Hermilo Torres Email & Phone Number

Ciudad De México, México

Mexico City, Mexico

Global direction implementation in LA region. Corporate Service KPI, service policies&activities management in LA. Service Planning and In-warranty expenses control (labor, parts, set exchange, IW provision, others). Regional Call Center management, KPIs, performance and cost control. Web page support contents management, KPIs, product information, news and alerts. Customer Satisfaction improvement and cost down projects. ASCs Service network management in LA countries in collaboration witn in country service managers. Process automation (RPA), process efficiency and estandarization activities Data analysis and reporting activities to Sony HQ.Staff objectives set up, evaluation. Contract management with sister companies and vendors.Global PJs management for continues improvement in terms of CS and cost. Best practices expansion in LA countries.Negotiation with internal colleagues, external vendors and partners. Recognitions:WhatsApp support initiative in LA – Global CS award in FY22Cost down Contact CRM implementation in LA in FY21

Mexico City, Santa Fe Area

Service Network Management- ASC's performance control, image, contracts, openings/closures, KPIs expenses, etc.In warranty expenses control - labor, parts, exchanges, call center, provision, reimbursement, others. Service expenses monthly FCT estimation.New service design based on VOC, dealers and sister companies.HQ Service policies implementation ensuring highest Customer Satisfaction.Spare parts management, planning, procurement, LTB, FR.Product Safety and Compliance management - NOM Safety, Telecom, Energy efficiency, labeling, localization.Engineering Technical support, Technical Training and Product Quality management.Product rework planning and supervision based on SOP.Cost down and process efficiency initiatives. Call Center management, contracts, budget negotiation and KPI control.RMA/RTV programs set up in collaboration with spare parts vendors (TV/PC products).Reverse logistics schemes to service products/parts - negotiation with courier companies like FEDEX, UPS, DHL.Customer Satisfaction initiatives focus to measure VOC based on Net Promoter Score, CSAT.Premium Service programs design and implementation.Benchmarking activities toward to enhance post sales repair service at touch points.Personnel management, objectives set up, follow up and evaluation.Personnel integration and team building activities.Budget preparation, request and approval - traveling, entertainment, investment.Monthly performance results, plans and activities reporting to Service LATAM regional head and SMX president.Customer Retention and profit generation activities like Product Sales through the ASCs.Negotiation with internal colleagues, external vendors (ASCs, CC) and partners (dealers, sister companies). Recognitions:Service KPI and Service Cost improvement from FY12 to FY19 (NPS above 85%).ASCs front desk initiative in FY17.Service Network optimization improving CS in FY16.Best PlayStation CS level in FY11,FY12,FY13.Cost down activity award in FY12.

Mexico City, Santa Fe Area

Added value Services program for Sony Stores Pick up and Onsite Repair Service development and establishment in Mexico MX/LA Product Market Quality feedback to manufacturing and design groups. Failure trend analysis and expenses impact measurements. Countermeasures management focus to tackle market quality issues. Service policies implementation from technical and customer view point. . Technical support and Training planning and deployment for MX and LA countries Authorized Service Center technical knowledge management Engineering budget planning and control. Field activities focus to confirm product symptoms/failure root cause. Product quality improvement based on VOC analysis Personel management. Improvement projects toward to reduce products Failure Rate Recognitions: Annual Failure Rate improvement award in FY09

Santa Fe, Mexico City Area

* Extended Warranty program analysis and development *Home Audio field activities with end customers to try products before its introduction to the market *Market Quality, Technical Training and Technical support activities management for MX and LATAM region *Product quality feedback focus to reduce service expenses (parts, labor and exchanges). *Traveling, entertainment and investment budget planning and control *Personnel management, objectives set up and evaluation *Improvement projects management

Estado De Mexico, Naucalpan Area

*Product quality flied activities in MX and LATAM *Regional Market Quality feedback to design and manufacture groups *LA region data analysis - symptoms, failures, parts consumption, calls breakdown *Early failure detection programs implementation like Amigo PJ - daily feedback from SMX to STE *Personnel management, objectives set up and evaluation *Improvements projects management

Estado De Mexico, Naucalpan Area

*Failure trends analysis - symptoms, failures, parts consumption, calls breakdown *Repairs data base maintenance, models, serial numbers, dates, repair codes, part numbers, repair description.*Field activities to find out failures root cause *Reporting failure rates, symptoms and failures to design and manufacture groups *Personnel management

Estados De Mexico, Naucalpan Area

*Technical content translation from English to Spanish and presentation material preparation *Training deployment - distance learning and face to face training *Product quality data analysis, failure rates calculation, estimation and reporting *Technical support assistance to service network technicians *Field activities

Master’S Degree, Business Administration And Management, General

Engineer’S Degree, Electrical, Electronics And Communications Engineering, Engineer

Activities and Societies: Scholarship at TEC de Monterrey