Technical Support EXECUTIVE
Sony Professional Solutions MEA FZ LLC
Total years of experience :33 years, 2 Months
Proposals for Global Service Level Agreement (SLA) for supporting major International Broadcasters to get their broadcast units in worldwide bureaus repaired under service contracts.
Development of International warranty scheme and management through Service scheme through Service/ Business partners.
Establishing special service schemes for customers in Africa region to support customers where there are not Authorised Dealers for Sony.
Mainly responsible for smooth incorporation of service business from South Africa, Pakistan and Russia into Middle East business
Negotiation skills and Crisis management: Very efficient in handling adamant customers and dealers by convincing them the point assertively maintaining the good rapport with them.
Warranty Cost management, failure ratio analysis and management reporting.
Developed Service Management Tool (SMT) in liaison with SONY IT team for calculation of Turnaround time for service jobs for 65 countries.
KPI calculation and reporting to Senior Management.
Developed “Remedy Relay” for SONY Authorised Service Dealers and train them to use Sony system to log in and manage service requests through Sony Systems.
Established procedures for various activities in service department and was in charge of ISO certification.
M/
courses: ISO 9002 Lead Auditor Course completed successfully with SGS Gulf Limited in liaison with SGS United Kingdom Limited. ISO internal Auditor Course completed successfully with Lloyds Register.