Running daily operations of the after sales department, improving overall efficiency and quality, giving presentations and trainings in- and externally, R&D work on current and new products.
In the business to make the world a cleaner place. Pirelli Eco Technology 's main contribution to this is the manufacturing and selling of Diesel Particulate Filters, which reduce carbon matter in exhaust fumes up to 95% As Application Engineer I am Pirelli's 'forward contact' for all aftersales/technical matters in the NW part of Europe (UK, Scandics, Benelux, Germany). Presales configuration info, after sales technical instruction, training on the job, problem analysis and quality management are daily elements of the job, to be provided for all the countries as mentioned.
Handling day to day AfterSales for Volkswagen and Audi customers. Taking process ownership of workshop passings to secure the followup of customer wishes and needs concerning their car. Being one of the largest VW/Audi dealers in this area (customer/personnelwise) with a mix of business operated vehicles and privately owned cars, it makes for a challenging environment.
In cooperation with 2 teammanagers being responsible for a group of 50 (later 80+) callagents. Training and coaching of the agents in a continuous process, pro-actively controlling levels of agents being ill or absent, being the key operational contact between customer and callagents for reporting results, trends and problems. Phase 1 was a specific project; being a servicedesk for the migration of subscribers from their old internet supplier to a new one. Results for this project have been so succesful that the customer requested our company to continue in phase 2, delivering agents for first line helpdesk activities for their subscribers. The original project was planned for 3-4 months, phase 2 extended this project for over 3 years, keeping well over 50 agents employed.
Responsibility for the projects as acquired by management, target- and qualitywise. Coaching of the agents (<5) on the subject and targets, keeping a close watch on this during project progress. Keeping in sync with the customer on opportunities, trends and other market signals during the project. Day to day reporting with results for management and customer. NMC is reknowned for their very high levels of call quality, agents and achieving (but mostly exceeding) customer expectations. Projects are mainly from IT based (top 500) companies with specific requirements concerning their market.
Dedicated contactperson for a specific group of clients, somewhere between the occasional buyer and the large accounts. Product portfolio consists of all IT/ICT wants and needs including peripherals and supplies.