Cawley Mah Email and Phone Number

Reporting to Managing Director of Karcher Singapore and Regional Technical Service DirectorKey responsibilities:Responsible for productivity, profitability, work environment, relationships, visual presentation standards, and operational compliance in Karcher Singapore; putting performance measurement systems in place to keep track of the progress of operations against key performance indicators such as NPS and Department Operating Profitability. Manages Customer Service Advisors, Service back office, workshop Technicians, field service Technicians, and Parts supervisor.Analyses workflows between inter-departments and implement the changes for improvements.Analyses financial situation of the Service department and improves the profitability while controllingexpenses and maintaining customer satisfaction.Keeps abreast with all internal and external product bulletins and ensures that all relevant information is cascaded to all stakeholders.Creates goals and objectives for the Service department, which include annual operating budget,marketing plans, mid-term business strategies, new businesses, and long-term business objectives.Maintains responsibility for the overall direction, coordination, and evaluation of direct and indirectreports in compliance with policies, procedures, loss prevention, safety, and environmental codes.Key Achievements:Turnaround the Service department’s pre-tax earnings from loss-making to profitable in 14 months.Started department’s new revenue-generating business: Short Term Rental Successfully executed digital transformation for the Service department. Obtained 100% utilization rate for OneView CRM.Raised technicians’ efficiency and productivity through headcount restructuring, training, anddigitalization. Maintained >90% technician productivity rate.Strategized and improved fast-moving parts availability.Improved customer experience with improved Net Promoter Score (NPS).Employee of the year - 2022.

Job Purpose / Role• To ensure the achievement of targets with emphasis on sales and sustainable business opportunities.Key responsibilities:• Prospect, develop, and follow up on new accounts in the emerging markets• Account management of existing clients in the local and global markets• Develop sales strategies to drive business growth• Establish credit policies and standard operating procedures.• Data analysis for market growth and target segmentation• Planning and implementing dealer sales promotional activities.• Stock taking and inventory aging control• Plan and coordinate advertising campaigns and sales promotions and prepare merchandise displays and advertising copy• Conduct market intelligence, review performance and market situation in management report• Assist in Government tender process for Ministry of Defence and Ministry of Home Affairs

• Identify trends by researching the industry, related events and publications • Develop Aftersales business opportunities• Pro-actively locate for target organisations and establish communications with those businesses that can benefit the company• Conducting market studies and feasibility models• Exploring new business growth opportunities and new revenue streams• Build leads generation network• Follow up all leads generated from website, networking sessions, trade fairs and other events/contacts• Facilitating company tender process • Responding to tenders and requests for information in a timely manner• Serve as a lead facilitator both internally and externally for projects• Manage company-and-client relationships together with various department heads• Boost existing aftersales business

Key responsibilities:• Business development of automotive products in local and global market• Ensure monthly sales target set by Principals are achieved• Data analysis for market growth and target segmentation• Develop sales strategies to drive business growth• Identifying business opportunities through e-commerce• Branding and marketing campaign for new workshop – Quick Lane• Stock taking and inventory control exercise• Development of new automotive products and accessories• Development of Peugeot bicycles for retail and wholesale business• Assist in Government tender process for Ministry of Defence and Ministry of Home Affairs

Key responsibilities:• Servicing of sales accounts for existing and new customers locally and overseas• Ensure monthly sales target are achieved• Troubleshoot and provide preventive maintenance for large format printers, laminators and plotters • Coordination with customers and provide installation of large format printers • Conduct training lessons on large format printing and advertisements signage making• Serves as a point of contact for customers and overseas suppliers• Ensure proper documentation of customers sales and technical servicing records• Responsible for training new employees and distribution of work