After sales manager or project manager

Mas*** ***** (XX Anni)
After Sales manager - Customer Service Manager a ZTE
Università Statale di MIlano
Settimo Milanese,
Questo candidato e' disposto a spostare
After Sales manager - Customer Service Manager
gen 2018 - Attualmente
Customer management (B2C, B2B, Automotive, IoT project): analysis, requirement, contract, relationship
 Service Network management: selection and optimization of the Service Network and contract negotiation,
Operation, Inspection, Labor fee, ASC Audit Manager (Full, Technical, QC)
 Management of Service Customer Journey
 Service centers KPI reference: TAT, RRR, Cost of service
 Stock management: Spare Parts order, delivery, consumption, stocktaking, inspection, return
 Technical support: Guide and Operation for repair and new process management
 Develop Service & Spare Parts Network to increase customer reach and enhance business
 Manage Technical Reports, Warranty to ensure better product quality & customer satisfaction
 Manpower Development & Training to ensure better service support
 Quality Control management: Service Partner and Client for B2C/B2B project (Automotive and land line)
 Responsible for overall growth of Spare Part Business
 Cooperation with Support Sale Team, Finance and Legal team
 Tracking system management (GDPR & new software implementation)
HHP Technical Supervisor:
lug 2013 - gen 2018
Mobile Service Training manager for regional Service center and Service point
 Supervise Service network and call center dedicated to B2B/B2C customers
 Train Service partners, Corporate dealers and call centers according to the Company’s service strategy
 Service point network analysis and enhancement
 Italian technical reference for European HQ / Global HQ (Quality of the repairs and Software issue)
 Mobile Phone European Technical Support Team member
 ASC Audit Manager (Full and Technical)
 Service center KPI reference
 Competitors service network benchmarking
 Operators monthly service cost analysis
 ASC high value part return process management
 Ensure the proper service reporting to HQ and to local management
 High value parts swap analysis and control
 VOC and PL technical support band analysis
 Software and hardware rework management
Digital project Manager:
mar 2013 - lug 2013
Manage digital project deadlines, timelines and workflow (Create RFI and RFP)
 Manage day-to-day work flow and priority lists for digital development and design team
 Own the project communication update for stakeholders including reports on project progress, milestone
delivery, and next steps
 Set regular project tracking meetings with relevant stakeholders. Ensure tasks to set the project forward are
identified and assigned to relevant owners
 Involve and manage internal and external project stakeholders. Coordinate internal project contributors and be
the main point of contact for the partners
 Provide thought leadership and innovation within projects
 Close out projects and report on the projects high-lights, low-lights and learning
 Create and share any documents required to simplify and standardize the work of the digital team
Technical Account Manager:
gen 2001 - dic 2012
Serve as the liaison between the company and its Italian carriers for all technical requests, marketing and sales.
Collaborate with the Engineering, Sales and Marketing, Operations and Customer Service departments as part of the
international team within the EMEA Product Operations group. Focus on account marketing, localization and cobranding.
Manage technical issues, take logs and test devices. Ensure quality standards met. Negotiate with the
customer and development team on software and hardware delivery schedules.
 Served as main contact for mobile handset design customers and as technical interface between the Italian’s
carriers (Vodafone, TIM, H3G, WIND and Retail channel that include the MNVO’s Carriers) and Motorola’s
Engineering Department.
 Drive the technical acceptance of Products internal and with Customers and software customization
 Being the customer interface during the product launch phase and Post-Sale (Maintenance Release)
 Ensuring issues follow-up and general communication with customer and Motorola teams
 Resolving issues: perform customer specific testing, take logs, communicate with development/feature teams
 Negotiating with the customer to de-prioritize launch-impacting defects.
 Product customization (BOM, Box and layout)
 Provide technical information, samples upgrade/verification, and participation in technical trials/demonstrations
for customer and account teams to maximize commercialization aspects.
 Oversaw projects to ensure that software developed in Asia and the United States was available on schedule
and meet requirements established by Italian and Switzerland carriers.
 Managed the production and delivery of technical documents, guides and project documentation.
 Re-engineered products and projects and improved internal processes.
 Maintained relationships with network operators through technical meetings and presentations.
 Manage projects with focus on account marketing, localization and co-branding.
 Defect Manager: Interface between Motorola and Italian’s Carriers for testing new feature and manage all
defects found during the testing for the technical approval of the Motorola products
 Works with Software team for new feature testing ( Radio and Applications)
 Collaborate with the Field test team in order to increase the quality before to deliver the products to the Carrier
and decide the priority of the defects and manage the automation Tools
 Manage the Quality control process between Motorola and TIM customer with functionality and Radio Testing
required by Carrier
 Manage the training on new products for Sale Team, Marketing Team, Reseller and Dealer
 Perform test activities on GSM/UMTS devices and tablets, such as:
o Improvement of Sanity test’s test cases.
o Execution and compilation of Google’s GMS checklist, finalized to obtain Google’s software approval.
o Free and creative test execution in order to find issues related with device’s performances, localization
and customization.
o Manage issues reporting bugs, taking logs and supporting developers in order to fix them.
Bachelor of Science in Software Engineering
Università Statale di MIlano

Diploma in Electronics & Telecommunications
ITIS Ettore Conti

Inglese - Fluente