Hazem Kenawy

• Grounds up experience in heavy equipment and commercial vehicles’ service and parts business, progressively maturing to a corporate role in operations with sole responsibility of end-to-end business operations including strategy, budgets, resources, infrastructure, facilities, goal setting, SOPs, people & performance, fiscal management, business delivery and CRM
• Experienced in business capability building in terms of facilities, systems, tools & HR development; business process reengineering to align with operating plan, benchmarking performances across operations, enhancing operating efficiency and organizational productivity to establish excellence in operations spurring all round qualitative and quantitative growth
• Deft at analyzing data to facilitate decision making in seamless transition of business, facilitating change, establishing controls on expenditures, optimizing utilization of manpower& resources, setting and administering inventory control, collecting & evaluating customer feedback to revisit CRM strategy, and coordinating joint marketing programs with principals
• Proven ability to manage strategy and operations of the service organization with sole accountability of performances in terms of customer care, technical service, service cost & quality, business development and customer satisfaction
• Champion implementation, management and improvement of legacy systems, business process and SOPs within the service organization; while ensuring adherence to company policies and standards, and maximizing productivity & efficiency
• Excellent ability to analyze effectiveness of customer-oriented operations, customer feedback, and design & implement tactical initiatives to bring about positive improvements in customer experience
• Ability to evaluate customer warranty claims and provide stipulated warranty service within the framework of warranty policy in close coordination with Principal, while ensuring judicious control of warranty cost
• Thoroughly conversant with technical architecture of various brands of heavy equipment (construction, material handling, off highway, cranes, etc.) and commercial vehicles coupled with hands on experience in technical service and troubleshooting
• Strong team player leading by example, steering tasks to desired results under defined deadlines, managing team performance through coaching/mentoring/training/problem solving/interpersonal interventions, efficiently expediting business interfaces and dependencies to remain on track, and creating a culture of best practices and holistic approach to business

Business Development Manager  | Jaidah Motors and Trading Company - Doha, Qatar 

Heading service operations of Heavy Equipment (HE) Division of Jaidah Motors, one of the largest Heavy Equipment suppliers in Qatar, with exclusive dealership of multiple franchises such as Komatsu construction and mining equipment, Komatsu Forklift, Bobcat compact machines, Link Belt Cranes, Palfinger, Altec, SANY, ISUZU Trucks, UD Trucks (Nissan Diesel), Astra Trucks, International Trucks, SAKAY road compactors, STILL forklift, Ingersoll-Rand compressor, Tennant cleaning machines.

Growth Path

• Jul’08 – Sep’09                           Workshop &Field Team Leader (HE)
• Oct’09 – Apr’14                          Workshop &Field Supervisor (HE)
• May’14 – Aug’21                        Service Manager(HE)
• Aug’21 – Present                        Business Development Manager (HE Aftersales)

