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.
• 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.
• 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.
• 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.
• 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.

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.

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.
• 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) >.

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.
• 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.