Abhishake Pandey

• Diagnosing and resolving technical issues related to hardware, software, and network systems.
• Providing step-by-step guidance to customers on troubleshooting techniques.
• Troubleshooting connectivity issues, operating system errors, and application bugs.
• Handling customer inquiries and providing timely resolutions to technical issues.
• Demonstrating empathy and patience when dealing with frustrated customers.
• Maintaining a high level of customer satisfaction through effective problem resolution.
• Continuously learning about new products and technologies to provide up-to-date support.
• Managing and escalating complex or unresolved issues to higher-tier support teams when necessary.
• Documenting customer concerns and troubleshooting steps for further follow-up.
• Utilizing call center software and ticketing systems (e.g. Genesys Cloud and Sales force and Omnichannel for chat) to track and resolve customer issues.
• Ensuring that all service requests are logged accurately and followed up on in a timely manner.
• Meeting performance metrics, including average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT).
• Participating in team meetings to share knowledge, identify process improvements, and enhance customer service.
• Providing remote assistance through remote desktop tools OSA( Online Screen Asist), phone, email, or chat to diagnose and resolve issues.
• Helping New Engineer in developing their techinical knowledge of all the Alcon Product.
• Demonstrates knowledge of EMC as per IEC 60601 both safety and immunity , EMI/EMC testing of medical devices in compliance with standards and regulations.
• Ensure compliance with HIPAA, HL7, and EHR/EMR and DICOM System.

• I look after Installation, Demonstration and Repair work of ophthalmology equipment’s
• Dedicated for cataract (Phaco) and VR (Retina) instruments made by Alcon
• Responsibility for Generating AMCs and CMCs
• Report my daily call visit’s in CRM (sales force)
• Coordinate with service team/Sales team and customers to solve the issues
• Good Troubleshooting skills in during faults
• Technical Escalation Increase the up-time of the product
• Use remote services effectively to fix the problems
• Generate Field Fault reports and failure analysis daily, weekly and monthly reporting
• Take Customer signature on Daily reports, FSR, Site work time record
• Provide Technical support for other region
• Preventive Maintenance, Service and Breakdown summary and event report
• OEM, Vendor, handling support, CSE’s for technical issue and parts management
• Area Covering Delhi, Haryana, Leh and Nepal

· Providing 24x7 onsite repair support for Computed Tomography (CT) Digital X-ray scanning systems for baggage scanning at Indira Gandhi international airport Delhi T-3 (INDIA).

· Performs scheduled preventive maintenance (PM) and daily maintenance.

· Installation and setting up the sold CT scan machine in India and Asia Pacific.

· Provide Technical support to Asia Pacific region for refurbishment projects.

· Routine check of CT tube, PSX tube. CT detector, LXDA detector, Carbon and silver brushes, Schleifring etc. for smooth operation of machines.

· Maintain Network server communication with BHS (Baggage Handling system) and other system units.

· Maintenance and troubleshooting of server related issues.

· Performs Daily IQ (Image Quality) tests to maintain Computed Tomography (CT) & Primary Digital Scanning X-ray images quality as per standard of BCAS (Bureau of Civil Aviation Security of India) and TSA (Transportation Security Administration of United States).

· To monitor and maintain a stock of frequently used critical spares of machines.

· To maintain a complete record of all machines installed and maintain installation & PM, breakdown and troubleshooting details.

· To increase after sales business by maintaining customer satisfaction.

· To check the offset and gain on weekly basis.

· Maintaining a good relationship with customer as well as Team members