Carlos Arosemena Email and Phone Number

Follow up of the warranty claimsFollow up of the productivity and performance of techniciansMake weekly reports of the re-entry of repairs of the technicians (CRR)Make training and reinforcement of administrative and technical staffCoordinate and make quotes for reworks of different brands (Samsung, Xiaomi, etc.)Make purchases and provide technicians with tools for repairsAnalysis and control of KPIs established by each brand authorized by the service center (Samsung, Xiaomi, Honor, Homestar, Nisato, Hisense, etc.)Development of new negotiations with telephone & Home appliance manufacturers

HHP Area (Cellphones)Creation of service orders and Exchange orders (RMA)Follow up of warranty ordersMake technical reports & queries to the engineering departmentMake the correct close of the service ordersSupply the technician with the correct spare parts for the repairsNotify the customer to pick up their repaired cell phonesCE Area (Consumer Electronics)Make calls and send messages to the customers to perform triage processSchedule the technician visits for in-home servicesProvide support to the technicians during the visitsCreation of exchange orders (RMA)Make technical reports & queries to the engineering departmentFollow up of warranty ordersMake the correct close of the service ordersWarehouse AreaReception of the invoices of spare parts and register in systemUpdate of the inventory with the correct information and location in the systemTransfer & send spare parts to the others branches Make claims for defective spare partsMake the inventory of the warehouseReturn of spare parts with low turnoverCollect and make the scraps of spare parts used in warranty

Samsung Costumer ServiceTechnical support (resolve with troubleshooting of cellphone, home appliance, Audio & TV on chat, email.Create and update costumer reportCreate service orderSamsung Service TrackingFollow Up the warranties at level of LATAMAnalyze and determine which cases apply for an exchange of product (RMA Process)Notify, train and support the different service centers on new processLogistic (monitoring the billing and deliviring of spare parts to the service centers)Check that the different service center make the purchase of the spare parts in the correct timeTrain the staff on the use of the different platforms used by Samsung (SAP, G-CIC, GSPN, CS Portal and Office)

Supervise the staff in the storeOpening and closing of the storeMake inventoryReception & transfer of merchandiseCostumer supportUpdate of prices in system