Bekir Yıldırımoğlu
BUSINESS PRODUCTS SERVICE MANAGER
Cankaya
Summary
Proven leader in technical and customer service management, adept at fostering relationships and solving complex problems. At CEP BİLGİSAYAR, I spearheaded initiatives that significantly improved service satisfaction and efficiency. Skilled in technical troubleshooting and team leadership, my strategies enhanced revenue and customer trust, with a focus on exceeding expectations.
Overview
16
16
years of professional experience
Work History
Business Products Service Manager
CEP BİLGİSAYAR ELEKTRONİK İLETİŞİM SAN. VE TİC.LTD
06.2024 - Current
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Monitored service staff performance and provided feedback for improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Analyzed service reports to identify areas of improvement.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Established proactive maintenance program for service equipment, reducing downtime and maintaining high service standards.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Technical Services Manager
2D Büro Makineleri
09.2018 - 05.2024
- Ability to diagnose and repair all Epson brand corporate multifunctional printers and copiers (MFP) devices nationwide with high-level technical knowledge and equipment.
- I provide pre-sales support services to assist the sales team in the preparation phase of the company's projects and individual sales, and to explain our products to the right unit of our customers.
- In order to meet customer demands, I provide detailed demo services to demonstrate the distinctive technological superiority of our solutions and to demonstrate the promised services/features.
- Troubleshooting, remote installation, and problem solving of Epson brand corporate printers that we sell on a project basis nationwide.
- During my time working here, I have been providing after-sales support for the corporate product (Enterprise and WorkForce) models that we sell nationwide on a project basis.
- After the sales of project-based corporate products (Enterprise and WorkForce) nationwide, I assign the work of the malfunctions that may occur to the Epson authorized service points in the city centers with which I am in constant contact. Then, I am in constant contact with the service to provide a quick solution to our customers and provide detailed solution suggestions to ensure that the malfunction is resolved in a short time.
- I can install and use the EPA-ERS and EDA software, which are produced by the Epson brand, in order to provide better service and faster solutions to its customers very well by receiving training from the professional Epson technical team.
- The installation process of this software, which will provide our customers with more savings and faster solutions in many projects, has been carried out by me.
- Delivered high-quality technical support services that consistently exceeded customer expectations under tight deadlines.
Hardware Expert
DESTEK Bilgisayar Ve İletisim Hizmetleri Tic. A.S.
04.2008 - 08.2018
- Ability to perform the best level of authorized software and hardware fault detection and maintenance repair of Oki and Lexmark brand Laser, MFP, and DOT-Matrix printer models.
- Ability to perform the best level of software and hardware fault detection and maintenance repair of all brands of printers, all Laser, and MFP models.
- Ability to perform both software and hardware fault detection and maintenance repair of all scanner models.
- Ability to perform good troubleshooting and maintenance repair of HP Plotter models.
- Ability to perform medium-level software and hardware fault detection and maintenance repair of Oki and IBM line printers.
- Ability to perform medium-level fault detection and maintenance repair of all UPS brands.
- Network infrastructure discovery and cabling capabilities.
- Ability to do F/O cabling and termination.
- Ability to do Cat5, Cat6, and Cat7 cabling and termination.
Skills
Customer Service
Relationship Building
Customer Service Management
Problem-Solving
Trustworthy and Honest
After-sales support
Team Leadership
Project Planning
Technical Support
Service Scheduling
Technical Troubleshooting
Compliance Enforcement
Rapport Building
Timeline
Business Products Service Manager
CEP BİLGİSAYAR ELEKTRONİK İLETİŞİM SAN. VE TİC.LTD
06.2024 - Current
Technical Services Manager
2D Büro Makineleri
09.2018 - 05.2024
Hardware Expert
DESTEK Bilgisayar Ve İletisim Hizmetleri Tic. A.S.
04.2008 - 08.2018