As a Service Manager at Kärcher, my primary responsibility is to ensure the service department functions as a profitable business unit, aligned with the company’s standards for quality and customer satisfaction. My key focus is on maximizing revenue, optimizing cost efficiency, and growing service-related income through strategic, operational, and customer-centric actions. - Drive after-sales revenue through service contracts, repairs, and spare parts sales - Optimize service operations to reduce costs and increase profitability - Identify upselling and cross-selling opportunities during service interactions - Develop strong customer relationships to boost loyalty and repeat business - Monitor KPIs and implement strategies to achieve revenue and margin targets - Lead and train service teams to ensure high-quality, efficient delivery - Collaborate with Sales and Marketing to align service offerings with customer needs - Control warranty claim processes to minimize losses and ensure accountability

Operations management - Marketing activities and sales promotion - Networking (3 countries coverage) - Business development - Service team management - Customer care and tech support team management - Key account management

- General and operations management - Networking - Account management - Marketing - Developing Trade-in B2D/B2B channels - Sales Achievements: - Start-Up project deployment - Grading center and service arrangement - E-shop and retail sales point launch - Kazakhstan, 75% of organized retail coverage

- General and operations management - Marketing activities and sales promotion - Networking (4 countries coverage) - Business development - Online Reputation Management - Outsource call center management (VOC, MOT, NPS) - Project team management - Customer care and tech support teams management - Product Liability management - Key account management - Collaborating with sales team to maximize profit by up-selling or cross-selling - CRM management - CJM (Customer Journey Map) planning and fulfillment Achievements: - KZ and None-KZ service network reinforcement Coverage for KZ from 5% up to 100% Range for None-KZ from 1% up to 90% - Customer care and satisfaction level improvement: Kazakhstan from 30% to 95% Uzbekistan from 7% to 80% Tadjikistan from 5% to 50% Mongolia from 3% to 70% Parts operation reinforcement: - Overseas parts supply lead time decreased from 90 days up to 14 days - Local logistics delivery time decreased from 15 days up to 3 days - Forecast improved from 30% up to 90% - Pickup and home delivery services deployed Customer support: - Customer Satisfaction Score (CSAT) improved from 20% to 90% - Customer Effort Score (CES) improved from 5% to 85% - Voice of Customer (VOC) decreased from 90% to 1,5% - First Response Time (FRT) by phone decreased from 10 min to 3 minutes, by email from 1 day to 2 hours - Net Promoter Score (NPS) increased attractors quantity from 20% up to 90%

Business development management: - Identify new business opportunities - Business development - Regular follow-up and communication with customers, partners, and local and overseas vendors for new projects and business opportunities - Product Road Map planning based on market analysis, vendors and suppliers communications - Sales forecast collection and sales planning Achievements: - South Kazakhstan region coverage with exclusive rights - 7 brands in portfolio - Kyrgyzstan area coverage growth up to 50% - Sales growth up to 30% - Services sales growth up to 64%

General and operations management: - Reporting (financial reports, quarter and yearly results reports, HQ/RHQ reports) - HR management (searching, hiring, onboarding, training) - Forecasting and planning (parts supply, budgets, events) - Key account management (Dealing with customers, store managers, and regional managers of major wholesale and retail chains) - Budgeting (finance, refunds, compensation) - Marketing and promotions (SMM, BTL, Direct marketing, PR) - Projects development (Customer Service Plaza, ASC, DSC, ESC) - Planning (Strategy, targets, performance) - Analysis (Competitors, market share, service level, customer satisfaction) - Risk and product Liability management (Analysis, Investigation, and PL issues solving) - VIP care and support (VIP, "unique," government projects) - Networking with business partners and customers - Audit and evaluation (Partners and channels audit, mystery shopping, control of tech requirements, standards follow-up) - KPI Management, Service Cost management - Outsource call center management (VOC, MOT, NPS) - Customer care and Customer Satisfaction Index (CSI) management Achievements: Year 2009 - 2014 - None KZ Service network extension (TJ - 3 partners, TM - 2 partners, KG - 4 partners, AZ - 3 partners, GE - 3 partners, AM - 3 partners) - DTV Premium service launching (KAZ) 24h support - Free loan set program (UZ, KG, TM, TJ). As a result, customer satisfaction increased from 20% to 40% - Customer Service Plaza opening (Almaty/Astana/Baku/Tbilisi) - VIP Service launching (KZ) - flagship model sales increased by 7% - Choice of the year 2011 Kazakhstan (Best customer support) - Parts operations reinforcement (Shipments 2 times per day KZ, one time per day None KZ) - Digital service & Online booking service deployment - customer queue reduction by 50%, waiting time reduction of 70%, Social networks customer support improvement from 3% to 60% - Service academy opening - (Social project to provide additional education) Preparation of highly qualified engineers

- Manage the day-to-day Service department and ensure all processes are efficiently executed - Service department Strategy planning, targets implementation, and introduction of company strategy - MOT Management (CIC department) - Service partner's network coverage optimization - Audit and Evaluation (Performance, terms, conformance, violations) - Training (Tech training, customer care, cyber security, parts operations, reporting) - KPI Management, SVC Cost management, Expectation Failure Rate, and VOC management - SVC warehouse management, Logistics management (Parts supply to export countries, Parts return) - Project Management: Planning, Implementation, Coordination, Monitoring, and Evaluation of activities (commencement of project through phasing over stage). Achievements: - Service W/H process improvement: Same-day spare parts shipment & delivery. (Stock turnover improved, Deadstock decreased, forecast efficiency improved) - New method of VOC monitoring: Division by type, day-to-day monitoring, customer feedback collection, and further follow-up. (Customer satisfaction improved from 30% to 80%.)

- Responsible for achieving growth and accomplishing targets on sales - Generate, qualify and manage leads & opportunities - Coordinates sales forecasting, planning, and budgeting processes used within the sales organization - Initiate the customer integration process with the account management team - Identify market and client needs and create opportunities (development of partnerships, attending professional exhibitions and events, managing incoming inquiries, customer appointments/meetings) - Negotiations with international partners, vendors, supplies - Contract composition and signing Achievements: - Governmental projects participation (House of Ministry security system project development, Astana Shuchinsk highway project development) - Retail channel arrangement, equipment direct delivery, wholesale arrangement

- Actively approach targeted business clients (Search for new client leads, manage relationships with existing customers) - Develop presentations and competitive pricing strategies - Negotiating the terms of an agreement to close sales (Educational programs) - Demonstrate company products and solutions Achievements: - Add to portfolio the following clients: National Bank of Kazakhstan, KazKommerts Bank, DuCAT, Phillip Morris International, Carlsberg

- Customer relationship management - Responsibility for key account-related turnover - Cooperation with the product development area - Presentation of new products and services Achievements: - Deployment of new business direction as PC production - Launched service centers network for PC & NPC maintenance

- Key Account Management (Ensure that customer processes run smoothly for sustainable customer loyalty, drawing up individual sales concepts and negotiating contracts)