Greater Strasbourg Metropolitan Area
I am seeking a consulting opportunity in the car industry in order to apply my extensive international experience in after sales management built over 30+ years within the Asia Pacific region and Europe. With a strong technical / engineering knowledge, my professional experience includes managing after sales operations for various countries simultaneously, for large fleets, in challenging situations in new and established markets. Personal qualities Leadership, initiative, motivation, result driven, analytical skills, innovative, organisational skills, communication, commitment, team player, honesty, general positive attitude.
• Supervised and provided recommendations of complete after sales operations for a new Renault car importer in Hanoi, Vietnam. • Successfully implemented a workshop and a spare parts warehouse. • Provided technical training to the Service team so as to be able to exploit the Renault diagnosis systems. • Improved customer reception and services by implementing the Renault Net communication system to the management team. • Supervised a new nominated after sales manager in charge of Malaysia and Singapore during the inspection of the Renault network. • Principal consultant for the development of a spare parts basic stock for a Singapore taxi fleet (Renault Latitude model).
• In charge of network development in China for a fleet of 16 000 imported vehicles. • Responsible for the performance and quality service efficiency for 4 car importers and 35 dealers. Achievement of 40% Completely Satisfied customers for a target of 41% on the 12 rolling months of 2009. Main dissatisfaction due to the non-respect of parts prices policy by dealers. Significant progress was achieved by implementing customer’s call back. • Successfully managed tough negotiations with the Chinese government regarding consumerism disputes and car importation bans. • Ensured smooth homologation process of about 4 new models and types every year. China considered by car manufacturers as having the most complicated procedure in the world, commercialisation of new types has always been respected thanks to pressure on head office and good cooperation of the local after-sales team and various stakeholders. • Managed a team of 8 comprising 2 service & parts marketing officers, 2 techliners, and 2 homologation officers. Individual appraisal every year was conducted to review the team and individual achievements and to define new objectives. • Presented at several annual network conferences on various topics including after sales fundamental methods, business after-sales review, budget, action plan, customer satisfaction, dealers challenges, spare parts logistics and pricing, warranty scoring program, • Successfully respected the yearly budget in terms of dealer candidates, training hours, spare parts sales, warranty costs. • Due to the Renault Importer resignation in Hong Kong, effectively succeeded the spare parts stock buy back and transferred all after-sales activities to the new importer in addition to introducing Renault after sales operational methods and documentation
• In charge of all after sale operations a branch with an annual car sales budget of 5000. • Supervised in the extent of over 40 employees including 2 mechanical teams, 2 bodywork teams and 1 quick service team. • Achieved an increase in productivity by implementing individual productivity follow-up. • Improved the service quality from 55% to 62% by better controlling the work done and clearer explanations to customers. • Obtained the ISO 9002 quality standard certification for the workshop.
• Advised after sales operations for Renault importers in Thailand, Singapore, Malaysia, Hong Kong, Vietnam, Laos and Cambodia. • For the launch of two new models (R19 and R21), provided ongoing presence in the workshop to allocate high tech job orders to the 48 mechanics with guidelines, on spot training and repair quality control. • Involved in the development of Renault network and assisted 29 operational dealers with showrooms, service and parts activities.
• Responsible of after sales operations for the eastern region including 1 branch, 7 dealers and 30 sub dealers. • Main objective was to improve service quality across the network.