Manager – Equipment Maintenance & Services
Datalink
Total years of experience :16 years, 4 Months
Responsible to manage Kingdom wide services operations.
Responding to issues such as service inquiries, problem resolution, and retaining accounts.
Handling customer’s escalations and customer’s complains.
Writing reports and business correspondence.
Formulation of SOPs.
Managing customer expectations.
Quickly researching and investigating issues that concern a customer.
Managing customer services team, processes, and polices.
Implement processes to achieve constant improvement for current and future operational requirements.
Preparing daily, weekly and monthly reports for top management.
Assessment of team’s operational performance against set targets.
Formation of efficient supply chain strategy.
Responsible to work with top management and project team for timely projects deliveries.
Peoples Management i.e. Logistics, warehouse, and OP team.
Freight Forwarding for import and export shipments.
Nationwide logistics operations.
Constitution of customized procurement proposals with the coordination of top management.
Cost efficient procurement and order processing.
Introduction of new suppliers, vendors and contractor in business.
Assist sales and business team for pre-sales and marketing services i.e. demos of products, road shows, seminar etc.
Analytical comparison of BOQs and CTO reports.
Scrutiny of submitted proposal from suppliers on the basis of pricing, delivery time and payment terms.
Formulation of RFPs with the coordination of senior management. Submission and follow-ups with suppliers or manufacturers for RMA’s claim.
Management of data for ongoing and completed projects.
Monitoring of KPIs and implementation of best practices.
Construction of SOPs, work flow and hierarchy methods.
Amenable for Corporate Communications to increase awareness and responsibilities of supply chain services.
Managed a team of more than thirty engineers and operation’s team.
Responsible for complain resolution as per agreed TAT Banking, Power, Solar and enterprise solution divisions.
Management of rework department, and ensure maximum refurbishment of faulty parts.
100% achievement of preventive maintenance targets for banking and power divisions.
First level training for customers.
Frequent interaction with customers.
Resource planning by induction of new territories and engineers.
Supervision of back office tasks i.e billings, budgeting and other expenses of team.
Key account management of valuable customers.
Performance evaluation of team, and analytical reporting to top management.
Development of cost reduction strategies with the collaboration of technical team.
Managed three data centers BAF, FFBL, Trans world Karachi as per SLA
Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
Provide continual evaluation of processes and procedures.
Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
Provide statistical and performance feedback and coaching on a regular basis to each team member.
Write and administer performance reviews for skill improvement.
Ensure employees have appropriate training and other resources to perform their jobs.
Respond to and resolve employee relations issues expressed by team members.
Responsible for performance evaluation of officers as per predefined quality parameters in order to ensure that customers should have been provided complete and concrete information in persuasive manners as per customer’s desire.
Three months internship in PIA.