Rabie Mahmoud Ali Baba
Riyadh
Summary
An Engineering Background with management experience and almost 20 years of exceptional Experience in the analytical field and a track record in leading business growth planning from the field, implementation of the organization strategy and operational plans of Services, Technical support, marketing, and business development, seeking a challenging senior position with a dynamic organization to amalgamate skills into a synergy of change, growth, and profit.
Overview
19
19
years of professional experience
Work History
Service Manager
Dar Al Zaharwi Medical
08.2017 - Current
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.Led the service team to guarantee Good support for the customers
- improve the technical, sales & soft skills and knowledge of the service team.
- Obtaining an ISO 9001, and ISO 13485 certificate, and passing the supplier’s Audit.
- Build a strategic plan to improve the business.
- create business opportunities and conceptualize business development ventures to draw out complete business setting a mission and integrated vision for the service division.
- Technical Support for FSE and do the installation, customer training, PPM, Maintenance, and validation for our products (Chromatography, Elemental, Molecular equipment..).
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Championed energy efficiency initiatives within the organization, leading to reduced operating costs without sacrificing quality of service.
- Developed department processes and procedures to boost customer satisfaction.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Service Supervisor and Product Champion
Naizak Global Engineering Systems – Lab Systems Division
08.2010 - 05.2017
- Technical Support for Thermo Elemental instruments (AAS, ICP-OES, ICP-MS ) , Molecular instruments (Spectrophotometer, FTIR, FT-Raman, Dispersive Raman, FTIR – Microscope Continuum and IN10, NIR Spectrometer, NMR- Educated model ) , chromatography instruments (HPLC ,GC, GC- MS) installations , commissioning, customer training , maintenance
- Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
- Enhanced team performance by implementing effective training programs and regularly evaluating staff progress.
- Reduced service downtime with proactive maintenance scheduling and quick response to equipment malfunctions.
- Streamlined service processes, resulting in increased efficiency and reduced operational costs.
- Established strong relationships with clients, ensuring their needs were met and promoting long-term loyalty.
- Managed daily operations of the service department, maintaining a high level of organization and productivity.
- Increased revenue through upselling of additional services and products during customer interactions Sale service contracts, spare parts, and consumables.
- Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
- Monitored inventory levels closely, optimizing stock management procedures for maximum cost-efficiency without compromising on part availability when needed.
- Handled customer complaints and inquiries.
- Presales Technical support for the sales team and attend the technical sales meeting
- Create a professional setup for the service department, SOP, Inventory system, and annual training program for soft and technical skills.
- Advice and support the field engineers by remote sessions via team viewer, phone and Email
- maintain a strong partnership with our suppliers.
- Prepares reports, analyzes data, and make recommendations to the management for improving maintenance operations
- Review the monthly finance report and works to close the pending files and support the collection team.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled complex technical issues during product implementation phase by providing effective solutions in collaboration with engineering teams.
Service engineer
Dar Al.Zahrawi Medical CO.LTD.
07.2008 - 07.2010
- Technical Support for thermo chromatography instruments (HPLC ,GC, GC-MS) and Spectroscopy (spectrophotometer, FTIR, AAS , ICP-OES), installation, commissioning and customer training and maintenance
- Technical Support for SYKEM products (Amino Ace Analyzer and Ion Chromatograph), installation, commissioning and customer training and maintenance
- Sale and handle the service contracts for thermo instruments.
Service Engineer
HIJAZ Electrical and Scientific Supply Est.
01.2005 - 07.2008
- Technical support for Thermo chromatography instruments (HPLC ,GC) , and Spectroscopy instruments (spectrophotometer, FTIR, AAS , ICP-OES), installation, commissioning and customer training and maintenance
- Technical support for GENERAL Lab Equipment’s (Balance, incubator, Oven, Centrifuge, water purification systems……………), installation, commissioning, customer training, maintenance, and Calibration
- Team leader for ASESA Project (Aqaba), installed all the equipment in the chemistry Lab, Biology Lab, and analytical chemistry lab, prepared the site, and coordinated with the local dealers to handle the installation of their products
- Team leader for MOA Project in dear Alla, and install all the supplied equipment
- Selling and implementing service contracts for thermo instruments.
Education
Bachelor of Science in biomedical engineering -
Jordan University Of Science and Technology
Irbid, Jordan02.2004
Skills
- Identifying new business opportunities and activities in the Analytical sector in general
- Business Planning, Business Dvpt, Managing Business & Project Mgmt
- Pricing, Purchasing, Logistics, Market Research, Competitor Analysis, After Sales Management
- Staff Management, Target Setting & Achievement, Report Generation, Contractual Negotiations
- Leadership, Team Building, Motivational Skills, Presentation, Interpersonal & Communication Skills
- Analytical Skills, Critical Thinking, Innovative, Decision Making & Problem-Solving Skills
Affiliations
- Jordan Engineers Association, Member, 01/2005
- Saudi Engineers Association, 08/2010
Languages
English (Good - Written and spoken)
Arabic (Native Language)
Training
- 02/2005, Service training S&M atomic absorption spectrometers AAS, GFS97 Furnace, ID100 Dilutor VP100Vapour Kit, GF95&FS95 furnace, validation &validator thermo Electron corporation company - UK
- 03/2006, Installation training course in (site training) covering installation of IRIS Intrepid XDL ICP & I TEVA software (No certificate).
- 2008, Service training Uv-Vis spectrophotometer genesys6, genesys6, genesys6, Helios (γ,β,α) spectrophotometer Thermo Electron corporation company- Thailand.
- 2008, Service training SYKAM Amino Acid Analyzer &Clarity Software & overview of Ion Chromatography System, In Germany
- 2009, Service training course in June 2009 covering ICAP 6500 ICP, in center of training to thermo Electron corporation company - UK
- 2010, Shimadzu GC TRAINING 2010 and 2014 models, installation, software and Maintenance - Dubai
- 05/2011, Service training FTIR New Hire Service Course OMNIC software operation, Nexus, Nicolet 6700, Avatar360, 370, Nicolet 380, Nicolet iS10, Thermo Fisher Scientific - USA
- 05/2011, Service training -iN10/iN10MX (FTIR Microscope) