Mostafa Awwad Email and Phone Number

monitor and develop service operations team through supervising and couching administration team as well as monitoring technician's whole performance, follow the day-by-day field. Manage operations for achieving the operational KPIs Providing technical support service to all company teams.Preparing all technical training material needed for training.Preparing technical training plan for technician s according to their technical skill matrix.Preparing and continuously updating call canter knowledge base and FAQ list to provide our customers an accurate technical information.Preparing a periodic technical bulletin to inform all related teams with all technical updates related to our products.Planning and forecasting the spare parts needed for the product service according to background experience and product quality feedback reportSpare parts inventory control.

monitor and develop service operations team through supervising and couching administration team as well as monitoring technician's whole performance, follow the day-by-day field. Manage operations for achieving the operational KPIs Providing technical support service to all company teams.Preparing all technical training material needed for training.Preparing technical training plan for technician s according to their technical skill matrix.Preparing and continuously updating call canter knowledge base and FAQ list to provide our customers an accurate technical information.Preparing a periodic technical bulletin to inform all related teams with all technical updates related to our products.Planning and forecasting the spare parts needed for the product service according to background experience and product quality feedback reportSpare parts inventory control.

- Supervise, Lead and motivate teams ofmaintenance supervisors, technicians, call back technicians and field enginners- Liaise with mnt manager on weekly basis, toinsure any issues are raised, discussed and overcomed as required.- Review repair request with technicians, andensure offer creation.- Review outstanding repair orders with repairteam to insure accurate scheduling and completation of all repairs.- Fullfill monthly safety activity and have meeting.with technicians and field enginners to discuss any issues related to safety matters- Focus on fulfilment of maintenance schedule and insure that the quality of service is delivered to customers.- Follow up with quality department regardingCPSI (Periodic safety inspection).- Focus of customer satisfaction to be sure that most of the customers are Promoters.- Any other related responsibilities and dutiesrequested by line manager.

Always made sure that this segment of the branch's customers received "More than Satisfactory" customer service.• Maintained excellent organizational skills and effectively balanced tasks and work load throughout my team to maintain a high utilization of the human resources available while constantly monitoring, guiding, challenging, following up and developing product Knowledge, instant problem solving and daily supporting them.• Evaluate Staff performance and set manpower requirements and recommend the annual trainingplan. Design and implement mechanisms that ensure the efficient exchange and transfer of tacit and explicit knowledge about best practices between experienced and new staff by creating teamwork spirit between all staff.

▪ Provide technical support for home appliance (Air conditioner, refrigerator, washing machine,etc.)▪ Preparing a monthly field quality report for all home appliance and represent the after sale sector in monthly market claim meeting.▪ Preparing the recommended spare parts plan for all new appliances.▪ Preparing a skill matrix for all technicians.▪Contacting with technical support department of all our overseas suppliers.▪ Preparing all requirements needed for anynew model (Service manual, training material,training schedule, ...).▪ Updating the technician guide book every 6months.▪ Represent the after sale service sector in thecommittee of selecting the new product.▪ Dissemination of technical bulletinsperiodically.▪ Assist the other department in the sector with the technical information to select the suitable measurement and repairing tools.▪ Responsible for taking decisions forreplacements and withdrawing the appliances.▪ Represent the company to attend thecustomer protection association committee