Martin Vich
Hamme
Summary
Services Development Specialist with 18 years of Volvo Truck, Renault Truck and Volvo Bus experience. In-depth knowledge of roadside assistance, provided by Volvo Action Service. Extensive knowledge of Service Contract management, especially on Towing Assistance and Towing Assistance Extended service offers. Onboarding and training employees. Effectively planning strategies to meet staff development requirements. Proficient in project management and detailed event planning - VAS Dealer of the year awards.
Overview
18
18
years of professional experience
Work History
Services Development Specialist
Volvo Trucks
03.2017 - Current
- I'm responsible for the project management of all new Service studies or introductions
- I actively contribute to the development and maintenance of service offers related to Roadside Assistance
- I deliver a monthly reporting and analysis related to the Towing Services
- I'm responsible for developing and maintaining operating procedures for the extended Roadside Assistance Service offers withing Volvo Action Service, Market Companies, dealers and external service providers
- I'm responsible for the proposal and management of external service providers to support Roadside Assistance requests not supported through the multiple branded dealer network
- I'm responsible for securing Service Level Agreements with all external service providers and monitoring the quality of the service provided
- When required I participate in Volvo Action Service Process and Operational meetings
- I actively contribute in organizing the annual Volvo Action Service Dealer of the Year Award events
- When required I train and coach new comers, either in Customer Support operations or in Services administration
Customer Support Advisor
Volvo Trucks
01.2007 - 03.2017
- I was managing breakdown cases all over Europe in various languages and handling essential information within the designated systems
- I was focusing on customer needs and following the defined breakdown process
- I was the key communicator between the parties involved in the breakdown and I was responsible in finding suitable solutions for the customers
- I was one of the main trainers for all new comers as well as team managers in the newly opened Uptime centre in Japan
- I was preparing materials and leading monthly MRM meetings with market representatives from the Central East region
Education
Graduation - Economy, Accounting, Marketing & Management
Private Business Academy And Business School (SOAŠ)
Liberec, Czech Republic05.2005
Skills
- Excellent Communication & Presentation skills
- Teamwork & Collaboration skills
- Customer focused
- Business Acumen
- Excellent Organizational skills
- Analytical mindset
- Change management
- Excellent networking skills
- Creativity & Problem solving
- Learning on the fly
- Excellent time management & planning skills
- Self driven
- Interpersonal skills
- Stress resistant
- Excellent Problem solving skills
- Critical thinking
- MS Office
- Speed typing
- Adaptability
- Service development
- Excellent negotiation skills
- Self confidence
- Monitoring and Evaluation
- Adaptive Learning
- Data Collection
- Training facilitation
Languages
English
Bilingual or Proficient (C2)
Czech
Bilingual or Proficient (C2)
Slovak
Bilingual or Proficient (C2)
Hungarian
Bilingual or Proficient (C2)
German
Intermediate (B1)
Russian
Elementary (A2)
Personal Information
- Title: Services Development Specialist
- Date of Birth: 01/10/1985
Hobbies
- Ice hockey (passive and active)
- Adventure fishing (sea fishing beyond the arctic circle)
- Music
- Reading
- Petrolhead (cars and trucks)
Timeline
Services Development Specialist
Volvo Trucks
03.2017 - Current
Customer Support Advisor
Volvo Trucks
01.2007 - 03.2017
Graduation - Economy, Accounting, Marketing & Management
Private Business Academy And Business School (SOAŠ)
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