Resume - Senior Manager / Director / Consultant / AVP

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Resume #85492

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Last Update: 2009-07-30

Senior Manager / Director / Consultant / AVP - Customer Service & Support
________________________________________
Career Objective
A management professional with 31+ years of experience in spearheading strategic planning, management and coordination of customer service and support operations for major industrial organizations, with core competencies in project management and technical supervision. Seeking a key profile with a reputed organization to apply accrued skills towards driving long term organizational objectives and charting a mutual growth path.
________________________________________
Personal Information
Birth Date: 22 September 1961
Gender: Male
Nationality: Sweden
Visa Status: Residency Visa (Transferable)
Residence Location: Sweden
Marital Status: Married
Number of Dependants: 2
Driving License: Sweden
________________________________________
Professional Experience
March 2008 - Present: Quarry Department Service Manager
Zeppelin Ukraine GmbH
Ukraine Company Industry: Engineering
Job Role/Department: Customer Service Responsibilities:
* Directing, monitoring and coordinating the activities of Quarry Service Department staff under purview; including 2 Service Coordinators, 1 Service Administrator and 11 Technicians to provide high quality services to customers requiring Caterpillar equipment for the mining and quarry industry.
* Coordinating closely with machinery suppliers and their support teams to resolve service and warranty related issues, as well as to arrange for specialized training for technicians.
* Working closely with Coordinators to efficiently run a day to day business plan to ensure seamless delivery of initiatives within the assigned area on time and on budget.
* Reviewing performance reports, identifying areas of improvement, and implementing measures to improve performance levels.
* Maintaining up to date knowledge of industry developments and involvement of company products and services, while regularly communicating with quarry customers to negotiate and finalize service contracts.
* Analyzing client feedback to incorporate modifications in the company's product support strategies as well as providing optimum customer service, thus effecting high levels of sales and achievement of company objectives.
________________________________________
February 1996 - March 2008: Project Manager
Volvo Construction Equipment
Austria Company Industry: Industrial
Job Role/Department: Support Services Initially joined company in its Asia branch as Service Engineer providing service and customer support for major projects. Charted an impressive growth curve and was promoted repeatedly to finally hold the position of Project Manager in the company's Austria Office in 2004.

Designation Chronology:
* Apr '04 - Mar '08: Project Manager - Volvo Baumaschinen Osterriech GmbH (Head Office for CEE Countries), Austria.
* Apr '03 - Apr '04: Project Engineer - Volvo Construction Equipment Poland, Poland.
* Feb '96 - Apr '03: Service Engineer (Customer & Service Support) - Volvo Construction Equipment East Asia (East Aisa Head Office), Singapore.

Key Assignments:
* Project Manager- Poland.
* Project Engineer- Hungary, Croatia, China, Malaysia (Twice), Thailand, Indonesia (Coal Mining Project), Malaysia, South Korea, Czech Republic.

Overall Responsibilities:
* Maintained all processes and systems necessary for tracking, planning and executing all customer support related aspects of the aforementioned projects, including the establishment and development of customer service and support departments, while efficiently constructing and monitoring project schedules.
* Analyzed project requirements to effect maximum utilization of data, methods and processes in order to meet deadlines, cost objectives and quality specifications.
* Deployed and coordinated internal and external resources, allocated work modules to various teams under purview, and consistently followed up on progress to ensure seamless integration and deliverability.
* Followed specific manufacturer/company guidelines relating to setting up Volvo workshops, as well as the assembly and installation of various products.
* Provided training to company staff, service mechanics and clients on product operational procedures and equipment troubleshooting.
________________________________________
February 1996 - March 2008: Continued
Volvo Construction Equipment
Austria Company Industry: Industrial
Job Role/Department: Support Services Overall Responsibilities (Cont'd):
* Implemented preventive maintenance procedures for automated equipments and machines in close coordination with in-house maintenance engineers and in accordance with manufacturer recommendations.
* Assisted in the company's administration procedures and product delivery by arranging for parts to be shipped to client destinations. Prepared, recorded, and submitted warranty claims and followed up on their reconciliation.
* Analyzed inventory movement to determine appropriateness of procurement actions. Monitored database and levels of high cost, slow moving and low shelf life inventories and identified re-ordering point for specific goods depending upon consumption rate and availability.
* Monitored and reported customer trends, opinions and complaints to ensure smooth and transparent operations and highest level of customer satisfaction.
* Referred unresolved customer grievances or specific customer requests to designated departments for efficient service or further investigation.
* Provided hands on training on customer service and warranty handling issues.

