Service Manager
Motrex Middle East - MME
Total years of experience :17 years, 8 Months
• Handing all technical issue related to navigator system in Middle East and Africa.
• Manage and establish field service installation projects at PDI and DIO locations.
• Responsible for ensuring the accuracy and warranty of all repair orders and return authorizations.
• Ensure product repair and technical support knowledge is transferred to the technical Service team.
• Present our new product feature and specification for Hyundai and KIA head quarter in MEA.
• Handing logistic part, storage quantity, shipment to clients and payment invoices.
• Writing report of new defective cases and escalated to our H.Q in South Korea.
• Design user technical manuals and share it with service centers.
• Regular communication and visit to our client to establish good relationship.
• Keep records for all our navigator models, defect type and history.
• Working closely with service centers to ensure pending tickets are completed on target time.
• Coordinate with spare parts departments regarding shipment and disruption to all service centers.
• Maintain, observe and keep service level and KPI as required to achieve the targets.
• Handling customers complaints and explain Samsung warranty and grantee policies.
• Update contact lists of all service centers located in GCC and shall with Samsung call center.
• Escalate some technical pending cases to HQ for investigations.
• Assisting call center agents by updating repair status of the units at service centers.
• Responsible for B2B service request from Government sector, schools and other projects in MEA.
• Forward sales request to concern department for all coming new sales order and business enquires.
Installation, commissioning, configuring and Diagnostics of GPS trackers and IVMS devices.
• Supporting, Managing and monitoring trackers and devices in NOC 24/7 on web tracker application.
• Testing GSM, GPS and satellite devices from Delorme, Iridium, Skywave, honeywell companies.
• Trouble shooting, investigating technical issues and writing technical reports.
• Liaise with our suppliers and service providers for matters that need to be escalated.
• Assisting and monitoring the Engineer remotely while doing installation on the field.
• Respond to panic alerts notification and inform concern persons for safety.
• Provide technical training for new staffs on CRM, Home appliances TV and mobile phones.
• Trouble shooting using remote access services to assist on TVs and GSM units.
• Assist the customers’ technically step by step over the phone, live chat and emails regarding Samsung products applications, features, technical issue, installation, trouble hooting and wireless connection.
• Escalating unresolved problems to HQ for more diagnose and research.
• Design list of technical FAQs to be uploaded on Samsung Web site.
• Answers inquiries by clarifying desired information; dealers, service centers locations and timing.
• Fulfills requests by completing transactions, creating and forwarding service requests.
• Maintains call center database by entering call history details and customers information on CRM.
• Trace and update repair units’ status with all service centers located within GCC region.
• Super visor of data entry staff and Team leader for staff registration in camps.
• Leading permanent and temporary project to be completed on target time and location.
• Managing, processing and verifications all refugees’ database details.
• Cooperate with other governmental and non-Governmental organizations Regarding humanitarian services like food and shelter distribution, medical and education service in camps for helping refugees.
• Coordinate with Canadian, US and EU embassies regarding visas, travel documents for refuges.
• Provide assistant at the airport with coordination with airport staff for VIP and refugees.
• Responsible for arranging medical checkup, vaccination and sent the result to the cost country.
• Dealing with international airline, tickets fairs for settlement and relocation programs.
Cisco certificated Network Professional
project management professional
• Installation of GPS devices on vehicles and personal security tracker.
Training Profile: RF and Cell planning, installation, commissioning and maintenance, GSM / GPRS / CDMA Architecture, BTS, BSC and MSC, Signaling, protocols Optimization. UTL Group – India Bangalore 2010. •Two days practical in fiber optic cables and installation BSNL - Regional Telecom Training Centre – India Maysor. •Two days practical exposure on GSM and CDMA Huawei and ZTE equipments.
Networking, router and Switch installation and trouble shooting.