Senior Technical Support Manager
Graphic International Centre LLC
Total years of experience :29 years, 8 Months
Joined as a Technician in 1999, at Abu Dhabi branch to handle Rex Rotary(Ricoh) MFP's, Dhale Shredders, A+K OHP projectors, Fellowes Binding machines.
Worked for two years and due to some personal reason, i have resigned my job in October, 200
Again in March 2001 - I joined back with GIC, as a Service engineer to handle the same task.
I got promoted as a Team leader in 2005 to focus more in Rex Rotary (Ricoh)MFP's only, and also to assist the team members on major break down calls.
The Company has promoted me as Asst. Technical Manager to handle Rex Rotary(Ricoh) technical team & Backing the team for technical support, Payment collections, attending escalation breakdown calls.
Promoted as a Technical Manager in April 2010 and got transferred to Dubai to handle the Dubai and northern emirates technical team. My responsibility was to forecast Spares and consumables, Attending Ricoh Trainings and sharing the training knowledge with Technical team, ensuring the customer complaints are attended with in the given SLA by maintaining the KPI’s, Handling Global Account customers.
Progressed closely with Sales team & formed 4 technical teams to handle customers within an hour response time and promoted 4 of my technical team colleagues as a team leader. Team leaders shares their technical knowledge’s with their team members to ensure that their customers MFPs down time is lesser than 5% & the Service revenue increased in an average 28% every year.
Promoted as a Senior Manager - Technical Support in 2014, the very latest news is GIC received best PPN award 2014 for service from Ricoh International. At present my responsibility is to attend regular quarterly service revive meeting with all global accounts, Initiating service improvements and managing the service implements, Monitoring customers satisfaction on periodically, managing the cost and revenue of contracts, managing risk regarding service levels.
Servicing Godrej, HP, Fax machines and Godrej electronic typewriter servicing, selling consumables - like fax rolls, typewriter ribbons, taking, renewing service contracts, collecting payments & servicing in-house PCB level repairs.
Installing and maintaining Dot Matrix printers (L&T - DAPR) and visiting all the Universities, Polytechnics, Engineering collages on regular basis to repair the Microprocessor training Kits, Forwarding the sales enquiries to the regional sales team members