After sales manager

Main responsibilities:
● Customer Care, legal case management and NPS improvement - coordinating 5 people and outsourced call center
● Technical Support to dealer network and quality analysis - coordinating 8 people
● Dealer performances improvement (parts & accessories sales, customers retention, NPS, ) - coordinating 14 people of field rep.
● Dealer network training - coordinating 2 people
● Homologation - coordinating 2 people
These tasks are conducted for three product lines (auto, motorcycles and outboard engines)

Main responsibilities:
● Coordination of 8 specialists caring about the unresolved technical issues of all the models sold by FCA in EMEA
● Escalation of the emerging problems to Quality Senior Management or VP to develop new service solutions
● Coordination of the technical help desk of second level (located in Turin) and of the first levels located in the markets to manage the customers before e during the technical repair
● Support Customer Care activities for technical issues not resolved by the network

Main responsibilities:
● Warranty spending target respect
● Management of the outsourced project for warranty-expense control
● Verification of the application of the policies and procedures of the Company, update and definition of the new ones
● NCS coordination & supervising in order to reach the spending targets and to roll-out the new processes
● Product & Network analysis (e.g. product frequency of failures, network repair behaviour deviations)
● Critical customer’s case arbitration
● People coordination (6 internal + about 90 external)
● Warranty-dedicated figure at the dealership project management
● Budget of the Dept. definition and management with respect of the target each year, despite the strong reductions requested in that period

Main responsibilities:
● Analysis of after sales KPIs (repairs in warranty, FGA Technical Help Desk tickets, Customer Care cases related to technical problems, vehicle off road cases) of the models under my responsibility in order to monitor the products defectiveness
● Creation of reporting for top management to share a complete overview of the product
after-sales quality for a customer point of view (Customer care cases, VOR, Warranty top frequent cases, emerging anomalies)
● Participation to the cross function platform meetings and Quality Steering meetings as after-sales referent
● Support to the markets in order to handle the anomalies, providing the technical solution as soon as available
● Technical solution definition for the customer

I worked on robotized and double clutch gearboxes projects, with the following main responsibilities:
● Design FMEA matrix update and maintenance in order to be complaint with internal
regulations

Main responsibilities:
● Interface between the French customer (PSA) and his suppliers
● Parts order of modification management

Specialization on terrestrial vehicles
Thesis “Steer by-wire testing bench with hardware-in-the-loop for automotive purposes”