full analysis of business processes that regulate the activity of the service center development of measures to improve the necessary types of work (responsibilities of administrators, masters, work on warranty cases, work with complaints, etc.)

spare parts orders systematization

development of rules (procedure) for repair works

maintaining rules for pre-sale preparation of goods (OTC during reception or at production)

checking the estimate of the cost of pre-sales preparation

analysis of the efficiency of craftsmen (volume of workload, quality of work performed, development of motivational programs)

full analysis of the range of services provided by the service center

marketing research of prices for services on the market

inspection of the machine tool park and providing suggestions on the need to replace them to improve the quality of work development of measures to improve consumer information about service center services, improvement of existing works that are not popular

spare parts stock analysis (order of accounting, sales, adequacy of pricing)

Searching for new partners

Cold calls

Dealership network development

Cooperation conditions negotiation

Dealer's support

Dealer's trainings

Dealer's orders

Procedures, algorithm creating

Parts orders analysis

Dealers audits for quality of service and processes

Dealers training for processes

Customer satisfaction monitoring

Preparing and releasing of yearly business plan

Preparing and releasing of commercial campaigns

Market analisys

Parts pricing

Service contract sales

Identification of the service targets on a monthly basis for the following year, and preparation of the annual business plan, at the end of each year in accordance with the company policies and targets.

Establishing strategies aimed at achievement of targets, and enabling their performance.

Making all the service staff work in line with the customer satisfaction standards, and planning and implementing marketing and promotion activities to gain new customers.

Preparing, and ensuring the performance of annual investment plans of service department.

Checking the compliance of expenses with the service budget, and efficient management of resources, within the scope of work plan.

Supporting the spare parts department in finding the most suitable spare part stock to meet the customer needs.

Preparing, and ensuring the performance of procedures and instructions related to service department.

Checking whether the sub-contracts of the firms that work in service department, if any, are implemented accurately. Checking the invoices made out by the contractor, and auditing the quality of work, on behalf of the dealer.

Getting informed about the activities of other dealer departments, and holding a meeting, if required (sales activities, business development activities, spare part activities, etc.).

Enabling continuous auditing of services that have or will become operational related to the dealer, and coordination of the complete implementation of required procedures.

Making monthly customer visits.

Keeping in continuous communication with Ford Otosan, and evaluating the weekly and monthly assessed reports together with the General Manager of dealer and all the service personnel.

Being familiar with the warranty procedures, and enabling the team to work in accordance with these procedures and applications.

Planning and ensuring performance of personnel training.

Enabling complete supply and accurate use of all the equipment and special tools

Enabling review of all the TSBs (Technical Service Bulletin) and ESMs (Emergency Service Messages) sent by Ford Otosan

Coordination with the Dealer Customer Relations Specialist (VCRS) especially in the solution of technical problems, and supporting such solutions.

Checking whether all the service marketing campaigns and recall campaigns are applied in line with the specified technical scope, and providing reporting back to Ford Otosan.

In recall campaigns; contributing in the involvement of vehicles that are within the scope in the campaign to the highest extent possible.

Being familiar with all products that are serviced, and specifications thereof, and staying up-to-date regarding the modifications in vehicles.

In problems that cannot be solved with the available facilities of service; being familiar with the procedure to be applied for the solution of problem in coordination with Ford Otosan (Hotline etc.), and acting according to this procedure.

Having up-to-date information on vehicle systems (ABS, ESP, TCS,Airbag .....).

Determination of development goals of an enterprise

Elaboration of efficient development strategy

Elaboration of the common concept of policy of enterprise development

Permanent segment of enterprise activity

Plan of defect correction actions

Proposals for mastering new business lines, mastering new markets

Determination of needs of enterprise

Improvement of CRM system

Training of shop-assistants

Opening of new sales outlets and control of their activity

Activity planning

Market analysis

Price analysis

Creating reports according to the results of researches

Monitoring of competitors (prices, range, advertising activity)

Control of marketing and advertisement of partners

Negotiations, consultations, agreement conclusions with customers (partners)

Diagnostics of all manufacturing, commercial processes at enterprise

Development of indices of the efficiency of employees

Preparation of specific development programs, analysis of opportunity of financial support of these programs

Proactive selling

Search for new customers

Implementation of marketing companies

Monitoring of logistics of spare parts

Consultations on selection of spare parts

Main responsibilities:

Optimal assortment of parts and accessories (First fill rate)

Optimal turnover of warehouse and stock inventory

Part Sales planing

Monitoring of parts logististics

Preparing and realization of seasonal campaigns, sell-off with aim of increasing parts sales

Marketing

Parts market research (At least 1 per year)

Pricing

Dealer orders analysis

Attestation and training for dealers

Monthly parts sales report

Dealers audit

Communications with manufacturer

Creating and optimization of processes, procedures, reports

Achievements:

Index of optimal availability >85%

Accomplishment of a plan of spare parts sale (2007-2011) >100%

Good relationship with producer

Accessories growth of sales from 320Euro to 850Euro per 1 car

Main responsibilities:

Stock management

Parts sales

Wholesale business

Selection of supplier

Achievements:

Organizing of used parts stock

Organizing of wholesale business

Activities:

In 2005 took a part in Nordpraktik program "New managers for Ukraine"(Swedish government program(SIDA)). As result of take a part in this project, sign a contract with Swedish company Scan-Tech Sweden (Spare parts for Volvo and SAAB passenger cars) on amount 100 000 Euro.

Main responsibilities:

Service booking

Interactive service

Service planning: Diagnostic of car - Parts availability - Booking - Car drop off to customers and explaining of invoiced works

Achievements:

Customer's database