Technical Account Manager
Apple
مجموع سنوات الخبرة :15 years, 2 أشهر
• Cultivated strategic relationships with key clients, serving as the primary technical point of contact and trusted advisor and align Apple solutions with their strategic business objectives.
• Identified opportunities for account expansion by keenly understanding clients evolving needs and introducing innovative Apple products or services to drive a business impact and maintain a long-term partnership.
• Led end-to-end project management of Apple solution implementations, ensuring flawless integration, timely delivery, and adherence to project scope.
• Provided insightful advice, and hands-on technical support for Apple customers on daily basis.
• Troubleshooting/ triage and repair all Apple products and provided swift resolution to customers technical problems.
• Successfully analyzed, designed, and executed tailored learning programs to enhance client engagement, training efectiveness, operational excellence
• Played a pivotal role as a mentor, fostering an innovative environment that facilitated knowledge sharing, and accelerated skill development across internal teams.
• Led vehicles operations control and monitoring through advanced control system.
• Developed and implemented a comprehensive validation plan to ensure robust field performance of fleet for diferent cities in KSA.
• Provided operational management information through reporting, by designing process definition, collecting and analyzing data using diferent reporting system.
• Developed vehicles operational plans on the control system according to requirements.
• Identified areas of improvement in control system and assisted in implementing solutions.
• Performed HW/SW solutions necessary testing in order to meet products design.
• Took ownership of technical issues resolution and worked with development teams to report and resolve issues.
• Participated in providing products training to customers as required.
• Ran research, diagnosed, and identified solutions to resolve customer issues.
• Handled customers queries about diferent features and capabilities of Nattiqs products.
• Improved integrated Quality Assurance Management System through store visits, ongoing review of process, recommending improvements and ensuring a consistent point of reference to maintain expected quality standards.
• Completed store quality reviews for retail stores which includes process inspections in all stores in UAE, Kuwait, and Bahrain.
• Participated in developing and maintaining policies and procedures Standard Operating Procedures (SOP), to ensure company meets organizational and regulatory standards for proper function, safety, quality, and consumer acceptance.
• Led improvement projects and initiatives identified through surveys, customer complaints, conducting audits, that continuously improve the processes, systems, staf motivation levels and the work environment.
• Performed trend study and root cause analyses of the data that are gathered from various process/ performance measurements and statistics of incidents and recommended corrective and preventive actions.
• Led engineering HW testing process in the Middle East, including:
• HW development testing: execute test procedures for each HW release to debug and ensure that design specifications are met; report HW failures & follow up through resolution in next releases.
• HMI testing: execute validation procedures for Arabic Speech Engine, Arabic translations and HMI layout, to ensure a quality output that meets customer expectations.
• Completed GSM/GPRS field testing and validating OnStar system in 6 GCC countries, until the system approval obtained.
• Planed field testing activities of OnStar HW in vehicles for diferent cycles according to program time frame.
• Designed and developed test case outlines and test procedures for the
tracking system and any new features
• Ensured proper functionality and services of OnStar device with diferent vehicle radio models, using diferent SWs like QXDM and OCCSim.
• Gathered, interpreted, and analyzed complex data after each testing cycle
• Support the development of training documents and workshops to introduce new employees to OnStar system, including both overall training for cross functional teams and in-depth training for engineering department new employees.
• Implemented new OnStar capabilities, services, features, and technologies.
• Drove Mobile phone software integration into diferent stages of development and followed up with diferent teams to eliminate issues until product is ship authorized.
• Managed technical issues resolution projects by working with diferent teams like engineering development teams.
• Led products Type Approval process with local authorities in diferent countries in MENA, and led portfolios Localization.
• Led new products technical trainings for front line salesmen, partners and merchandisers by holding regular training sessions to provide them with required product technical background and knowledge.
• Establishing a strategic relationship with carriers including occasional onsite visits (KSA, Jordan), and was the key point of contact for carriers in MENA.
• Communicated with third party SW vendors to develop localized applications.
• Field-tested diferent wireless technologies (GSM, CDMA, and LTE) in MENA, to ensure product quality according to Motorolas quality standards and guidelines.
• Worked with diferent SW provider teams internationally and Products Engineers to report HW/ SW failures & followed up through resolution in next releases
• Performed mobile phones automated drive tests to check phone-network compatibility, and ran a field drive test in diferent countries (UAE-GSM/GPRS and Yemen-CDMA).
• Prepared and ran mobile devices drive test process in Yemen to enhance Mobile devices performance.