Sr. Service Partner
Medtronic
Total years of experience :22 years, 5 Months
With patients’ safety and wellbeing is Medtronic’s main goal; I play an important role with our
distributors around the region, enabling them to better service customers in their areas and
ensure the quality of service they are offering. This is achieved through:
- Being the face of Medtronic and the first point of contact.
- Maintaining strong relationships with distributors and ensuring smooth operations.
- Serve our patients & partners and give them the highest level of support & partnership.
- Ensuring that Medtronic’s mission to alleviate pain, restore health, and extend life is fulfilled, putting
patients’ interest always first.
- Facilitating the delivery of their needs from training, information, spare parts & tools.
- Management of their warranty claims, ensuring they receive parts in time.
- Contract management and compliance follow-up.
- Corrective actions coordination and follow-up till closure.
- Issues resolution and escalation handling.
- Improvement management in distributors processes and performance.
Directed and oversaw the service department of the Dental Business Unit, collaborating with a diverse
array of industry-leading vendors and manufacturers across Radiology, Laser Devices, and Computed
Milling Machines.
- Oversaw and managed field service operations for the entire Business Unit.
- Developed and implemented the highest quality standards to ensure the best after-sales service
experience for customers and ensuring compliance with quality agreements and service contracts.
- Cultivated and maintained excellent relationships with customers, ensuring the highest level of
customer satisfaction.
- Continuously monitored and analyzed customers' experiences to identify areas for improvement to
implement necessary changes.
- Empowered team members to take ownership and foster a strong sense of commitment to their
work.
- Developed effective strategies and tools to minimize equipment downtime and optimize service
efficiency, 95% reduction in total machines and devices downtime.
- Ensured the team is equipped with the necessary tools and skills to perform their jobs to the best
of their abilities.
- Managed service agreements and sales, providing customers with premium services and driving
remarkable profit growth for the Business Unit (BU). In FY22, over achieved the target by 35%.
- Attained an impressive First Time Fix (FTF) rate of 97%.
Led and performed installation, commissioning, calibration, PPM, and maintenance activities for
Medtronic Electrosurgical units, vessel sealing generators, Smoke Evacuator, and Argon generators
in Central and Eastern regions of Saudi Arabia covering over 60 hospitals with more than 610 units.
Achievements:
• Contributed to develop the department’s plan to better serve our customers.
• Succeeded to land service contracts generating remarkable profit.
• Built strong solid relations with key customers which reflected positively on the business.
• Locally trained the customers’ service engineers to better maintain our units in their hospitals.
• Implemented a tracking and inspection system for Demo units.
• Succeeded to gain the customers’ trust and achieve customers’ satisfaction.
Carried out all installation and maintenance tasks for all models of TOSHIBA’s CT Scanners with
the support of three engineers and two technicians as their acting senior.
Highlights:
• Personally, installed over 13 CT scanners in hospitals and Radiology centers including 64,
16, 4 and single slice CT scanners.
• Scheduled and carried out PPM, maintenance, and calibration for all the CT scanners, Konica
Dry printers, and Medrad contrast injectors in my territory making sure that all machines are
running at their best.
• Was acting supervisor for 3 engineers to better utilize our time and efforts to better serve our
customers.
Achievements:
• Improved the quality of services the customers get, setting the standards for the rest of the
team through dedication, commitment, and professionalism.
Led a cross functional team of highly skilled technicians to inspect, perform corrective actions, and
handover and commissioning of various installed electrical measuring devices and instruments in
MIDOR petroleum refinery project to the client.
B.Sc.of Communication and Electronics Engineering