Mohammed Towseef Shaikh

Customer Service

• Provided comprehensive training on installations and technical aspects to the distributor's service team
• Enhanced commercial training delivered to sales team of distributor
• Collaborated with the mabe international quality team and the Mexican manufacturing plant to assist customers in resolving product quality concerns.
• Provided thorough explanation on newly issued technical bulletins by plants.
• Monitored distributor's monthly service report for product issues and assisted their service team with diagnosis and repair methods
• Monitored retail market pricing trends for mabe and analyzed data for strategic decision-making.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Spare Parts

• Developed effective strategies to meet monthly, quarterly, and yearly spare parts sales targets.
• Increased sales by offering spare parts suggestions to distributors based on the product shipment plan.
• Managed communication and collaboration with Mexico team to guarantee timely delivery of distributor orders
• Collaborated with the Mexico team to ensure timely delivery of distributor's current orders, providing monthly updates to distributors regarding the back order status and estimated time of arrival.
• Identified new opportunities through market research and successfully converted them into sales
• Collaborated with spare parts and finance team to plan and execute a promotional offer on spare parts, thereby creating new avenues for sales opportunities.
• Tracked distributor spare parts usage and advised on appropriate ordering strategies to ensure optimum inventory levels.
• Prepared comprehensive weekly report detailing invoiced and backorder spare parts sales, presenting findings to Regional Commercial Manager
• Prepared trend analysis for spare parts sales
• Closely collaborated with the commercial team and customers to optimize payment collection
• Spearheaded the review process for distributor claims pertaining to damaged or inaccurate spare parts, offering prompt and appropriate resolutions
• Managed issuance of credit notes to distributors for supplied spare parts as a form of commercial assistance
• Facilitated biweekly virtual meetings with distributors to proactively identify and rectify any issues pertaining to spare parts.

Customer Service

• Managed and supervised daily operations of service department and its teams
• Maintained accurate and up-to-date monthly service reports for all regions, submitted to National Service Manager
• Increased efficiency of service teams and dealer technicians by providing technical trainings and on-site support
• Successfully carried out Testing & Commissioning activities for multiple VRF & Rooftop Package unit sites.
• Interviewed, hired, and trained HVAC & Appliance technicians to meet workload demands. Provided installation trainings to dealer technicians.
• Implemented effective financial planning strategies to achieve departmental profitability goals.
• Developed clear and concise quality issue reports for products, effectively communicating them to the National Service Manager
• Met or exceeded company expectations regarding both work quality and quantity
• Led IT team in developing service software.
• Managed the maintenance and repair process for units received at service center
• Resolved emergency requirements of customers during and after working hours
• Continually assessed team performance and identified opportunities for professional development, fostering a culture of continuous improvement.

Spare Parts

Ensured proper organization of spare parts in all warehouses, maintaining compliance with company standards and procedures.

• Contributed to enhanced inventory management by promptly providing fast-moving spare part stock lists to the National Spare Parts Manager.
• Ordered spare parts for new units from OEM and prepared stock replenishment order
• Implemented a robust tracking system for warranty claims, reducing errors and claim rejections.
• Verified the synchronization of physical stock with ERP system on a monthly basis across all regions.
• Created detailed reports to facilitate claiming under warranty for spare parts from manufacturer
• Supervised the issuance process for both physical and system-based spare parts.

• Incharge of all the HVAC systems of the company
• Spearheaded the organization of scheduled and unscheduled maintenance for production machines
• Ensured continuous 24-hour coverage by coordinating team organization
• Evaluated different options to minimize overall maintenance costs by estimating expenses and analyzing potential alternatives.
• Drove improved production efficiency by designing and modifying machines
• Managed and monitored maintenance teams' compliance with company safety protocols, ensuring safe and hygienic execution of maintenance tasks.
• Conducted training sessions for the team on proper usage and maintenance of the machine
• Prepared maintenance reports on a daily, weekly, monthly, and yearly basis.

• Schedule & supervise preventive mechanical, electrical & plumbing maintenance of facility
• Efficiently communicated daily and monthly updates on site maintenance tasks and expenses to the Regional Manager.
• Sourced and purchased essential tools, equipment, consumables, and spare parts from various suppliers.
• Managed consumable inventory for maintenance teams, optimizing stock levels to support smooth operations.
• Enhanced site safety by conducting regular inspections and enforcing strict adherence to safety protocols.

• Acquired Training in following departments at Jeddah Hilton
• Food & Beverages – Minibar
• Purchasing
• Front Office
• Other Trainings
• Telephone Techniques
• Personal hygiene & grooming
• Next Step on the journey (1 to 4).