Spain
• Machinery Manufacturing
• 1 - 100 Employee

• Gerente de operaciones / Operations Manager

  • Mar 2020 - Jul 2022

  Responsible of all the operational management of the spanish branch of HSM for all the product lines: Environmental Technology (cardboard and plastic balling presses and channel presses) and Office Technology (document shredders). Responsibilities: - To implement and hold the corporative principles and to keep the good name and high service level of HSM Spain. - Strategic planning to adapt the company capacity to the market evolution. - Manager and Supervisor of the Aftersales and Order Management Departments: 7 field technicians, 14 service subcontractors, 2 backoffice engineers, 3 aftersales administrative support, 2 Order Managment administrative and 1 warehouse technician. - Responsible of the hiring processes. - Report the results (Key Figures, Results, achievements, KPI, turnover, revenue and special cases) to the Headquarter management board. - Procurement of all resources to maintain the operational level of the company: Inventory, external services, vehicles fleet, logistic services, relocation, external warehouses, hiring personnel. - Administration: Payment of suppliers invoices, overdue invoices responsible, Social Security regulations. - Warranty management and decision making. - Sales of Maintenance contracts to customers like Leroy Melin, Dealz, Spar. - To provide solutions for the aftersales cases of the highest level, crisis management, reception and managing of customer's complaints. - CAE (Coordinación de Actividades Empresariales) management. Responsible of all related to the risk prevention laws, accident and occupational health. Show less

• Head of Aftersales / Gerente de Servicios Postventa

  • Jul 2019 - Mar 2020

  Responsibilities: - To manage all the aftersales incoming orders and service notifications to deliver solutions to the customers with HSM Products: Vertical and horizontal baling presses, channel presses, document shredders for home, office and industrial appliances. Tasks: - Oversee the Administrative staff who receives and processes every incoming call and/or email from customer. - Create, plan, assign, supervise, report and finish every service. - Planning and supervision of 7 own technicians and other 14 subcontractors who provide service coverage for Spain (including all islands and autonomic cities), Portugal and Andorra. - To keep the optimum conditions and resources to maintain a high level of service: warehouse stock, technicians vehicles stock, to adapt the service structure to the market development and be one step forward. - Sales of spare parts, creation of parts lists and quotations. - Execute the maintenance contracts with the key account customers. - Fulfill the sales plan and the revenue objectives every quarter. - Plan, execute and supervise the logistics for delivery and installation of new products. - Responsible of managing the contractual duties with the aftersales team: Hiring of new technicians, log time, holidays, permissions, extra hours. - Responsible of the CAE (Coordinación de Actividades Empresariales) control management to comply the RIsk Prevention Regulations (PRL). Show less



GEESINKNORBA

• Netherlands
• Automotive
• 100 - 200 Employee

• Aftersales Backoffice Engineer

  • Oct 2017 - Jul 2019

  Aftersales Backoffice Engineer for this Manufacturer of Waste Management Products: Trucks with waste collection appliances controlled by PLC Schneider and Siemens, IFM modules and others. Functions: - Remote connection to assist and diagnose failures at a high technical level. - Supervision of workshop repairs. - On site repairs and troubleshooting over all the Spanish territory. - Customer Support (email and phone). - Sales of spare parts, preventive maintenance contracts and field services, creating quotations and sales order, holding meetings to achieve the goals. - Support to field technicians during repairs. - Warranty management. - Delivery of new products and operational training to end customers. - Creation of Service Order for external service suppliers and subcontractors, supervision of those services and approval of invoices. Show less



Maquinarias Mega, C.A.

• Aftersales Service Manager - Komatsu Construction Unit

  • Nov 2015 - Feb 2017

  OBJECTIVE:* To keep and optimize de operative department performance and supply corporative support to the team. * Corporate representative of KOMATSU Construction Unit aftersales service department; supervision of the national operation (5 branches, 6 engineers, 24 techs.); Man-Hour Costs and Price control; Service quality responsible; Main structure; KPIs; Sales; Joyful meetings.PRODUCTS:* KOMATSU Construction Equipment, Hensley GET, Indeco hydraulic attachments.ACHIEVEMENTSMan-Hour sales efficiency increased in 16%; Sales-through-service goal was reached and maintained (30%); Warranty claim efficiency 100%, 2 key accounts were recovered from 2-year inactivity; Absorption Ratio was kept over 100% instead local coin unstable condition.RESPONSIBILITIES:* Create the annual strategic plan with objectives and enforce all members of the department to fulfill those duties.* Participate in strategic meetings with other departments to comply the corporative guidelines.* Offer support in all Human Resources requests coming from the team, in order to keep excellent working environment and increase motivation.* Developing, monitoring and updating constantly the department cost structure and workforce prices to keep a favorable profit, adapting strategies to succeed in a changing market (Venezuela).* Get monthly KPI (SOK) reports to monitor the external and internal behavior and submit to Komatsu (KHSA) the results for further analysis.* Promote joyful meetings with costumer to get feedback and improve the SOL (Service Operation Level) and the customer satisfaction.* Maintain and/or improve the structure of the department (request resources, recruit, tools, service vehicles, etc.) to hold and support the entire aftersales demand of the national market. Show less

