SEGAWA TWAHA
NOKIA CARE Service Center Manager at Simba Telecom Limited- Claim this Profile
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Topline Score
Bio
Credentials
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diplomas for Nokia and lumia phones
lumia devices
Experience
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Simba Telecom Limited
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Uganda
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Retail
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1 - 100 Employee
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NOKIA CARE Service Center Manager
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Apr 2021 - Present
Managing staff performance and monitoring the efficiency of service operations to provide the highest customer satisfaction according to business functions and requirements. Role: •Looked after the maintenance of the sophisticated instruments in the Testing and Repairing Centre for giving quality services confirming to ISO-9001 standards •Acted as Escalation Point for Centres and internal organization to address services issues raised •Coordinated with company senior service engineers for technical update and service tips •Resolved customer’s grievances of high profile and walk-in customers to foster trust and long-term relationship with the organization and deliver clients the best service of brand Nokia, Samsung etc •Provided technical expertise and delivered support to other Engineers, Assistants and Subordinates to build a competent and committed staff. •Carry out testing, repair and maintenance tasks on faulty NOKIA handsets with an objective of generating revenue for the company and, most of all, achieving customer satisfaction. Testing and Repair Centre •Carry out testing, repair and maintenance tasks on faulty NOKIA handsets with an objective of Co-coordinating the technical team to ensure that repair and service standards are met. Carries out simple mechanical repairs and update/ upgrade of mobile phone software. • Checking of device’s warranty and blacklisting status based on serial number (IMEI). • Providing „expert opinion“(Liquid damage, product dropped, used no NOKIA ok mobile, enhancement product). • Repair/exchange of mechanical and electromechanical defects/ parts where soldering and tuning is not required. • SW updates/ upgrade for all products released for level 1&2. • Mobile enhancement product replacement according to Nokia guidelines. • Unit exchange according to Nokia Swap guidelines. • Spare parts ordering from Nokia using Nokia specified order processes and tools. Show less
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Midcom
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United States
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Staffing and Recruiting
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1 - 100 Employee
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L-3 Engineer
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Mar 2006 - Mar 2022
Testing and Repair Centre Engineer •Carry out testing, repair and maintenance tasks on faulty NOKIA handsets with an objective of generating revenue for the company and, most of all, achieving customer satisfaction. Co-coordinating the technical team to ensure that repair and service standards are met. This includes organizing weekly training Sessions to all service center staff In charge of the service center’s hardware repairs in addition to taking care of the sophisticated repair tools and equipment. Carries out simple mechanical repairs and update/ upgrade of mobile phone software. • Checking of device’s warranty and blacklisting status based on serial number (IMEI). • Failure analysis (user-/usage fault, network fault/ -problem, unit HW-/ SW fault). • Providing „expert opinion“(Liquid damage, product dropped, used no NOKIA ok mobile, enhancement product). • Repair/exchange of mechanical and electromechanical defects/ parts where soldering and tuning is not required. • SW updates/ upgrade for all products released for level 1. • Mobile enhancement product replacement according to Nokia guidelines. • Unit exchange according to Nokia Swap guidelines. • Spare parts ordering from Nokia using Nokia specified order processes and tools. .Improve on self MC diagnosis & repair skill & develop repair tips guide to improve service skill Carries out all repairs, which do not require tunings after repair activity. Responsibilities: • Repair of simple electrical defects, which do not require tunings. • Change of electromechanical parts where soldering is required. • Performing HW updates, which don’t require tunings (RF part) afterwards. • RX/TX including tuning • Any service bulletin specifying the repair as a level 2.5 repair. Testing and Repair Centre Engineer •Carry out testing, repair and maintenance tasks on faulty NOKIA handsets with an objective of generating revenue for the company and, most of all, achieving customer satisfaction. Show less
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Engneer
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Jan 2000 - Apr 2006
working with as an mobile phone Engneer with the service provider MTN Uganda customer care centers like Shoprite lugogo Shoprite benkiwanuka, MTN head office At UDB towers. working with as an mobile phone Engneer with the service provider MTN Uganda customer care centers like Shoprite lugogo Shoprite benkiwanuka, MTN head office At UDB towers.
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Engeneer
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Jan 2000 - Feb 2006
repairing different mobile hand sets like Samsung, LG, BLACKBERRY,ALCATEL, SONY,NOKIA, HTC repairing different mobile hand sets like Samsung, LG, BLACKBERRY,ALCATEL, SONY,NOKIA, HTC
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Education
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1998 - 2000
Kyambogo University
Community
