Create a customer centric culture.
Establish and maintain a process at all stages that meets the after sale service requirements of company
Coordinating with merchandisers and sale team to set up the after –sales and/or claim process of each business unit
Track Service time compliance on a daily basis
Establish a customer satisfaction survey process and deliver high levels of customer satisfaction by fixing any systemic process issues
Maintain an up to date action plan addressing the issues with after sales service
Share the customer satisfaction results with the merchandizes, the sales and after sale vendors
Establish and manage an effective escalation process to ensure difficult cases are properly managed
Manage the service level agreement with the after sale service contractor
Qualify after sales service vendors that meet company’s service, cost and controls requirements
Manage effectively and timely all transportation from drop points to the service hub and from the service hub back to the drop points
Manage the transportation from the service hub back to the vendors/ internal repairmen and from the vendors / internal repairmen , central warehouse to the service centers/hub.
Ensure after sale service operating costs are well in line of the benchmarks of the industry.