Customer Service Engineer
PACIFIC CONTROLS SYSTEM LLC
Total years of experience :15 years, 4 Months
April 2011 up to present Customer Service Engineer
PACIFIC CONTROLS SYSTEM LLC, Dubai, UAE
Managed Services - Global Command Control Center
• Monitoring of performance of facility assets using a software platform and follow pre-defined event
management processes for deviations from normal performance as per the agreed service levels.
• Day to-day handling of the processes supporting Managed Services business and Measurement & Verification
processes for facility management using platform.
• Responsible for initiating preventive and corrective plant and equipment maintenance.
• Monitor and manage performance of the software platform across stations and systems, and provide
feedback to engineering team for further enhancements.
• Interact regularly with clients to implement new and improved ways of managing facility assets to enhance
customer satisfaction.
• Delivering operational services in Global Command Control Center verticals such as Emirates Energy Star
(EES), Vehicle tracking system (VTS) and Managed Services.
• Participate in improvement training programs addressing the needs of Control Room Operations.
• Alarm Management, Alarm Monitoring/ Analysis, Alarm Reporting/ Escalation. Monitor alarm in real time base and ensure the safety and customer satisfaction 24/7.
• Provide offline engineering support to the site team during installation and integration of new sites.
• Generate daily, weekly and monthly reports for management and clients.
• Prepare working drawing for concept design and technical detailed drawings in AutoCad.
• Responsible for revising shop drawings and any commented drawings from the client.
Dubai Civil Defence
• Monitor life and safety alarms at DCD sites in real time and action as per the pre-defined alarm/event
management process.
• Work towards ensuring clients satisfaction on the overall project by meeting service levels, responding to queries and solving problems in timely manner.
• Mentor newly hired control room operators.
• Manage alarms using Operations Manager platform.
• Provides continuous process improvement feedback for the control room.
Monitoring of performance of facility assets using a software platform and follow pre-defined event management processes for deviations from normal performance as per the agreed service levels.
Interact regularly with clients to implement new and improved ways of managing facility assets to enhance customer satisfaction.
Generate daily, weekly and monthly reports for management and clients.
Prepare working drawing for concept design and technical detailed drawings in AutoCad.
January 2010 to April 2011 Sales Engineer
FLIK INDUSTRIES, INC., Philippines
• Searching for new clients who could benefit from your products in a designated region
• Persuading clients that a product or service will best satisfy their needs
• Calculating client quotations
• Negotiating tender and contract terms
• Negotiating and closing sales by agreeing terms and condition
• Offering after-sales support services
• Meeting regular sales targets
• Identifies current and future customer service requirements by establishing personal rapport with potential and actual customers and other persons in a position to understand service requirements. Provides product,
service, or equipment technical and engineering information by answering questions and requests.
• Establishes new accounts and services accounts by identifying potential customers; planning and organizing
sales call schedule.
• Determines improvements by analyzing cost-benefit ratios of equipment, supplies, or service applications in customer environment; engineering or proposing changes in equipment, processes, or use of materials or
services.
• Responsible for preparing for meetings and understanding differentiators between the company and its
competitors.
June 2007 to May 2008 Sales Executive
MANSFIELD INTERNATIONAL INC., Philippines
South Luzon Area
• Responsible for the achievement of sales and collection targets in assigned territories and the development of the territory's full sales potential.
• Maintaining and developing relationships with existing customers in person and via telephone calls and emails.
• Acting as a contact between a company and its existing and potential markets.
• Checking the quantities of goods on display and in stock.
• Gaining a clear understanding of customers' businesses and requirements.
• Attending team meeting and sharing best practice with colleagues.
Bachelor of Science in Agricultural Engineering Major in Farm Structure and Environmental Control Central Bicol State University of Agriculture, Philippines March 2009