Ali Bora OZAY

Giving Operational Consultancy especially for Aftersales Services Department and sometimes also for other relational departments in
need as 2 or 3 days per week in order to increase productivity of working environment with vision of establishing corporate, systematic and safe working environment by giving just in time short trainings, coaching, mentoring or consultancy according to needs of situation in Daily operations of company.

• Establishing the global After sales Services Structure of the Company and managing all After sales activities of the company to achieve targeted profitability with min. 25% increase in Service Sales activities each year by leading almost 125 staff (40 White Collar+85 Blue Collar in 5 independent sub-department management) in Turkey and coordinating 7 Branches and 15 Authorized Service Dealers globally.
• Managing almost 7,5m EUR of Service and Spare Parts Sales budget in HQ in Y-2023.
• Managing almost 2,5m EUR of Expenses Budget
• Achieving customer satisfaction targets and customer loyalty.
• Developing high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
• Cultivating positive work environment that fostered employee engagement, increasing retention rates, and boosting overall team morale.
• Creating technical service know-how and rapid troubleshooting systems to be used by company staff and customers.
• Managing Factory After sales Service Workshop and Field Technical Service operations.
• Determining and establishing global authorized workshop and authorized service procedures.
• Working closely with organizational leadership and board of directors to guide operational strategy.
• Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
• Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
• Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
• Monitored office workflow and administrative processes to keep operations running smoothly.
• Assisted with sales and marketing strategies to foster achievement of revenue goals.
• Making workload, competency, resource analysis for maximum productivity.

***As a result, after about 4 years of work, 150% EUR based increase in Aftersales Service Sales turnover and a significant ratio of increase in profit compared to previous periods besides the establishment of an organizational structure and working culture have been achieved succesfuly.

• Managing all Aftersales Service and Spare Parts operations (i.e: mechanical & body workshop, carcare, service sales, Retail and wholesale spare parts sales, warranty, CRM, technical coordination with HQ and Renault factory...etc) with the sales budget of almost 8 million EUR together with a team of 3 chiefs, 15 white collars, 21 blue collars and 10 subcontractor employees who report to me in the
  organization.
• Preparing the budget for after sales operations and following up the quality&commercial targets of the branch given by the HQ.
• Taking overall responsibility for the management of 10 authorized R2 Renault sub-services located in Ankara and neighboring provinces. Identifying business goals and making audits for these services.

• Managing all aftersales field activities of OTOKAR Buses such as:
  - maintenances, campaigns (recalls), failure and root cause analysis,
  - supporting authorized services in trouble shooting of unsolved failure types,
  - Warranty cost reduction projects and processes,
  - Service development studies,
  - Customer Relationship Management studies,
  - giving feedback to factory and suppliers via general reports...etc
  through coordinating 6 Regional Representatives, 78 independent Authorized service dealers within Turkey
  and managing 4 white collar and 3 blue collar employee in the head office according to the targets of the
  company and by using administered aftersales budget of almost 1,3 million EUR.
• Managing the aftersales service organization located in IZULAS & ESHOT Fleets for OTOKAR buses.
• Coordinating and price studying the new tenders with the relevant departments of OTOKAR in terms of Aftersales aspects.

• Coordinating R&D sub-departments and other factory departments in new R&D projects of 12m and longer buses of OTOKAR.
• Managing cost analysis of 12m and longer buses and commencing new projects in order to decrease the costs of buses.
• Making benchmarking studies.
• Coordinating and managing of new sales projects together with Sales & Marketing Departments.
• Dealing with the aftersales problems of vehicles by getting in contact with Aftersales Services Dept. and coordinating the quality improvement studies with suppliers and relevant departments accordingly.
• Studying on tender specifications and deciding for the feasibility of requirements.
• Coordinating the production and planning process of Prototype vehicles designed as first.

• Preparing “Aftersales & Warranty Agreements” of OTOKAR to be signed with Foreign Suppliers and managing the contract negotiations until finalizing the agreement draft.
• Managing Aftersales Support Projects that need to be coordinated and discussed with Foreign Suppliers (i.e: Aftersales Costs Reduction Negotiations carried out with new Supplier’s, determining the Aftersales
  Procedures of new Tenders ...etc) related with Aftersales & Spare Parts Departments.
• Administering Warranty Automation System (WAS) of OTOKAR and providing Warranty Training to OTOKAR Authorized Services.
• Managing the “Warranty Claim & Payment Process” of OTOKAR against the suppliers and OTOKAR Authorized Services.
• Evaluating warranty claim reports of Authorized Services and inspecting the failed warrantable parts returned from the authorized services.
• Communicate and study with foreign and domestic suppliers, R&D department and Quality Department in order to analyse, check and improve the performance and quality of the parts used in OTOKAR vehicles.

Managing all Aftersales Service and Sales Support activities of Export BMC vehicles including CRM, complain management, field technical support and repair operations, warranty claim management, dealer management, recall operation management, FMEA studies, Key Account Customer (Municipalities, Fleet Customers...etc) management, operator and maintenance trainings, service audit and development studies, service business development studies...etc.

I had about 1 year of experience in Field Engineering before (in HT Engineering Comp. in Izmir) and during my military obligation (in 551. Istihkam Insaat Tabur Komutanlığı in Ankara). Coordinated the building and installation works in the field. Determined the necessary materials and to schedule and organize the purchasing of these materials for the building and piping activities. Managing the Construction Site activities and coordinating the employees.