Regional Telecom Engineering Manager
Mobiserve Holding
Total years of experience :22 years, 3 Months
I had been chosen to play the main role for South Sudan subsidiary since Dec. 2011 my role and duties were not limited to, chose the team work, negotiate the subcontractors (telecom, Civil and cars) for pricing and payments terms, chose the suppliers, carryout the work, follow the revenues, invoices collection, and expand the work size. Study new opportunity with new client. That’s plus to my role as regional engineering manager which was:
Support the Engineering operation in all subsidiaries (Africa and Asia).
Managing the new bidding for Telecom and fiber projects.
Reviewing the cost optimization and the working in progress percentage across the subsidiaries.
Monitor projects head count based on budget approved and work volume.
Assess the possibility of operating in new area through actual market study.
Reviewing accomplished sites versus the budget on monthly bases.
Study and evaluate the new opportunities with the clients (Current and new).
Support the commercial teams in all the subsidiaries to achieve its commercial goals.
Insure that the Target approved Revenues and EBTIDA Achieve.
Review the Zero budgets with every subsidiary to meet the company requirements and goals.
My responsibility was, set the work structure for the operation and sales departments chose the project managers chose the suitable subcontractors which accept our payments terms, kick off strategy based on the type of project. Chose the main suppliers (Cables, connectors, civil, fiber materials, testing tools, renting equipment’s)
Manage the operation activities according to the Project Implementation Schedule
Manage new projects Man-power and cost.
Manage and follow up project deliverables schedule.
Manage biding and pricing for new RFQ.
Manage sales team (materials and accessories) for current clients (Vodafone, Telecom Egypt, Etisalat, Ericsson and Huawei)
Manage Modernization projects with Ericsson-Vodafone (across Egypt)
Assess the opportunity to expand in Sudan and south Sudan with Ericsson.
Set the sales targets clients, revenue and growth margin.
Set the sales annual budget and review the achieved target in monthly bases.
Follow up the cost analysis per project to insure that the set margin achieved.
Quarterly budget and revenue meeting to insure that we are follow the set plan.
Customer meetings as per business need.
Monthly business review to the CEO (presentation included manpower, cost, revenue / project and expected growth margin)
Manage the Customer complaints and equipment’s repair and return activities outside the country, handle the change note materials which replace the defective in the system (request, receive, replace, and return the replacement to USA), collecting the Final acceptance certificate and submit to the finance dep. For collections.
In this role my duties included but were not limited to:
Supervise and lead the call center teams to handle customer complains.
Manage repair and return contracts (new projects, new equipment’s, new RSR contracts and ETC…)
Interface with Telecom Egypt O&M departments regarding system complaint.
Manage RS&R equipment’s in the repair centers outside Egypt.
Manage the requirements needed for the new Contracts.
Supervise and collect provisional and final acceptance for delivered projects.
Support the customers to manage the system problems (repeated and common) to close the open tickets.
Create and Manage new teams of customer service and cooperate with operation and maintenance team. Direct the system teams to the regular claims direct the outside teams to the main problems, update the software periodically to clear the major discovered problems, in this role my duties included but were not limited to:
Coordinate with the software team to Establish and manage a 16*7 system monitoring.
Interface with systems developers team to fix the customer major complain.
Transfer customer service knowledge to all teams.
Handle customer complains through call center system (fixing and clear compliant).
Weekly meeting with management team to discuss the system performance.
Manage systems hardware upgrades.
Interface with new installation schedule to add areas to the complaint system.
Supervise, develop and train the post sales team to perform the highest level of customer satisfaction. Chose the successful suppliers to join the company, in this role my duties included but were not limited to:
Customer Interface (Egypt) in regards to all Maintenance, RS&R, New Contracts issues.
Call the Suppliers for meeting in every new project launching to inform them with the new requirements.
Hold periodic meetings with customers, to discuss issues, final certificates and contracting related issues.
Interface with the repair centers in USA, Mexico, Australia and German to meet customer SLA.
Manage new spare parts contracts.
Manage RSR customer’s equipment’s based on SLA contract.
Insure that all Final Acceptance Certificates for all delivered projects are signed in time and collected.
Managing Hardware and Software upgrades projects contracts (equipment’s).
Provide Customer (Egypt, KSA, Kuwait, Algeria and Ghana) with the highest level of Customer support services. In this role my duties included but were not limited to:
Provide the customer with all the support all time, Maintenance and technical issues supported by customer technical support centers in Egypt, Netherlands and UK.
Complain Handling Service by Egypt first level maintenance Tier 1 and Tier 2, 3 in Netherlands and UK teams.
Emergency Support Service.
Final Acceptance testing with customer representatives to obtain final acceptance certificate and close out projects.
Professional complaints system 24*7 to support any kind of customer complaints.
Supervising RS&R teams in all the countries
In this position, I was assisting the customer in performing operation and maintenance activities for the 5ESS (Generic 5 Electronic Switching System). My duties included
Perform on Job Training for AT&T Implementation team and the customer O&M (Operation and Maintenance) engineers.
Represent AT&T in all meetings with the customer and the consultant during the implementation and warranty period.
Support and maintain an Automatic System for Performance Evaluation of the Network (ASPEN) system.
Interface with the international support group located in NSC Naperville Illinois.
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