Service Operations Manager - HO

• May 2023 - Present

Regional Parts and Service Sales - Assistant Manager

• Jul 2019 - May 2023

• Develop and implement sales plan and business development strategy including growth goals, KPIs, buyer personas, sales processes, team structure, competitive analysis, product positioning, and specific selling methodologies. • Direct and motivate the field sales team to derive optimum results and secure new business development opportunities. • Ensure the selling and enforcement of Parts and Service merchandising programs by the sales force team in the Region. • Establish and maintain effective key customer relationships to understand customer needs and ensure a positive customer experience throughout the sales process.• Monitor competition by gathering current marketplace information on pricing, products, new developments, delivery schedules, marketing techniques, etc.• Resolve customer complaints by investigating problems, developing solutions, preparing reports, and making recommendations to management.• Prepare reports to analyze sales team performance against targets and identify areas for improvement to boost sales and profitability.• Coordinate sales efforts with other departments; ensure customer purchase and service requirements are being met. Show less

ERP Project Manager - Item Master & Data Management Lead

• Jan 2019 - Jul 2019

• Developed, tracked, and managed detailed project timelines, milestones, and critical paths to ensure on-time delivery and quality of the ERP system.• Created and maintained a clean, accurate, and standardized item master to support timely and efficient supply chain operations.• Reviewed and standardized processes/workflows internally to streamline the ERP system implementation/rollout.• Monitored impacts of systems on business operations, identified enhancement opportunities, and defined implementation plan• Devised and implemented efficient and secure procedures for data collection, data handling, and analysis with attention to all technical aspects. Show less

ERP Project Manager - Logistics and Supply Chain Management Lead

• Nov 2016 - Jan 2019

• Managed and led ERP-related projects, including new implementations, enhancements, integrations, and other special projects related to Logistics and Supply Chain Management.• Performed system analysis, requirements gathering, functional and technical process design, development/configuration, prototyping, testing, and deployment of new or extended features and enhanced system capabilities.• Gathered requirements from key business stakeholders (mainly from the supply chain and logistics team) and translated them into functional specifications.• Monitored and assured process quality, organizational needs, and opportunities towards process excellence within the organization. Show less

ERP Business Analyst – Supply Chain & Logistics

• Apr 2014 - Oct 2016

• Led efforts including analysis and design of ERP configurations, enhancements, reports, and interfaces to address business problems and opportunities.• Managed the implementation of modules (Business Processes) related to the ERP. Designed & enhanced solutions, and test deliverables and providing support and maintenance to ERP users.• Translated business requirements into a functional specification and to-be process design.

Six Sigma Black Belt - Project Manager

• Jan 2013 - Mar 2014

• Led the planning, execution, monitoring, and close-out of process improvement initiatives ensuring adherence to scope, budget, and timelines to address and meet defined goals.• Identified and documented operational issues in supply chain and logistics operations and recommended the right approach, tools, and methodologies to facilitate their solution.

Senior Product Support Engineer (Parts & Service)

• Oct 2009 - Dec 2012

• Provided accurate and timely technical guidance and assistance to customers, helping them to implement cost-effective solutions for their equipment maintenance and servicing.• Developed excellent relationships with end-users at all levels, and, at all times, project the highest standards of professionalism, technical competence, and interpersonal skills.• Provided unbiased advice and guidance to build and obtain customer confidence and trust in his recommendations.• Achieved the highest level of customer satisfaction and loyalty through implementing the Customer Experience Strategy and ensured optimum employee engagement and awareness of CX initiatives to help build a customer-centric culture within the organization. Show less

Service Engineer – Workshop

• Oct 2008 - Sep 2009

• Conducted service, inspection, testing, and maintenance on various types of Machinery, Equipment, and Engines following company processes and procedures.• Liaised with customers on service activities ensuring all works are carried out on time and to customers’ satisfaction.• Prepared coherent service reports on the condition of equipment, advising on recommendations and follow-up actions.