Other Relevant Experiences:
* 1993 - 1994: Private - Swedish Army UN Service, Lebanon.
* 1987 - 1992: Director (Self Employed)- Private Transport Company, Sweden.
* 1980 - 1981: Corporal- Royal Swedish Navy, Sweden.
* 1978 - 1987: Welder, Cutter, Mechanic & Welding Supervisor- Rottne Industri AB Sweden, Sweden.
________________________________________
Education
June 1993: Trade School for Automatic Control and Adjustment Engineering, Växjö, Sweden
Bachelor's degree/higher diploma

Overall Responsibilities (Cont'd):
* Implemented preventive maintenance procedures for automated equipments and machines in close coordination with in-house maintenance engineers and in accordance with manufacturer recommendations.
* Assisted in the company's administration procedures and product delivery by arranging for parts to be shipped to client destinations. Prepared, recorded, and submitted warranty claims and followed up on their reconciliation.
* Analyzed inventory movement to determine appropriateness of procurement actions. Monitored database and levels of high cost, slow moving and low shelf life inventories and identified re-ordering point for specific goods depending upon consumption rate and availability.
* Monitored and reported customer trends, opinions and complaints to ensure smooth and transparent operations and highest level of customer satisfaction.
* Referred unresolved customer grievances or specific customer requests to designated departments for efficient service or further investigation.
* Provided hands on training on customer service and warranty handling issues.

Other Relevant Experiences:
* 1993 - 1994: Private - Swedish Army UN Service, Lebanon.
* 1987 - 1992: Director (Self Employed)- Private Transport Company, Sweden.
* 1980 - 1981: Corporal- Royal Swedish Navy, Sweden.
* 1978 - 1987: Welder, Cutter, Mechanic & Welding Supervisor- Rottne Industri AB Sweden, Sweden.
________________________________________
June 1985: Skipper, Captain Examination Kalmar Maritime Academy, Kalmar, Sweden
Bachelor's degree/higher diploma

Overall Responsibilities (Cont'd):
* Implemented preventive maintenance procedures for automated equipments and machines in close coordination with in-house maintenance engineers and in accordance with manufacturer recommendations.
* Assisted in the company's administration procedures and product delivery by arranging for parts to be shipped to client destinations. Prepared, recorded, and submitted warranty claims and followed up on their reconciliation.
* Analyzed inventory movement to determine appropriateness of procurement actions. Monitored database and levels of high cost, slow moving and low shelf life inventories and identified re-ordering point for specific goods depending upon consumption rate and availability.
* Monitored and reported customer trends, opinions and complaints to ensure smooth and transparent operations and highest level of customer satisfaction.
* Referred unresolved customer grievances or specific customer requests to designated departments for efficient service or further investigation.
* Provided hands on training on customer service and warranty handling issues.

Other Relevant Experiences:
* 1993 - 1994: Private - Swedish Army UN Service, Lebanon.
* 1987 - 1992: Director (Self Employed)- Private Transport Company, Sweden.
* 1980 - 1981: Corporal- Royal Swedish Navy, Sweden.
* 1978 - 1987: Welder, Cutter, Mechanic & Welding Supervisor- Rottne Industri AB Sweden, Sweden.
________________________________________
June 1981: Ship Engineering School Kalmar Maritime Academy, Kalmar, Sweden
Bachelor's degree/higher diploma

