Ahmad Moufeed AlNajjar

Develop & maintain project plans and commit to given deadlines and
milestones.
• Perform Gap analysis sessions with clients, document all the
requirements and any new CR’s.
• Communicate with other departments when needed.
• Perform training sessions, implement client’s policies on Mena HRMS
to automate

Manage general activities related to maintaining products and
providing services
• Maintain and improves quality results by adhering to standards
and guidelines; recommending improved procedures.
• Support in Directing and overseeing Department’s financial and
budgetary activities
• Accomplish sales and organization KPIs by completing related
results as needed.
• Determine eligibility requests by comparing client information
to requirements.
• Establish and action policies by entering client information;
confirming pricing.
• Inform clients by explaining procedures; answering questions;
providing information.
• Maintain communication equipment by reporting problems.
• Update job knowledge by studying new product descriptions;
participating in educational opportunities.
• Establish and carry out departmental and organizational goals,
policies and procedures
• innovate by applying new technologies in the workplace
• Plan, prioritize, assign, and monitor all open work orders for
customer engineer.
• Perform escalation management activities which provide end
to end tracking for both field and customer.
• Monitoring and controlling all outstanding work orders within
specific geographical areas as assigned including resources and
parts.
• Scheduling appointments with security escorts or third party
service providers as required.
• Identifying and escalating to the team leader or the territory
manager, or the correct person, any situation that will cause
a work order to exceed the specific contractual response or fix
time.
• Working with other service coordinators when the movement
of engineers across territory boundaries is necessary to fill any
skill or resource shortfall.
• Performing predefined start and end of day processes within
the call management.
• Maintaining effective and timely communication with
engineers.
• Obtaining regular progress updates for outstanding work
orders, and handling all messages that are required to be
transmitted to Customer Engineer within the territory.
• Providing a central point of communication for engineers and
handling any incoming telephone messages that may
require to be transmitted to the engineers within the territory.
• Utilizing information provided by territory managers to
maintain the current duty roster/ Customer Engineer schedule,
record all incidents relating to Customer Engineer availability.
• Escalating to the team leader and territory manager when
available Customer Engineer resource levels fall below the
determined specified limit and reporting daily records
regarding Customer Engineer availability and workload.
• Ensuring the correct and timely closure and completion of all
work orders.

Researching, designing, and writing new software
• Installing, supporting and maintaining existing software offered
by the company to existing and future clients.
• Constantly updating technical knowledge and skills by
attending in-house and/or external courses, reading manuals
and accessing new application.
• Creating technical specifications and test plans.
• Consulting clients / colleagues concerning the maintenance and
performance of software systems and asking question to obtain
information, clarify details, and implement information.