Service manager / Service Director / Head of service department

Был больше месяца назад

По договорённости

45 лет (родился 11 июля 1980)

Москва

Занятость

полная занятость

Гражданство

Россия

Контакты

Телефон

Почта

Будут доступны после открытия

Фото, имя и контакты доступны только авторизованным пользователям

Опыт работы 19 лет

- Октябрь 2019 – март 2020
- 6 месяцев
Operations manager
CTDI Russia LLC
Обязанности и достижения:
Responsibilities: - Preparation of Job descriptions for ASC employees. - Changing the motivation system for ASC employees. - Participation in new project launch (break-even calculation, negotiation on job rates, prepare list of necessary equipment, calculation and procurement of necessary components). - Prepare processes descriptions for 1C developers. - Participation in education and certification (occupational safety and health, fire safety, etc.) - Arranging maintenance works in the office (communication with contractor, arranging equipment installation and maintenance). Selected projects: - Participation in the launch of component PCB repair project.
- Март 2019 – октябрь 2019
- 8 месяцев
Deputy head of service department
Holodilnik.ru (Adeal Import LLC)
Обязанности и достижения:
Responsibilities: - Coordination between branches (25 employees in Moscow + 10 regional branches). - Handling requests from claims department. - Repair economical assessment. - Finding suppliers and placing orders for spare parts. - Preparation of claims to other departments for damaged products. - Handling products movement in corporate ERP system.
- Сентябрь 2005 – декабрь 2018
- 13 лет и 4 месяца
Head of service operations section (started as Technical specialist)
TOSHIBA, service department (TASPR LLC since 2015)
Обязанности и достижения:
Responsibilities: - Support and control of service centers’ operation; assistance to service centers in solving technical and organizational issues; reporting major issues and inquiries to head quarter. - Customer support; customer complaints and claims handling. Assisting in legal consideration of claims (preliminary consideration, formal replies preparation etc.). - Handling claims and complaints from trade partners. - Handling service center reporting procedure. - Handling irreparability requests. - Taking necessary measures based on SC reports and their activity/efficiency. - Developing and maintaining operations databases (irreparable products, performed repairs etc.); preparing statistical information using the databases. - Providing statistics and all required data both on regular basis and on demand to immediate superior and to HQ. - Handling trade partners service contracts and compensations procedure. - Call-center handling (CC operators support, CC statistics preparation). - Participation in engineering activities (new models local tests; testing new versions of firmware). - Participation in spare parts operations (import, shipment to ASP, invoicing etc.) and spare parts demand forecasting. Selected projects: - Development of scrap parts usage procedures (instruction manual prepared and process organized), intended to minimize repair time and spare parts expense. - Unified refund act request form and semi-automated request processing. - Unified service center report form. - Online repair tracking system adoption for Russia (working with software developers in Europe and Russia; introducing the system to service centers, instruction materials preparation). Selected trainings: - 2014 Participation in TOSHIBA Pan-European Management Program (PEMP II, training for managers) - 2012 Participation in TOSHIBA Pan-European Management Program (PEMP I, training for managers) Technical skills: - Processing data in EXCEL (standard functions, formulae, VBA scripts).
- Декабрь 2003 – август 2005
- 1 год и 9 месяцев
Web-site content manager
EAST LINE Group (Domodedovo Airport management company), PR department
Обязанности и достижения:
Responsibilities: - Regular information update on all Group web sites (8 sites total): publication of news and documents, site structure modification, etc. - Partial technical support of the sites. - Promo-sites developing. Selected projects: - “Domodedovo magazine” web site developing: design developed in accordance with corporate guidelines; information updates; technical support. Further technical improvement with ASP coding, which resulted in ease of support. - Content preparation for internal “Domodedovo museum” corporate portal: complex photo retouching, web pages formatting, etc. - A number of promo-sites developed for special events. Technical skills: - CMS principles (content management systems); - web programming; - graphics processing and web design.
- Сентябрь 2000 – июнь 2003
- 2 года и 10 месяцев
Engineer
Institute of Radio-engineering and Electronics of RAS
Обязанности и достижения:
Responsibilities: - work with EPR spectrometer; - developing of self-made circuits for project; - software development for EPR spectrometer. Selected projects: - Co-author of a number of scientific publications on EPR (electron paramagnetic resonance), including article in "Applied Magnetic resonance" and "XXXI Congress Ampere" conference paper report. Technical skills: - Experimental studies with computer data processing; - Work with Bruker EPR spectrometer.

Образование

- Высшее образование
- 2009
American Institute of Business and Economics, Moscow
Факультет: Business administration
Специальность: MBA
- Высшее образование
- 2003
Moscow Institute of Physics and Technology (State University), Dolgoprudny
Факультет: Physical and Quantum Electronics
Специальность: Master’s degree in applied mathematics and physics
- Высшее образование
- 2001
Moscow Institute of Physics and Technology (State University), Dolgoprudny
Факультет: Physical and Quantum Electronics
Специальность: Bachelor’s degree in applied mathematics and physics

Обо мне

Дополнительные сведения:

Brief summary: - 13 year of work within TOSHIBA service department. - 7 years of work as a head of section. - Knowledge of all processes within the department, including handling of contracts, support of regular document flow, conflicts resolution (including legal aspects), call-center handling etc. - Department's monthly volumes: up to 4500 repairs, up to 700 refund acts, up to 8000 customer requests to call-center. - Improving existing processes within the department and implementation of new projects. - Education: Master's degree (MIPT), MBA (AIBEc). Personal qualities: - Efficient working process organization. - Responsible and punctual.