Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
Generic
Nilesh Panchal

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

undefined

Software

Excel

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

Similar Profiles

CREATE PROFILE
Nilesh PanchalProduct Support Manager