Gürkan KUTLUHAN

• Execution of After Sales Service business processes in line with the company targets. (Shipment rate within 24 hours for spare part orders has been increased from 48% to 90% in 2021) • Making a budget plan of Service P&L. (Annual revenue has been increased by 20% in 2020.) • Monitoring each customer incident in line with SLAs to develop service quality. (The fixing time of service calls has been reduced by 12%, customer satisfaction has been increased from 88% to 94% in 2019.)

• Following Service & Returns KPI’s in order to increase service quality and decrease service costs. • Preparing Product Quality Reports and sharing with all Plants in order to increase product quality. • ISO 9001 Quality System Management. • Following Turkish Consumer Law and similar legal regulations. • Technical Documentation Management. • Training Center Management. • Refurbishment Center Management. • SDA Service Center Management. • Call Center Management.

• Field visits (Service Partners inspection, dealer/consumer visits, marketing researches regarding competitors) • Service Partners Account Management. • Performing Communication and Sales Methods Trainings for service technicians. • Solving problems of consumer and dealer, responding consumer complaints that come from Industry and Trade Ministry, Institute of Turkish Standards and other Consumer Associations.

• Visiting Service Partners and controlling office, workshop, warehouse (spare parts stock level) in accordance with company standarts. • Preparing various monthly reports in order to increase service quality and consumer satisfaction.

• Selling different type of air conditioner and installation team management.

• Drawing projects of plumbing and HVAC systems for houses, offices and plants. (during university education as a part-time)