Head - Support Services

• Sep 2003 - Present

Starting my career in this esteemed firm, I was inducted as a Service Engineer and worked up the ladder to be the Support Head at present. IDS being a peer in the construction industry, is all geared up to revolutionize and bring automation in the infrastructure industry in India and the SEA, and utilizing my skills in optimizing operations, revitalizing business, increasing efficiency, procedures, and systems, I have contributed to the company’s growth. Furthermore, I have been: • Leading the implementation of projects involving the installation & commissioning of electrical panels, as well as .NET/PLC - SCADA projects. • Creating system & testing scenarios for integration testing, unit testing, & user acceptance testing. • Accountable for onsite training to the users, at customers’ locations on the competent use of the product. • Spearheading the support team in addressing Level 1, 2, and 3 issues, proposing prompt solutions & minimizing downtime. • Managing all aspects of operations, including cost control, budgeting, forecasting, and generating revenue for the support division through services and spare parts supply. • Directing customer service & human resource management, which includes recruiting, selecting candidates, onboarding, & providing training. • My duties include planning schedules, providing guidance & support to new employees through counseling & mentoring, as well as effectively assigning tasks & outlining work profiles for each team member. • Offering customer support while commissioning systems at multiple locations concurrently, producing management information system (MIS) reports & reporting to senior management. • Instrumental in formulating strategies to enhance business by fostering positive customer relationships, conducting needs analysis, guiding teams towards achieving business objectives. • Proficient in managing large cross-functional teams, consisting of developers, QA professionals, business analysts, across various project sites. Show less