Çağkan Kocabaş
Technical Service Operations Lead
Istanbul,34
Summary
Experienced technical, service, and operations professional with a strong track record in managing client support across multiple platforms. Skilled in streamlining service workflows and achieving notable increases in client satisfaction ratings. Specializes in problem-solving for EV/ICE vehicles and excels in cross-functional collaboration, delivering top-notch technical support and fostering strong client relationships. Proven ability to drive growth and retention for organizations. Leadership style prioritizes trust-building and transparency.
Overview
17
17
years of professional experience
Work History
Technical Service Operations Lead
Ford Otosan
Istanbul, Sancaktepe
04.2022 - Current
- Oversaw technical service operations for a diverse portfolio of clients, ensuring high-quality support and timely resolution of technical issues across multiple platforms
- Streamlined service workflows, implementing new protocols that reduced response times by 30%, which significantly improved client satisfaction ratings
- Initiated a comprehensive training program for the technical support team, resulting in a 25% increase in first-call resolution rates and enhancing overall team efficiency
- Collaborated with cross-functional teams to identify recurring technical problems, leading to the development of targeted solutions that decreased service tickets by 23% over six months
- To follow up technical product concerns from the field, report the concerns to Concern Resolution Teams and support PD Teams to take both production action and service fix; directs the teams accordingly
- Works through projects that support Fix It Right First Time (FIRFT) projects to maximize the customer satisfaction
- Reviews and approves Field Service Action (FSA) messages to dealers in coordination with spare parts, warranty, and customer relations departments
- Manages and supports after sales projects with relevant departments
- Maintains labour times to be up-to-date at Dealer Management System
- Provides aftersales guidance to innovation projects
- Approves Dealer Equipment Standards
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
- Reduced operational costs through continuous improvement initiatives and cost-saving measures.
- Assisted in the development of long-term strategic plans, aligning operational goals with overarching company objectives.
- Streamlined operations by implementing efficient processes and optimizing workflows.
Powertrain Controls Supervisor
Ford Otosan
Istanbul, Sancaktepe
10.2017 - 04.2022
- Lead and direct the activities of the PCCN CONTROLS Applications team (EV & ICE Vehicles)
- Responsible to design and release high and low voltage Modules, sensors on EV & ICE vehicles
- Apply core components as cascaded through the Hardware Architecture BOM
- Hold regular team meeting to ensure group alignment
- Cascade information from senior management
- Complete employee annual performance reviews
- Set employee and team Objectives
- Complete Skills Profile (training) review with employees
- Design the installation of core components and associated hardware to follow component SDS and installation guidelines
- Lead a team of 10 engineers in developing and implementing cutting-edge powertrain control algorithms for a new hybrid electric vehicle platform
- Implemented a continuous improvement process for powertrain control software development, resulting in a 20% reduction in development time and cost
- Collaborated with cross-functional teams to troubleshoot and resolve complex powertrain control system issues, resulting in improved vehicle drivability and customer satisfaction
- Directed a team of engineers to develop and implement new powertrain control strategies to improve fuel efficiency and reduce emissions by 15%
- Collaborate with cross-functional teams to troubleshoot and resolve issues related to powertrain control systems, resulting in a 20% reduction in customer complaints
- Implemented a performance management system to track and evaluate team productivity, resulting in a 10% increase in project completion rate
Clutch & Flywheel Systems Supervisor (&6-Sigma Black Belt)
Ford Otosan
Istanbul, Sancaktepe
11.2011 - 10.2017
- To lead clutch system engineering team
- (7-10 team members (MSc))
- Coaching and Leading (soft and technical skill set up) each team members
- To lead head count and human source of clutch team
- Supervise core engineering team
- Supervise the product definition, planning, design, analysis, development, testing, release and verification to engineering sign off for clutch and flywheel systems for passenger cars, light commercial and truck programs to meet program objectives, defined by Program PDL's, providing overall leadership to ensure product delivery and timing that meets our customer's expectation for Quality, Function, Cost and Weight targets (QFCW).(4 patent application @2014, 7 patent application @2016)
- Supervise VSA (Virtual Stack up Analyses) studies for clutch systems globally
- Ford Otosan single point of contact for clutch and flywheel systems – both for internal and external customers programs from cradle to grave
- To lead 6-Sigma projects (DMAIC&DFSS/DCOV) of PTAE team (up to 40 projects per year)
- Supervise development and maintenance of Design Guides, Specifications, FMEA's and DVP's
- Submit budget and resource estimates for PS phase to secure approval for resources to execute programs as requested
- Lead RFQ process
- To lead Cost reduction activities for clutch and flywheel systems
- To lead software development (4 software are kicked off for clutch systems at 2013) for clutch systems
- To lead main quality (design or process) activities to meet customer satisfaction with the input of central quality team through field data
Powertrain D&R Engineer
Ford Otosan
Istanbul, Istanbul
11.2007 - 11.2011
Education
Master of Science - Automotive
İstanbul Technical University
Istanbul, Turkey 04.2001 -
Bachelor of Science - Mechanical Engineering
Yıldız Technical University
İstanbul 04.2001 -
Skills
- Leadership
- Creating and reflecting the vision
- Service Workflow Optimization
- Technical Support
- Six Sigma Black Belt
- Project management
Accomplishments
- Completion of Koç Holding Unlock LEAD Training held for promising mid-level managers which includes 3 modules at 2024: 1st module (1w): Change management & Diversity, 2nd module (1w): Innovation & AI, 3rd module (1w): Explore yourself in nature.
- 25% reduction on technical support ticket closure times and 23% reduction on total ticket number created on 2024 with reorganization of team structure and AI driven tools.
- Re-shaped new vehicle delivery process (from dealer to customer) with aiming zero PDI customer complaint.
- 30% team growth (head count) (2023-2024).
- One of the highest engagement results achieved in the group (2024).
Additional Information
Achievements:
· Completion of Koç Holding Unlock LEAD Training held for promising mid level managers which includes 3 modules at 2024:
· 1st module (1w):Change management & Diversity
· 2nd module (1w): Innovation & AI
· 3rd module (1w): Explore yourself in nature
· %25 reduction on technical support ticket closure times and %23 reduction on total ticket number created on @2024 with reorganization of team structure and AI driven tools
· Re-shape new vehicle delivery process (from dealer to customer) with aiming zero PDI customer complaint.
· %30 team growth (head count) (2023-2024)
· One of the highest engagement result achieved in the group. (@2024)
Hobbies
Running (35:36 - 10K)
Cycling
Drawing
Timeline
Technical Service Operations Lead
Ford Otosan
04.2022 - Current
Powertrain Controls Supervisor
Ford Otosan
10.2017 - 04.2022
Clutch & Flywheel Systems Supervisor (&6-Sigma Black Belt)
Ford Otosan
11.2011 - 10.2017
Powertrain D&R Engineer
Ford Otosan
11.2007 - 11.2011
Master of Science - Automotive
İstanbul Technical University
04.2001 -
Bachelor of Science - Mechanical Engineering
Yıldız Technical University
04.2001 -
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