Ali Şahin, MBA
Customer Service Manager - Electrical Engineer
Istanbul
Summary
Creating a strategy by considering the sectoral differences as having experienced different types of service management in various industries with 17 years.
Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Additionally, believing that success is achieved through teamwork, so motivating team members and teaching how to implement a practice.
By creating a strong impact in customer relationships, enhancing customer satisfaction and elevating the company's reputation. Furthermore, with the leadership skills, guiding and developing the team.
Thanks to proactive approaching and quick decision-making ability, providing fast solutions to problems and ensuring the uninterrupted and efficient execution of service operations.
Dedication to duty and sensing of responsibility playing a significant role in helping the company's service organization achieving the goals.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Service Manager
Etna Pompa Ve Hidrofor Teknolojileri A.Ş.
Istanbul, 34
11.2016 - Current
- Provided realization of after sales targets in accordance with strategic targets of company.
- Pursued guarantee, spare parts and other after sales relationship with factory.
- Made audit and visit of authorized services.
- Was responsible for occurred profit - loss regarding after sales activities and developing results. Profitability target was achieved in year-end balance sheet every year.
- Improved and reported service activities by following up continuously service performance parameters.
- Developed activities for increasing customer satisfaction then analyzed results. At least 150 customer satisfaction surveys were conducted every month and improvements were made to results. Customer satisfaction was achieved.
- Made comments and reported regarding service processes.
- Made effective leadership with motivating own team.
- Made effective leadership to 110 authorized services.
- Organized at least 20 periodical trainings per year for authorized services.
- Coordinated with other departments to maintain streamlined and productive workflow
- Monitored inventory levels and placed orders to replenish stock
Service Manager
ThyssenKrupp Asansör San. Ve Tic. A.Ş.
Istanbul, 34
01.2014 - 11.2016
- Managed service department responsible for all service activities in region
- Identified needs for effective service
- Managed team (3 supervisors and 19 technicians) according to service priority
- Identified suitable personnel, equipments, training needs for optimum service requirements
- Made control of conformity of maintenance route, catch at least %90 efficiency by making necessary remedial action
- Made portfolio efficiency analysis and reached at least %85
- Identified strategies according to expected increasing portfolio
- Kept team motivation at top level
- Made performance evaluation of staff
- Solved incoming customer demands quickly and effectively
- Arranged customer visits, listened to customer needs then took measures to their needs
- Analyzed technical report of service then made corrective and preventive actions in this direction if needed.
- Made coordination with international technical department for provision of support if products have chronic technical problems
- Made HSE inspections at least 6 visit per week to check staff and products work safely or not.
- Supported service sales representatives for spare part sales
- Provided service offerings to be converted to sales by working in coordination together with sales representatives
- Provided completion in accordance with predetermined budget of modernization projects
Service Project Manager
Honeywell Otomasyon Ve Kontrol Sistemleri Tic. A.Ş.
Istanbul, 34
04.2012 - 10.2013
- Provided team’s delivery of agreed services on time, within scope, and within budget.
- Led team of direct reports in common direction (16 high level technicians).
- Organized and led frequent meetings with direct reports focusing on performance metrics, customer satisfaction, profitability and process compliance.
- Maintained customer’s satisfaction at acceptable levels, and resolves customer satisfaction issues.
- Reviewed “Voice Of Customer” feedback and took appropriate proactive actions (About %93 customer satisfaction per year)
- Enhanced customer satisfaction and comfort by identifying system upgrade opportunities, spot service needs, maintenance contract additions and other sales leads, individually and with team.
- Monitored financial performance on monthly basis and reviewed available to spend versus actuals for different contracts.
- Improved service operational metrics continuously.
- Led and managed service team in effective adoption, implementation and compliance with company policies, processes, procedures, service tools and business best practices.
- Set and implemented standards (quality processes, service manuals, hour reporting) and ensure that service team delivers to performance expectations.
- Developed relationships with local subcontractors to ensure adequate pool of subcontractor resources are available.
- Managed performance management process, conducted performance appraisals, and provided coaching, training, career planning, development, reward for service team personnel with support from HR function.
Service Supervisor
Schindler Türkeli Asansör A.Ş.
Ankara, 06
02.2007 - 01.2012
- Was responsible for 12 maintenance team member
- Made most efficiently route plans of maintenance team and followed up (reached %90)
- Made maintenance program and created field teams for new customer portfolio and followed up
- Provided to making elevator safety tests, made technical education planning of field teams (3 times per month) . Followed up their development
- Resolved customer complaints and took actions to increase customer satisfaction
- Solved technical chronic problems of products. Corresponded with technical support of central office in Switzerland to solving highly chronic technical problem
- Provided to taking actions to improving safety of team members
- Followed scoring of field teams and their permissions
- Followed up overtime work of field teams.
- Followed up safety of workers (32 safety inspections per months)
- Made discovery of repairs and calculating its costs
- Made montage organization of repair projects and performed customer delivery of them.
- Made customer visits and determined customer needs
- Followed up spare parts logistics at large-scale repair projects
Electrical Engineer
Elis Elektrik Elektronik San. Ve Tic. A.Ş.
Istanbul, 34
06.2005 - 11.2006
- Designed electrical panels , entered proposal , developed products as electrical engineer at project responsible position in company which produced electrical panels, cable channels, 19"rack cabinets, industrial field equipment
Education
MBA - Master of Arts in Business Administration
Dogus University
Istanbul,Turkey 02.2022 - 06.2023
Bachelor of Engineering - Electrical Engineering
Kocaeli University
Kocaeli,Turkey 09.1999 - 07.2004
Skills
MBA
undefinedCertification
Engineering (Elevator Preliminary Design Preparation and Authorization Document)
Cycling, participating in bicycle races, playing guitar, composing
I do bicycle trainings minimum 4 days peer week for bicycle races in my country which called Gran fondo and criterium races. I play guitar since fifteen years old and doing sometimes composings.
Timeline
MBA - Master of Arts in Business Administration
Dogus University
02.2022 - 06.2023
Service Manager
Etna Pompa Ve Hidrofor Teknolojileri A.Ş.
11.2016 - Current
Service Manager
ThyssenKrupp Asansör San. Ve Tic. A.Ş.
01.2014 - 11.2016
Service Project Manager
Honeywell Otomasyon Ve Kontrol Sistemleri Tic. A.Ş.
04.2012 - 10.2013
Engineering (Elevator Preliminary Design Preparation and Authorization Document)
06-2010
Service Supervisor
Schindler Türkeli Asansör A.Ş.
02.2007 - 01.2012
Electrical Engineer
Elis Elektrik Elektronik San. Ve Tic. A.Ş.
06.2005 - 11.2006
CCNA4 WAN Tecnologies
01-2004
CCNA3 Switching Basics and Intermediate
01-2004
Lehrerkoopreative Bildung und Komminkation Grundstufe 2a
09-2001
Bachelor of Engineering - Electrical Engineering
Kocaeli University
09.1999 - 07.2004
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