 Current Job Profile

• Prepare & complete action plans, implement customer-service standards; resolve issues, identify customer service trends, determine system improvements, and implement changes
• Improve customer loyalty by continuously improving customer support and prompt resolution of issues
• Develop long range and annual plans with progress evaluation and reporting plans
• Lead the team to handle service operations, meeting operational standards, customer satisfaction, while achieving target revenue
• Spearhead Service Dept in planning day-to-day aftermarket service operations targeted to meet service objectives
• Define operational parameters & ensure strict adherence to them for achieving highest levels of operational efficiency
• Prepare budgets for service & parts vertical, and administer/control expenses for budgets compliance or saving
• Develop, implement and improve CRM activities (world class) to improve overall customer satisfaction index by proactively anticipating the changing needs and demands of the Customers
• Manage all service business KPIs, Sales, Expenses, Gross Profit, Net Profit and customer retention initiatives.
• Assess & recommend facility requirements, optimum manpower & Equipment in anticipation of the future business requirement
• Seek opportunities in improvement of operational systems, processes & policies in support of organizations mission, specifically, supporting better management reporting and information flow & management
• Establish service organization & work procedures for smooth flow of information & communication with other departments
• Identify potential business avenues, develop new service schemes and achieve pre-set revenue, collection & profitability targets
• Create & sustain dynamic environment that fosters development opportunities and augur performance of team members
• Build technical awareness and service execution capability of team to maintain or sustain service standards
• Mentor Service& Parts Department team members and enhancing their capabilities for sustainable success of the organization.
• Support staff in resolving customer complaints and providing appropriate coaching and mentoring
• Design & implement stringent systems/quality plans, ensure high standards at all stages of service operations, conduct systems audits to identify problem areas and find cost-effective alternative solutions
• Improve relations with key accounts by enhancing customer satisfaction matrices through improved service quality norms
• Maintain the highest Customer Service Index (CSI) rating by customers by prompt resolution of customer complaints
• Seek ways to increase market potential by meeting new clients, aftermarket service providers, fleet owners, rental Companies.
• Assess the current market trends in order to grab business opportunities for revenue growth
• Manage Spare Parts Business Plan implementation and ensure all organization Objectives and goals are achieved
• Monitor the Spare Parts KPI’s that are in place and improvise where necessary
• Implement & follow up the requisitions for spare parts & machinery supplies within the approved budgets that ensure on time delivery with the minimum costs for all items within purchasing cycle.
• Negotiate with suppliers, if needed, to get the most appropriate prices & conditions.
• Handle and settle any claims for any unaccepted items.
• Check all tenders and purchase orders documents' specifications for spare parts, materials, equipment’s, technical services and consultancy agreements.
• Determine replacement parts required, according to inspections of old parts, customer requests, or customers' descriptions of malfunctions.
• Monitoring of minimum stock level & total Inventory to ensure the spare parts inventory is adequate to meet the market requirements
• Keep tracks of obsolete parts and accessories in the display area that needs attention

Team Leader | Interdyne Corporation / US Army Corps of Engineers – Alexandria – Egypt Jan 2003 – Jun 2008 

Interdyne is an International Corporation specializing in project management, facilities support, repair, and construction services through contracts with the U.S. Government. In 2003, US Army Corps of Engineers awarded Interdyne the Operations and Maintenance (O&M) Contract in support of the Egyptian Military. This contract provided project management, procurement, spare parts, renovation, and engineering services to the Egyptian military.

Growth Path

• Jan’03 – Dec’03                          Senior Electrical Engineer
• Jan’04 – Jun’08                           Team Leader

Job Profile

• Perform preventive maintenance, install, repair, troubleshoot, and modify heavy equipment and machines electrical systems according to engineering instructions. Detect and diagnose equipment malfunction and locate failures. Dismantle defective machines, and equipment and install new or repaired parts and components, following specifications and blueprints.
•  Practically and supervisory repair, overhaul and perform preventive maintenance of the following:
  • Cranes (Terex – Link-Belt), Compressors (Ingersol Rand – Sullair), Platforms (JLG – Terex), Trucks (Mack), Vacuum Truck (International), Vacuum Sweeper Truck (Johnston), Fire Truck (International), Towing Tractor (FMC), various types of pumps and other heavy machinery.
  • Switchgears, PLC Control Systems, Circuit Control Panels, Converters (FCX), Welding Machines (Miller and Nilcoln) and other electrical control components and systems.
• Utilize equipment, and machines manuals, and schematics and consult with the manufacturers and suppliers to ensure high work efficiency. Communicate with operators to increase equipment, and machine reliability and functional efficiency.
• Organize and assign daily jobs to team members and audit to ensure that all work assigned is completed properly and meets the required specifications and standards. Determine the kind of tools and electrical spare parts needed to perform a job. Also, provide the team members with the technical supervision and back up, and technical assistance, support and guidance required to complete their work.
• Review all electrical technical submittals. Prepare the technical specifications, preventive maintenance routine, and standard operating procedures for equipment to the team members. Moreover, prepare technical monthly reports or related documentation to verify proper electrical equipment operation and efficiency.
• Organize and maintain an inventory of all electrical tools and equipment electrical spare parts. Prepare spare parts requisition.
• Perform all work in accordance with established safety procedures, rules, requirements and guidelines.

Bachelor Degree in Electrical Power and Machine Engineering - 2002