Tamer Abdelfatah Lotfy

Head of aftersales and retail Samsung & BoschFull Time

Regional country managerFull Time

• Job Details: Managing service operation in Qatar& Oman from Dubai.  Dedicated QRS in UAE.  Environmental and compliance affairs.  Monitor and control Service KPI in these country  Optimize/ Increase network based upon Samsung logic  Manage ASCs, their service KPI  Monitor, take measures to improve customer satisfaction  Understand, monitor ASC P&L  Manage Service cost effectively  Service network expansion  System support (COSMOS/ GSPN/ XML)  Auditing/ claim Validation  Check Service Network status based upon yearly Service Network logic and expansion plan.  Ensure Service NW is expanded as per the plan else suggest alternative measures.  Follow monthly ASC Evaluation results and make sure all CSPs are falling “A” grade and ASCs under “B” or “C” grade.  Prepare improvement plan and initiate it for poor performing CSP/ASCs.  Manage Profit & Loss sheet for all CSPs, gross of Warranty income for ASCs and suggest how loss making CSP/ASCs can improve their operations to management.  Monitor Key Performance Index of respective country  Review Daily Service Job every morning and follow up with ASCs/ GCS/ Tech Support for delay repair cases  Download LTP (Long Term Pending), TAT and other KPI reports from system (BI/COSMOS/CIC), monitor it and follow with ASCs to achieve superior KPIs.  Analyse Pending jobs on a daily/weekly/ monthly basis and share the reasons/ improvement plan with Field Service Manager/HOD  Check daily VOC status and suggest resolution to close pending cases after discussion with Management.  Monitor Call Concentrate Ratio and educate ASCs on how to improve it.  Check Service Coverage Ratio for your territory against each product category.