CARLOS FERNANDEZ LOPERENA

Miguel Hidalgo; México City

cafelomx@yahoo.com.mx; Tel: 55 1319 6035

Mechanical Electrical Engineer with more than 20 years in Automotive Industry with experience in different
areas (Aftersales, Training, Marketing Product Planning and Dealer Development). International working
experience OEM.

Objective:
Development knowledge and leadership in a team work environment, focused in company results and
customer satisfaction.

Professional Experience:

Universidad Nacional Autónoma de México

Professor of Electricity and Magnetism September 2022 - Actual

Solar Energy International

PhotoVoltaic Systems Certification September 2020 - Actual
Design and installation Certification program

KIA Motors México

Sales Training Manager April 2021 – Agto 2021
Responsible for Costumer Experience and sales process.
KPIs development (NPS, SSI, CSI)
Development sales and product training.

FCA Corporative
Training Manager 2014 – March 2020
Technical Instructor (Trainer) in all the different systems: Brake, Chassis, Engine and gear box
(power train), NVH diagnostic, HVAC, Airbag, Networks Communication CAN and electrical System
for factory engineers and dealers technicians (Chrysler, Mitsubishi, Fiat, Hyundai brands).
Responsible for the development, planning and delivery of technical and product training, aimed at
the dealer network (Sales and After-Sales) and personnel of the different engineering departments.
Responsible for Costumer First dealer Certification (sales and aftersales departments); and dealer
corporative identity.
Certificated Pre-Owned (CPO), methods, process, training and sales objectives.
Balance Scorecard reports meetings with the dealers, to show the KPIs for the different departments

Achievements and Key Projects

• 100% of the dealer’s selection for Costumer First Certification obtained gold level.
• Dealers personnel (330 commercial and 115 technicians) completed training formation
• All dealers improve customer satisfaction average 10% (CSI, FFV, SSI)
Marketing and Product Planning Manager June 2012- 2014
Responsible for defining the competitive landscape, understanding specific competitor attributes and
defining customer data such as demographics, purchase/rejection reasons and transferring this
knowledge in conjunction with the brand objectives into product attributes/features. (Brands: Dodge,
Hyundai, Fiat and Mitsubishi ASX, New Outlander and Mirage). Analyze the customer’s behavior
establishing the vehicle's content according to market trends as well as the competitive set and
Chrysler showroom. Ensure vehicle definition metrics are appropriate, clearly identified, and reviewed
according to Corporate’s program milestones. Responsible for ensuring an appropriate business case
is attained (right product showroom, content step up and MSRP prices). Responsible for the product
correctness review for external communication, PR, Sales and training materials and supporting
production launch and market launch activities.

Technical Advisor June 2010- July 2012

Technical Support in all Systems: Brake, Chassis, Engine and gear box (propulsion system), NVH
diagnostic, HVAC, Airbag, Communication and electrical System and Warranty authorization for
Chrysler, Mitsubishi, Fiat, Hyundai brands.
Management technical information and recalls
Dealer results management (Balance score card measures, customer satisfaction Index ICS)
Dealer net monthly meetings coordination (sales and aftersales) to inform the headquarter activities
and objectives.
Achievements and Key Projects
• Elaboration of Internet Web page to dealer net (Data base information, Manual service, Programs,
Calibrations) and share information.
• Recalls 85% done.
• Development of Technical assistance platform (internet tool), decreasing the technical support
time answer.

Renault Corporative
Field Engineer 2005 - 2010
Marketing Aftersales 2010
Technical Expertise (México-Central America) 2006-2010
Technical Support (México-Central America) 2005-2006
Achievements and Key Projects
• Support visits to dealer net workshops, diagnostic and give solutions of the complex cases (in
which they had exhausted all their resources) with 100% effectiveness in all systems (Brake,
Chassis, Engine and gear box (propulsion system), NVH diagnostic, HVAC, Airbag, Communication
and electrical) and generate the root case failure analysis report for engineer- supplier team.
• Technic Expertise Certification from Head office (France)
• Renault representative to critical cases and customer care relationship support (civil demands,
PROFECO, etc.) with 90% customer satisfaction and 100% of the cases without a second stage.
• Process and method development for special cases or critical customers’ complaints in Mexico
and Center America.
• Wholesale Sales department support with 250 units per client.
• Due the good results, Head Office (France) give us the management of Technical Support Center
America.
• Development of technical bulletins for the • Training development for the new communications
methods and process (ACTIS) between the dealer net and aftersales warranty and technical
support.
• Answer times to the dealer net: Less than 1hr 70% for technical support
Less than 1hr, 80% for warranty authorization.
• Regionals meetings 100% of the country.
• National Returns for bad reparation decreasing 12.5% to 3.7%, decreasing the warranty expenses
35%
Workshop foreman 2002 - 2005
Renault Dealer
Achievements and Key Projects
• The best car flow to the workshop in the country (45 cars per day).
• The best diagnostic and quality reparations in all Systems (Brake, Chassis, Engine and gear box
(propulsion system), NVH diagnostic, HVAC, Airbag, Communication and electrical, less than 5% of
returns)
• 100% of the warranty requests

BMW Dealer
Technician 2001 - 2002
Workshop service and reparation in all systems

SAE American Society Engineering (UNAM)

Trainer 2001 - 2002

Academic Background:
1994-1999 Mechanical Engineer UNAM
1999-2000 Technical Automotive ICIC
1999-2000 English School (ESL-Business) WTC (Canada)
Languages:
French 60%
English 80%
Academic Training (2002-2014):
Chrysler Detroit.- Engine - Gear Box (propulsion), HVAC, Chassis and Brake Systems.
Techno center France.- Diesel and gasoline engines, Diagnostic and multiplex systems. Brake
Systems, CVT gear box, HVAC, Expertise technic, International methods.
Renault Madrid.- Diagnostic, Fire Analysis, Airbag Systems.
Renault Belgic.- Technical support Management and Training
IXEL Mexico.- Paint fails and paint process.
Liceo Franco Mexicano.- Chassis and direction systems
CISE Electronics CORP.- Electronics, Injection computers programming.
Tec. de Monterrey.- Effective communication, Leadership Negotiation Time management.