SAP
Hi, I’m
ASHOKKUMAR A
FIELD SUPPORT ENGINEER
Summary
Experienced Customer Support Engineer with over 8 years of expertise in the medical device industry, specializing in critical care medical equipment and devices. Proven ability to manage and resolve complex technical issues, deliver exceptional customer service, and streamline supply chain operations. Skilled in SAP, MS Office, and vendor management. Known for strong problem-solving capabilities, effective communication, and a proactive approach to enhancing operational efficiency and customer satisfaction.
Overview
8
years of professional experience
4
years of post-secondary education
2
Languages
Work History
BPL Medical Technologies
Senior Service Engineer
11.2019 - Current
Job overview
- Installation of machineries like Fixed & mobile X-Ray, C - Arm, Ventilators, Anesthesia Workstations, Ultra-Sound Machines and Treadmill Systems by providing technical demonstrations
- Monitoring customer installations for product portfolio within assigned region to improve the customer satisfaction and maintain customer relationship
- Ensuring for proper working conditions for the delivered machineries by direct visit on periodical intervals
- Fixing the manufacturing and service-related issues whenever raised within the TAT
- Expertise in Salesforce CRM, and documentation
- Achieved targets around 1.5 Crores by Business continuity plan
- Sourcing for Annual maintenance Contracts over service calls after the warranty period.
- Achieved customer satisfaction with timely resolution of technical issues and clear communication.
- Established strong relationships with clients by providing exceptional service, leading to repeat business and referrals.
Bio - med Systems
Customer Service Executive
01.2019 - 10.2019
Job overview
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
Treata Healthcare
Service Engineer
05.2018 - 12.2018
Job overview
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
- Tested and checked performance of hardware and software programs.
- Reduced equipment downtime by performing regular maintenance checks and implementing preventive measures.
Trimline Medical systems
Service Engineer
10.2017 - 05.2018
Job overview
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
- Reduced equipment downtime by performing regular maintenance checks and implementing preventive measures.
- Contributed to company growth by generating new business leads through positive word-of-mouth referrals from satisfied clients.
Keechery Medical Technologies
Customer Support Engineer
09.2016 - 09.2017
Job overview
- Acted as a liaison between customers and internal teams to ensure seamless handover during escalation or project-related support, ensuring customer satisfaction at all times.
- Answered incoming support inquiries via chat, phone and email.
- Contributed significantly to exceeding SLA targets consistently while maintaining high-quality service standards.
- Managed critical incidents effectively by coordinating with relevant stakeholders and providing timely updates to affected customers.
- Established a knowledge base of common issues, enabling faster resolutions and empowering customers with self-help resources.
Education
Anna University
B.E from Electrical and Electronics Engineering
05.2012 - 04.2016
University Overview
- GPA/CGPA 7.5
State Board
HSC from Biology
State Board
SSLC from General
Skills
Field service experience
Technical solution development
Maintenance Scheduling
Network configuration
Remote Support
Installations expertise
Equipment maintenance and repair
Instrumentation calibration
Otherexperiences
- Around 3 Years of experience in Installation, Maintenance and Technical Support for various equipment such as Ventilators, Anesthesia Work Station, ECG Machine, Multipara monitors, Defibrillators, X- Ray, C- arm and cautery Machines.
- Handled a team at Bio - Med Systems and ensured the coordination on work as a team lead.
- Acted as Executive for arranging the machinery spares in interaction with direct company team and accomplishing the needs.
- Repairing, servicing, trouble shooting in software using remote of all hospital-based equipment.
- Carried out the AMC/CMC contract analysis on profitability for revenue generation
- Improving Customer satisfaction through Technical Aspects by reducing the Breakdown Time and providing proper service.
- Expertise in Salesforce CRM such as, Customer code creation, sparepart claim and approval matrix, service calls and PMS management.
Languagefluency
- English - Fluent
- Tamil - Fluent
Extracurriculars
- Presented Project on Face Gesture Controlled Home Appliances and got consolation prize.
- Won First Prize for Project Competition at Hindustan Institute, Coimbatore.
- Completed Business English Certificate (Preliminary) with Level A2.
- Developed Prototype model of MPPT controller using Solar Panel.
Pastexperiences
- Bio - med Systems, Customer Service Executive, Salem, 01/01/19, 10/01/19
- Treata Healthcare, Service Engineer, Chennai, 05/01/18, 12/01/18
- Trimline Medical systems, Service Engineer, Chennai, 10/01/17, 05/01/18
- Keechery Medical Technologies, Customer Support Engineer, Chennai, 09/01/16, 09/01/17
Software
MS-OFFICE
Timeline
Senior Service Engineer
BPL Medical Technologies
11.2019 - Current
Customer Service Executive
Bio - med Systems
01.2019 - 10.2019
Service Engineer
Treata Healthcare
05.2018 - 12.2018
Service Engineer
Trimline Medical systems
10.2017 - 05.2018
Customer Support Engineer
Keechery Medical Technologies
09.2016 - 09.2017
Anna University
B.E from Electrical and Electronics Engineering
05.2012 - 04.2016
State Board
HSC from Biology
04.2012
State Board
SSLC from General
04.2010