Mohamed Zahir Hussain Kambad Jafarulla Khan

Managing the service operations for Pan Oman

➢ Handling UTAX digital multifunctional B/W and Colour Copiers cum Printers, Scanners and FAX machines herein after called Machine.
➢ Handling Wide Format Printers and Scanners.
➢ Installation and commissioning the machines.
➢ Taking care of Printer Driver Installation for Windows, MAC and LINUX, and Network Scanner configuration for all the OS.
➢ One Point contact for one Major client, taking responsibility for the whole account's products and their transactions with us.
➢ Providing telephonic-service (voice support) to the customers, if customer in service contract.
➢ Strong participation in the company revenues like collecting Maintenance contracts, Spares and consumables revenue from Non contract customers.
➢ Actively contribute in suggestions to improve customer loyalty towards service.

JOB PROFILE: Role as a Customer Support Engineer covers up the following,

➢ Maintaining high volume MPS Clients on High level of customer appreciation.
➢ Handling digital multifunctional B/W and Colour Copiers cum Printers and Scanners (Document Readers and Cheque Readers) herein after called Machine.
➢ Installation, Maintenance & Repair the Machine in customer's location.
➢ Configuring the Machine as Scanner, Printer, Fax in customers environment, if it needs.
➢ Configuring the Machines in customer's network whether wired or Wireless environment.
➢ Installing and Managing the Document Solutions software
➢ Installing and updating the equipment driver software.
➢ Planning the PM calls on regular volume based as well as differed days based Machines.
➢ Planning the inventory (spares and consumables) for the warranty customers and customers under the service agreement.
➢ Working for higher contract penetration ratio.
➢ Achievements
✓ Maintain Customer Satisfaction Index level as High (9 and above) on consistently.
✓ Awarded Best Customer Support Engineer in Branch several times.

DESIGNATION: Senior Service Engineer.
JOB PROFILE: Role as a Senior Service Engineer covers up the following,

➢ Handling digital multifunctional B/W and colour copiers, DLP/ LCD PROJECTORS.
➢ Maintaining a MIF of 700 machines by direct team.
➢ Installation, Maintenance & Repair the Machine in customer's location.
➢ Configuring the Machine as Scanner, Printer, Fax in customers environment, if it needs.
➢ Installing networking functionalities in Customers site for configuring the Machine.
➢ Installing and updating the equipment driver software.
➢ Planning Preventive maintenance on monthly basis.
➢ Working to reduce repeat calls ratio.
➢ Co-ordinate peer engineers to avoid pending calls for the day end.
➢ Maintaining Contract Penetration up to high level.

JOB PROFILE: Servicing the digital photocopiers.
✓ Dismantling and reassembling (Re-Conditioned) the photocopiers.
✓ Install & Configure the digital photocopiers as network printer using TCP\IP protocol.
✓ Installing print servers.