• Managing Authorized Service Centres network;

• Organize, supervise, and control dayly operations in Customer Service; • Work with customer complaints, propositions;

• Develop customer satisfaction goals and coordinate with the team to meet them on a weekly,monthly and quarterly;

• Create effective systems, procedures and policies, and standards;

• Hotline managment for KA KPI (NSSD, FCR,CSAT, ect);

• Spare parts managment: export, scrap, import, custom clerance control;

• Spare parts warehouse administration.

• Staff Development and learning according to company standards;

• Data base analyze in ERP systems;

• Prepare weekly and monthly reporting on department performance;

• Financial calculations of service dept works;

• Regularly audits work being done and customer service being provided to ensure all standards are met.

Key Achievements:

• Opened 2 ASC-E according to Huawei standards

• Achived 2d Place for reached all KPI in CEE&Nordic Region

• Reduce AVR TAT in network

• Optimized SP stock

• Improved quality indicators Hotline

• Managing Authorized Service Centres /Direct Service Centres network; • ASC/SE/DSC registring in the systems (GERP, GSFS), ASC/DSC’s employees registration in the systems (GERP, GSFS);

• Financial calculations SVC dept works;

• ASC/Service engineers monthly evaluating (Including DMS Team/DSC evaluation)

• Managing monthly payment in GERP account system;

• Working with Databases (EDW);

• Reporting on repair q’ty & SVC Index by ASC/Region etc.

• Warranty validation managing

• Supporting in case of difficult warranty questions ASC/DSC/SE

• Warranty data checking in the system, amount correction (rejection, penalty, re-invoice), preparing of documentation if needed

• Warranty/out of warranty data analysis

• Analysis and control Warranty Cost

• Managing pending repairs in GSFS system, making decision and coordinate further action with ASC repairs

Key Achievements:

•Opened 3 DMS Services in UA

• Achived KA KPI points

• Developed new standard in evaluation scheme for staff