Overall Responsibilities (Cont'd):
* Implemented preventive maintenance procedures for automated equipments and machines in close coordination with in-house maintenance engineers and in accordance with manufacturer recommendations.
* Assisted in the company's administration procedures and product delivery by arranging for parts to be shipped to client destinations. Prepared, recorded, and submitted warranty claims and followed up on their reconciliation.
* Analyzed inventory movement to determine appropriateness of procurement actions. Monitored database and levels of high cost, slow moving and low shelf life inventories and identified re-ordering point for specific goods depending upon consumption rate and availability.
* Monitored and reported customer trends, opinions and complaints to ensure smooth and transparent operations and highest level of customer satisfaction.
* Referred unresolved customer grievances or specific customer requests to designated departments for efficient service or further investigation.
* Provided hands on training on customer service and warranty handling issues.

Other Relevant Experiences:
* 1993 - 1994: Private - Swedish Army UN Service, Lebanon.
* 1987 - 1992: Director (Self Employed)- Private Transport Company, Sweden.
* 1980 - 1981: Corporal- Royal Swedish Navy, Sweden.
* 1978 - 1987: Welder, Cutter, Mechanic & Welding Supervisor- Rottne Industri AB Sweden, Sweden.
________________________________________
June 1979: Trade School for Heavy Equipment Mechanics, Växjö, Sweden
Certification/diploma

Overall Responsibilities (Cont'd):
* Implemented preventive maintenance procedures for automated equipments and machines in close coordination with in-house maintenance engineers and in accordance with manufacturer recommendations.
* Assisted in the company's administration procedures and product delivery by arranging for parts to be shipped to client destinations. Prepared, recorded, and submitted warranty claims and followed up on their reconciliation.
* Analyzed inventory movement to determine appropriateness of procurement actions. Monitored database and levels of high cost, slow moving and low shelf life inventories and identified re-ordering point for specific goods depending upon consumption rate and availability.
* Monitored and reported customer trends, opinions and complaints to ensure smooth and transparent operations and highest level of customer satisfaction.
* Referred unresolved customer grievances or specific customer requests to designated departments for efficient service or further investigation.
* Provided hands on training on customer service and warranty handling issues.

Other Relevant Experiences:
* 1993 - 1994: Private - Swedish Army UN Service, Lebanon.
* 1987 - 1992: Director (Self Employed)- Private Transport Company, Sweden.
* 1980 - 1981: Corporal- Royal Swedish Navy, Sweden.
* 1978 - 1987: Welder, Cutter, Mechanic & Welding Supervisor- Rottne Industri AB Sweden, Sweden.
_______________________________________
Career Level: Management
Notice Period to Work: 1 month or less
________________________________________
Target Job Location: UAE; Bahrain; Kuwait; Oman; Qatar; Saudi Arabia
Target Industry: Installation, Maintenance, and Repair; Mining; Technical/Maintenance; Management
Employment Type: Employee
Employment Status: Full time
________________________________________
Skill Skill Level Years of Experience Last Used
Customer Service & Support Operations, Technical Supervision & Consultancy, Project Management Expert More than 10 years 1 month or less
Designing Project Schedules, Clientele Development, Networking, Negotiation Skills Expert More than 10 years 1 month or less
Preventive/Remedial Maintenance, Equipment Installation, Mechanical & Welding Skills Expert More than 10 years 1 month or less
Logistical Support, Inventory Analysis, Purchase & Delivery Operations, Warranty Claims Handling Expert More than 10 years 1 month or less
Management & Supervisory Skills, Coordinating Departments, Administrative Support Expert More than 10 years 1 month or less
Manpower & Resource Mgmt, Training & Recruitment, Coordination & Development Report Generation Expert More than 10 years 1 month or less
Communication, Interpersonal, Analytical, Team Building & Leadership, Creative Problem Solving Expert More than 10 years 1 month or less
IT Skills: MS Office & Internet Expert More than 10 years 1 month or less
___________________________________
Language Skill Level Years of Experience Last Used
Swedish Expert More than 10 years 1 month or less
English Expert More than 10 years 1 month or less
Finnish Intermediate More than 10 years 1 month or less
Thai Beginner More than 2 years 1 month or less

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