• Service Coordinator - Komatsu Construction Unit

  • Nov 2013 - Oct 2015

  OBJECTIVE:* To maintain excellence in Service Quality over all the territory and keep the absorption ratio positive for the service department.* Main branch service planning; Man-Hour quotation; Customer and Service representatives support; spare parts lists; Technical reports; fleet management; maintenance advisor; purchases; contact with providers and factory, Warranty control.PRODUCTS:* KOMATSU Construction Equipment.ACHIEVEMENTS:* Service operative standard procedures were created and implemented; MP software acquisition and all the Excel database was migrated and fleet control was improved. S.O.L. got 18% of increase; increase of operative efficiency (70% of productive hours).RESPONSIBILITIES: * Supervision of all the service branches over the territory (5 branches, 5 Service Engineers, 20 technicians).* Co-work with aftersales commercial representatives (PSSR) performing joyful meetings with customers.* Establish the cost structure of the department in order to allow the Service Manager to take care of the profitability of the Man-Hour offered.* Establish the quantity of Man-Hour for each service offer (corrective, predictive and special maintenances). * Keep high standards of service quality in all the branches and guarantee the satisfaction of the market service demand.* Elaborate, Review and approve every TSI reports from the Construction Unit and all branches.* Carry out the warranty claim process of all failures in Komatsu Construction Unit (5 branches).* Review and process the Daily Job Cards of the technical team to get SOK and man-hour efficiency. * Contact with suppliers and customers. Show less

• Aftersales Service Engineer - Komatsu Construction Unit

  • Aug 2011 - Oct 2013

  OBJECTIVE:* To guarantee excelent standards of quality customer service and to keep a high level of eficience in the workforce distribution.* Supervise and provide logistic support to technical teams during field service work orders perform, lead the execution of all the Prevent/Predict/Corrective maintenance to Komatsu equipment; Failure analysis; TSI; parts list; technical support and information.PRODUCTS:* KOMATSU Construction Equipment.ACHIVEMENTS: * Design and implement all service reports, formats and check list; TSI standard procedures were created; optimization of; Technical efficiency was increased, resulting in 25% more Work Orders executed monthly with same personnel. RESPONSIBILITIES: * Coordination and planning of preventive and corrective maintenance.* Supervision to the technical team during field service performance (8 members). * To provide support in the Troubleshooting and failure diagnose of all Machines.* Technical Service Reports, TSI and Failure Analysis (root of failure) for clients and for Komatsu. * Technical decision of warranty claim.* Quality Control* Contact with suppliers and customers. Show less



Baja SAE USB

• Suspension Leader BAJA SAE USB - Voluntary job

  • Jul 2009 - Jul 2010

  This is a 1-year position in the Baja SAE USB Team which main responsibility is to lead and advice in technical aspects members in the Suspension department of the team. Baja SAE is a category of student competition organized by http://www.sae.org/ in the United States. Thus, the goal of the Baja SAE USB team is to design, build, test and compete a all-terrain vehicle in an international competition against many universities worldwide. Highlighted duties:¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯• Performed/managed projects and led members of the suspension department of the Baja Team. • Cinemathic and conceptual design of an off-road suspension system usign LOTUS suspension analysis software (terramechanic inputs were considered).• Geometric design by CAD modeling (SolidWorks) and strength analyses (FEM using ANSYS).• Built and test the suspension of the Baja SAE USB prototype.Skills showed include: • Team-working attitude: Leading a group of people under my supervision and trying to encourage them to reach the goals involved in every assigned project. • Goal-Oriented: Working based on a design philosophy in order to obtain the best results in a determined time through the use of Gantt schedules. Achievements: ¯¯¯¯¯¯¯¯¯¯¯¯• 1st place in the Design Presentation Event (Best prototype design), partly because of the huge experimental data and the implementation of a "Design Philosophy" (Business Strategy). • 2nd place in the Cost Event. • 4th place in the Design Report Event.• 4th place in the Sales Presentation Event. • 9th place in the Torque Dynamic Event. • And the award of: Best Sportsmanship Spirit Show less

• Suspension Unit member

  • Jan 2008 - Jun 2009