Ahammed Najeeb
Assistant Manager Service
Bangalore
Summary
Motivated and goal-oriented Assistant Service Manager, offering 12 years of expertise in field engineering and technical support within the pharmaceutical industry. Recognized for driving revenue growth and providing exceptional customer service. Skilled in installation qualification (IQ), operation qualification (OQ), and validation, ensuring compliance with Good Manufacturing Practices (GMP). Proficient in problem-solving, project management, and cultivating enduring client relationships. Adaptable to fast-paced environments, consistently exceeding targets by quickly adapting to changing priorities.
Overview
14
14
years of professional experience
10
10
years of post-secondary education
4
4
Certifications
Work History
Bangalore
- 3 issues or service-related matters
- Effective communication with team members, superiors, and customers is also essential.
Assitant manager Service
Biogentek BG I Pvt Ltd
Bangalore
09.2022 - Current
- Team supervision:Assisting in the management and supervision of the service team, including assigning tasks, providing guidance, and technical support
- Service quality and customer satisfaction: Ensuring that service standards are met or exceeded, and that customers receive high-quality service
- This involves monitoring customer feedback, addressing any complaints or issues, and implementing improvements to enhance customer satisfaction
- Process improvement: Identifying areas for improvement within the service department and implementing strategies to optimize processes, enhance productivity, and reduce costs
- GMP compliance: Ensuring adherence to Good Manufacturing Practices (GMP) or any relevant industry regulations or standards
- This involves monitoring and enforcing compliance, conducting regular audits, and implementing corrective actions as needed
- Training and development: Assisting in the training and development of service team members, including conducting performance evaluations, providing coaching or mentoring, and identifying training needs to enhance the team's skills and knowledge
- Service contract management: Monitoring and managing service contracts with customers, ensuring timely renewals, and identifying opportunities for contract expansions or upsells
- Customer retention and loyalty: Developing strategies and initiatives to enhance customer loyalty and retention
- This can include implementing customer satisfaction programs, creating personalized offers or incentives, and nurturing long-term customer relationships
- Identifying new business opportunities: Collaborating with the sales team to identify potential new business opportunities within the existing customer base or through referrals
- This can involve actively seeking out customer feedback, understanding their evolving needs, and exploring ways to expand the range of services provided
- Pricing and profitability analysis: Assisting in pricing strategies and conducting profitability analysis to ensure that service offerings are appropriately priced to maximize revenue while maintaining competitiveness
- Collaboration and communication: Collaborating with other departments or teams, such as sales, principal companies, or logistics, to ensure smooth coordination and efficient resolution of customer
Senior Service Engineer
Biogentek BG I Pvt Ltd
Bangalore
08.2017 - 09.2022
- Oversee and guide all activities of the Service team
- Perform responsibilities of installing; commissioning and repairing electronics and electro mechanical equipment’s, system integration using Ethernet, any bus etc at customer site
- Perform installation qualification (IQ), operational qualification (OQ) and site calibration of the machine
- Support the user in performing Process qualification (PQ)of the installed machine
- Provide technical consulting during contract renewal discussions and sales discussion
- Lead Customer Expectation management as part of escalation process
- Build and maintain strong relationship to the customer and handle the tasks of providing service/Application support to customers
- Manage major/complex and strategic accounts
- Impact though the expertise, quality of service and influence of advice
- Responsible for solving issues by following up on a priority basis and maintain proper communication channel to achieve customer satisfaction
- Advice and support GMP customers in corrective action and preventive action (CAPA) documentation, when problem identified
- Demonstrate ownership in difficult circumstances and apply effective priority management in multiple event scenario
- Prepare Documents for installation qualification and operational qualification
- Assist other service engineers/team members in the organization in various after sales activities and trouble shooting
- Train customers in using installed equipment as well as provide demonstration of equipment
- Responsible for the identification and resolution of customer issues, formulating effective service delivery plans, and then following through to produce the proper service activity documentation in a timely manner
- Take part in FAT, SAT Execution
- Preparing AMC contract with clients and provide technical consultation to reduce the down time of the machine
- Provide technical assistance to dealer technicians and customers through our case file system, phone calls, and/or field visits to the dealer/customer.
Service Engineer
Biogentek BG (I) Pvt Ltd
Bangalore
02.2011 - 08.2017
- Responsible for solving issues by following up on a priority basis and maintain proper communication channel to achieve customer satisfaction
- Perform responsibilities of installing; commissioning and repairing electronics and electro mechanical equipment’s
- Interprets maintenance manuals, schematics, and wiring diagrams, and repairs equipment, utilizing knowledge of electronics and using standard test instruments and hand tools
- Responsible for conducting preventive maintenance of the installed equipment on customer site
- Perform the tasks of assisting customers in using laboratory equipment as well as provide demonstration of it
- Preparing AMC contract with our Clients and give services
- Handle the tasks of providing service/Application support to customers and services to meet customer satisfaction
- Handling Bioreactors, shaker incubators, lyophilizes, like laboratory research equipment
- Handling PID&PLC controlled equipment’s, system integration using CAN, Ethernet, Modbus RTU, Profinet,
- Profibus DP V etc
- At customer site
- 2/, Other language(s):
- English
- LISTENING B2 READING B2 WRITING C1
- SPOKEN PRODUCTION C1 SPOKEN INTERACTION C1
- Hindi
- LISTENING B2 READING A1 WRITING A1
- SPOKEN PRODUCTION B2 SPOKEN INTERACTION B2
- Kannada
- LISTENING A2 READING A1 WRITING A1
- SPOKEN PRODUCTION B1 SPOKEN INTERACTION B1
Service Engineer
Mehta Cad Cam Pvt Ltd
Bangalore
10.2009 - 11.2010
- Country: India
- Installation, repairing and maintenance of electrical and electronic related equipment through the coordination of maintenance teams
- Compiles with constitutional and company policies, standards, and procedures in respect of health, quality, safety and environment
- Give feedback to vendors and engineers to contribute to the non-stop improvement of test procedures and manufactured equipment.
Education
Engineering Diploma - Electronics And Communication Engineering
State Board Of Technical Examination, KMCT
Calicut Kerala India 09.2006 - 03.2011
Highere Secondery Examination+2 - Science
IKTHSS
Malappuram Kerala, India 01.2004 - 04.2006
Secondery School Leaving Certificate SSLC -
PMSA VHSC
Chappanangadi Kerala ,India 01.2001 - 04.2004
Skills
Customer service Skill
Leadership Skill
Technical Expertise
Problem solving
Compliance and quality assurance
Project management
Adaptability
Equipment qualification and validation
Teamwork and collaboration
Analytical thinking
Customer relationship management
Certification
Commisioning and startup
Timeline
Labconco Product service training
05-2023
Assitant manager Service
Biogentek BG I Pvt Ltd
09.2022 - Current
Profibus onlione course
12-2021
Commisioning and startup
09-2020
Senior Service Engineer
Biogentek BG I Pvt Ltd
08.2017 - 09.2022
Kuhner AG product service training
10-2013
Service Engineer
Biogentek BG (I) Pvt Ltd
02.2011 - 08.2017
Service Engineer
Mehta Cad Cam Pvt Ltd
10.2009 - 11.2010
Engineering Diploma - Electronics And Communication Engineering
State Board Of Technical Examination, KMCT
09.2006 - 03.2011
Highere Secondery Examination+2 - Science
IKTHSS
01.2004 - 04.2006
Secondery School Leaving Certificate SSLC -
PMSA VHSC
01.2001 - 04.2004
Bangalore