Experience

• 

  Al Mulla Group

  • Kuwait
  • Holding Companies
  • 700 & Above Employee

  • Service Manager- Office Automation Solutions

    • Jan 2024 - Present

  • Field Service Manager- Office Automation Solutions at Al Mulla Group

    • Jan 2018 - Present

     Responsible for driving Field Service Operations for Konica Minolta, Sharp & OKI Product Range in Kuwait Geography. Handling a team of 21 Field Engineers, 3 Product Specialists, 2 Admin Executives to run the Business operations across the Territory which has appox. 6000 Devices installed at Customer sites. Responsible for driving Key Service Deliverables like Open calls, Response time, TAT, Fleet Uptime, Broken Calls & RCA across Business Streams. Responsible for achieving the set Revenue & GP targets for Monthly/Quarterly/Annually as set by management across Business Units within Service Department. Driving Service Modernization through different digital channels such as IPAD Application for Engineers & Mobile Application for End Customers. Designing, preparing BRD & closely working with IT Development team for System development for various new Modernization initiatives like Auto Call Delegation (GPS based call assigning & management). Driving Service Contract Penetration (Renewals & Warranty) through filed engineers & ensuring the department target is met. Focusing on FSMA conversion & On-call machines follow up to attain Revenue & high GP. Set-up engineer KPIs, monitor & prepares Flash reports on periodic basis. For low performing engineers, set-up improvement plans & work towards achieving company goals. MIS Reporting for all Service Related reports like High Calls, Repeat calls, High parts usage, Red Site machines, unbilled MIF, Print Volume reports. Arrange & consolidate technical inputs from field on any new issue arising, set-up strategy with technical heads to minimize the damage on such cases.

• 

  Xerox

  • Manager- Service Delivery

    • Jan 2015 - Jan 2018

     Responsible for managing Warranty Replacement & Validation for any Warranty claims across product lines. Preparation, Analysis & MIS for Key Service Deliverables like Open calls, Response time, Uptime, Broken Calls & RCA nationally across Business Streams. Driving Remote Connectivity, for Automatic Meter reads, Automatic Supplies Replenishment & Remote break-fix services.  Handling Service Partner Agreements & responsible for timely updation of same for Franchise fee billing & ASP Pay-outs, cross function coordination with Legal, signing authorities to close loop.  Investigate & validate the Warranty Claims from all ASPs (Authorized Service providers) across nation. Managing Warranty claims related to Equipment, Consumables & Accessories. Work in Oracle to initiate the claim in system & follow-up with multiple departments till End Customer is served with the solution. Responsible for achieving the set target for Monthly/Quarterly/Annually for total Warranty replacement value. Closely working with IM team for System development for various CSO Projects & process setup. MIS Reporting for Material Consumption against Monthly Plan. Daily Flash to control the consumption through Recuperated parts usage. Handling Escalation Management for Xerox Grievance cell "WeCare" to achieve SLA by cross functional coordination & close follow-up. Arrange & consolidate technical inputs from field on any new issue arising, set-up strategy with technical heads to minimize the warranty claims on such cases. Driving SSP Certification (Sales & Service Partners) based on the performance & minimum prescribed standards set by Xerox. Prepares the reports for their final certification based on level achieved.

  • Deputy Manager- Service Delivery

    • Aug 2012 - Dec 2014

• 

  Staples

  • Gurugram, Haryana, India

  • Associate Operation Manager - MPS

    • Dec 2010 - Aug 2012
    • Gurugram, Haryana, India

     Responsible for managing whole Service Operations for Managed Printing Services throughout the Northern region. Responsible for ensuring agreed Service delivery, handling Client Escalation & leading technical support team. Responsible for Managing Service partners in region and closely associated with them for service function.  Responsible for managing Service calls as per the SLA & tracking the same to create Service MIS for management. Responsible to ensure customer satisfaction by service delivery function & conducting C-SAT surveys as result capturing process. Visit to Customer sites, meeting with Key operations contacts to ensure smooth SLA & Service Process Implementation. Managing Installations, Scheduling PM, Managing inventory for Service Operations function. Providing Presales support on new deals (demo, recommendation, precaution), with consideration of sales result. Managing training for Distributor Technical team for new models (hardware + software)  Ensure to collect all required information for new products failure/Investigation on recurring breakdown.  To close any Customer service related issue within specified time & preventing escalations. Ensure to minimize the Customer Complains directly related to Engineer’s Job scope/Responsibility.. Assisting technical team in understanding the requirement of the customer by/and making the list of applications. Provide support & solutions in Billing Operations, if required.

• 

  Fujitsu

  • Gurgaon, India

  • Customer Support Engineer- Tech. Support

    • Aug 2008 - Nov 2010
    • Gurgaon, India

     Presales support on deals (demo, recommendation, precaution, etc), with consideration of sales result. Providing complete training for Distributor Technical team for new scanner models (hardware + software).  Ensure to collect all required information for RMA/Investigation/Support cases.  To close any Customer service related issue within specified time. To close any RMA claim within specified time with ensuring that the claim is genuine. To resolve any Technical support cases within specified time. Ensure to minimize the Customer Complains directly related to Engineer’s Job scope/Responsibility. To help engineers in understanding (and making the list of applications) requirement of the customer. To lead the Installation Team of engineers at Site (functionally).

• 

  Ricoh India Ltd

  • New Delhi, Delhi, India

  • Customer Support Engineer

    • Mar 2007 - Jul 2008
    • New Delhi, Delhi, India

     Installation, Servicing & Maintenance of heavy-duty network printers & high-speed scanners. Prepare & maintain all the reports as per company parameter such as (LOW RELIABILITY, CPC, MCBC, HIGH CALL, TDV track sheet etc.)  To submit the required technical reports to Head office and Service authorities. Liaised with the Corporate & Regional Associations to generate new leads for the company. Undertake Root cause analysis and need gap analysis and thereby develop plans to enhance customer satisfaction and focused approach towards reduction of customer complaint while handling the entire CR functions.

• 

  HCL Infosystems Ltd

  • Noida, Uttar Pradesh, India

  • Customer Support Engineer

    • Jun 2005 - Feb 2007
    • Noida, Uttar Pradesh, India

     Attained extensive experience in payment follow up & collections, products & maintenance contracts, installation, commissioning of multi function products, Copier, Fax, and Printer for customers. Identified & analyzed customer’s requirements by maintaining active & comprehensive conversation. Ensured customer issues are promptly addressed, documented and resolved in a timely and professional manner and passed them to correct channels. Established & used service level and response time objectives while planning and managing the service-level quality using the real-time management skills. Ensured smooth flow/service of information to customers for securing repeat business & long term customer loyalty. Formulated the strategic sales program, sales management involving a number of activities.