Office Printing Business Service and Training Manager
Xerox Egypt
Total years of experience :29 years, 5 Months
Xerox Egypt, Cairo
Office Printing Business Service and Training Manager June 2006 to Present
Responsibilities:
• Efficiently allocate incoming requests to the teams, prioritizing actions and monitoring Teams resources so that customer deadlines are met.
• Identify and highlight best practices in support management through continuous assessment, and feeding process and product recommendations to the higher management.
• Conduct performance appraisals for the teams, identifying weaknesses and offering coaching and mentoring in areas that requires it.
• Ensure that excellent performance is acknowledged and reasons for success are shared amongst the teams to the benefit of all.
• Compile reports on, numbers and types of request communicating findings to the Service management and to respond to any further requests for data that are required for analysis.
• Communicate and be the focal point for the dissemination of information from management to the team and vice versa.
• Work with the customer satisfaction Manager to implement service delivery requirements
• Conduct quality control checks and edit work if necessary, identifying and highlighting best practice for Support Team and sharing this with them.
• Ensure that knowledge management and data capture processes are adhered to by support Team, in order to issue reports and reuse existing information efficiency.
• Alert Logistics Management team of any supplier shortages and performance issues within the supply chain.
• Brief service issues to the concerned Managers and assist where needs be in the resolution process.
• Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term in adherence with Lean Six Sigma
• Manage six ASPs companies
• Manage to establish accurate finance system to deliver warranty value to the 18 Xerox ASPs. companies
Xerox Egypt, Cairo June 1990 till May 2006
Senior National Technical Specialist & Trainer
Responsibilities:
• Generate and provide specialist and / or administrative services which benefit the organization to a high level of both internal and external customer satisfaction
• Make sure that team be systematic and logical in the approach to decision making, insuring that all the necessary facts and information are available and accurate and the decision taken and acted upon is carefully considered
• Make sure that the variance in customer support is set to minimal
• Responsible Technically for new product test and launch to the market
• Manage people and process to achieve company require targets
• Manage cost through monthly analysis
• Responsible for recruitment cycle in service department.
• Cascade the technical information to xerox Egypt and middle east and north Africa countries (MEA) through technical seminars and training
• Attendance of all technical seminars and training and workshop in England, France, Holland and Canada on yearly bases and cascade that technical information to field force accordingly
• Escalating the technical problem to the 2nd level support centre in xerox Europe (Dublin and France) and follow up the problem till solved
• Conduct the technical training for the Monochrome and color office products and office printing business products (OPB) for Egypt and some of the other countries within the MEA region.
• Track all the new modifications and software upgrades for applying the latest updates for all machines.
• Working with the logistics department to optimize the stock level for the high frequency Service items and minimum stock of the spare parts and consumables to get a lower rate of down machines
• Review the (CSE) technical and service results performance and handling the Office & OPB MIF according to the number of machines verses the number of trained (CSE) . (customer service engineers)
• Providing a technical support to solve Monochrome and color office products technical problems 24/7 for Egypt and MEA region.
Xerox Egypt, Cairo
Senior Service Engineer Nov. 1985 till June 1990
• Service the Mono copiers, printers and faxes
• Give a big hand for my team to achieve the team results
• Responsible for refurbishing faxes and printers in Xerox IC
• Planning refurbish process and upgrading the Mono products
• Field accompaniment for new hired engineers
Xerox Egypt, Cairo
Service Engineer Nov. 1983 till Nov. 1985
B.Sc. Degree in Mechanical Engineering, faculty of Engineering, Assiut University