Excel
Nilesh Panchal
Product Support Manager
Mumbai
Summary
Self-motivated Product Support Manager with 13+ years of comprehensive experience leading matrixed, cross-functional teams of engineers, designers and sales personnel to market innovative products to customers. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
5
5
Certifications
Work History
Product Support Manager
Glory Global Solutions
04.2021 - 04.2022
- Identified, troubleshoot, and analyse products hardware/firmware relate issues determining appropriate course of action with resolution objective
- Determined customers’ needs and desires by specifying research needed to obtain market information
- Managed and coordinated new release of firmware’s/templates and distribution of products
- Recommended changes, improvements, or enhancements in products to product development team based on customer feedback
- Worked in close collaboration with L3 teams,3rd party vendors and partners for the development indigenou Cash Deposit Machine
- Responsible for managing the product configuration database, testing, and quality control
- Provided various products training to 153 engineers for FY2021-2022
- Managed BRM-10 repair project of NCR India which includes sales warranty, repair warranty, inventory management & reporting. Increased revenue by 80% for FY 2021-2022
- Conducted BRM-10 repair training for Indonesia & Malaysia repair centre.
Product Specialist
Glory Global Solutions
04.2015 - 03.2021
- Continually expanded knowledge of product line
- Researched product's technical specifications and accurately communicated information
- Liaised between customers and manufacturing to design new product
- Trained and provided coaching to junior team members
- Created database of all equipment models and serial
- Numbers
- Assisted with demonstrations for products to showcase functionality
- Uploaded new software, rolled out updates and applied patches
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Helped streamline repair processes and update procedures for support action consistency.
Service Support Specialist
Glory Global Solutions
12.2011 - 03.2015
- Build up and maintained healthy relationship with customers, service providers and dealers
- Ensured positive client experience through high quality service
- Resolved complex issues escalated by customers
- Coordinated with product team to enhance current design and determined design problems of the products
- Supervised spare part repair activities
- Participated in continuous improvement by generating suggestions, engaging in problem solving activities to support teamwork.
Team Leader
Cashlink Global Systems
04.2010 - 09.2011
- Managed a team of 4 service engineers of Mumbai region
- Handled multivendor ATM and TCD machines maintenance operation across the region
- Provided 2nd line ATM maintenance, conversions, field upgrades, installations, relocations etc
- Meticulously handled regular preventive maintenance and inspections of the machines
- Ensured timely service delivery to the clients within stipulated period and maintained smooth operations
- Provided extensive support during critical situations.
Client Support Executive
Cashlink Global Systems
04.2009 - 03.2010
- Provided on ground hardware/software support for multi- vendor ATM terminals and TCD as well
- Maintained maximum uptime of all terminals under our care and minimum response time during the calls
- Achieved maximum preventive maintenance of all terminals
- Provided training of TCD machines to the end users
- Consumed fewer spare parts while attending CM calls.
Desktop Engineer
Neeltech Computer Consultancy
04.2008 - 03.2009
- Actively listened to customer’s request
- Identified issues, analyzed information, and provided solutions to problems
- Installed, upgraded, and maintained computers
- Executed preventive maintenance and repairs of computers, laptops, printers, and peripherals
- Carried out day to day duties accurately and efficiently.
Education
Diploma - Computer Hardware and Basic Electronics
Jetking Info train
HSC - Commerce
K. G. Mittal Collage
Skills
Field consulting
Software
Power Point
Tableau
SQL
HTML
CSS
SketchUp Pro
Photoshop
Illustrator
Tableau Desktop
Certification
The SQL Programming Essentials 2022 Immersive Training
Timeline
The SQL Programming Essentials 2022 Immersive Training
11-2022
Cloud Computing and AWS fundamentals
11-2022
TABLEAU Desktop from scratch
11-2022
Learning Cloud Computing: Networking
12-2021
Power BI: Dashboards for Beginners
05-2021
Product Support Manager
Glory Global Solutions
04.2021 - 04.2022
Product Specialist
Glory Global Solutions
04.2015 - 03.2021
Service Support Specialist
Glory Global Solutions
12.2011 - 03.2015
Team Leader
Cashlink Global Systems
04.2010 - 09.2011
Client Support Executive
Cashlink Global Systems
04.2009 - 03.2010
Desktop Engineer
Neeltech Computer Consultancy
04.2008 - 03.2009
Diploma - Computer Hardware and Basic Electronics
Jetking Info train
HSC - Commerce
K. G. Mittal Collage
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