Gürkan Kutluhan Email & Phone Number

Manisa, Turkey

Metalfrio Solutions is one of the biggest manufacturers of commercial coolers. Coolers reach to 80 countries from production facilities in Brazil, Mexico, Turkey, Russia.28 headcounts, reporting to Chief Commercial Officer.• Tracking and execution of After Sales Service business processes (Field Operations, Call Center, Spare Parts Warehouse) in line with the company targets and strategies. (Shipment rate within 24 hours for spare part orders has been increased from 48% to 90% in 2021)• Making a budget plan for Service P&L, tracking this plan in monthly bases, building a strategy and business plan that compatible with yearly targets in Service P&L. (Annual revenue has been increased by 20% in 2020 Service P&L in despite of Covid-19 negative effects.)• Monitoring each customer incident in line with Service Level Agreements to develop service quality and identifying opportunities, implementing new processes to develop customer loyalty and satisfaction. (Automatic address recognition system has been activated for authorized service assignment in 2019. The resolution time of service calls has been reduced by 12%, customer satisfaction has been increased from 88% to 94% thanks to this system.)• Pricing after sales projects (transportation/installation/maintenance contracts, extended warranty plans, post warranty plans, spare part sales) and execution all projects as a profit center.• Maintain the positive relations with leading global companies of the beverage&food industry (Coca Cola, PepsiCo, Unilever, Danone, etc.), trade partners and authorized services.• Understanding customer requirements, marketplace dynamics (in terms of sales and service) and responding rapidly to associated changes.• Building cooperation&coordination with other departments and create a customer-oriented environment.• Providing strong support, coaching, counseling regarding personal development, performance management of team members of After Sales Services Organization.

Manisa, Turkey

15 headcounts, reporting hierarchically to Customer Service Manager, Turkey and functionally Central Quality Manager, EMEA.• Forecasting and monitoring warranty calls to meet Service P&L goals. (Annual budget of service cost is 3.7M euro in 2019 Service P&L.)• Monitoring service KPIs to develop technical capability of service technicians and reduce service costs.• Giving feedback, reporting product quality problems to HQ/Italy or factories.• Customer Service Quality Laboratory Management; analyzing defective components to find product quality problems or service partners' diagnosis mistakes.• Coordinating technical support to service partners by Help Line.• Technical documentation (exploded views, spare part lists) management.• Updating business flows of after sales operations in accordance with legal regulations.• http://remoteassistance.indesitcompany.com project has been managed, applications have been launched together with Central Quality Team in Italy. Problem solving time and repair costs have been reduced thanks to applications. (2005)• Refurbishment Center has been activated. 12 domestic / 8 export customer accounts have been created, more than 10k units defective/damaged products have been collected from the field and sold them as 2nd/3rd hand products. (2008-2009) Stock/Shipment Application has been designed and then integrated with database on web platform. (2009)• Call Center has been activated. Building a call center team, designing a customized software for claims/complaints, identifying performance KPIs, designing end user surveys, tele-sales operations. (2010-2012)• SDA (Small Domestic Appliances) Service Center activated. Centralization of after sales services processes for SDA product group. (2013-2014)• Training Center Management; coordinating training activities (e-learning, traditional, blended) for 800 technicians. www.hotpoint-training.com e-learning portal has been activated. (2015-2016)• ISO 9001 Quality System Management.

Manisa

60 service partners&200 technicians, reporting to Service Operation Manager.• Field Operations Management ; service partners audits, trade partners/end users visit, benchmarks regarding competitors, dealer/customer claims/complaints/product exchange requests.• Service Network Management ; developing performance of 60 service partners/200 service technicians, identifying training needs of service technicians., cancellation of service contracts, candidate investigation for new service partners, following over-due receivables, checking service repair&return forms, coordinating field investments (office decorations, vehicle credits, etc)• Performing communication and sales training for service technicians. Accessory sales have been increased by 20% and extended warranty sales have been increased by 60% in 2003.• www.mertuk.com (After Sales Services web portal) has been designed to eliminate non-value-added activities (e.g. unnecessary e-mails and phone calls), ensure to do below businesses without human mistakes. (2001-2002) > receiving spare part / accessory / extended warranty contract orders from service partners > following to repair reports&product exchange (return) requests. > sharing technical bulletins, training notes, service manuals, invoice proposals with service partners.

İzmir

Elginkan Holding is one of the biggest building materials (central and individual heaters and coolers, gas and electrical water heaters, valves and armatures, ceramic sanitary ware) manufacturer in Turkey. 20 service partners&80 technicians, reporting to Service District Manager.• Visiting service partners and auditing them (spare parts stock levels, training needs, etc.) in accordance with company standards.• Cancellation of contracts of service partners who provide poor quality service or do not work in accordance with company rules and selection of new service partners, adapting them to the service network.• Preparing monthly KPI reports, investigate consumer complaints and create preventive&corrective actions to increase service quality, customer satisfaction.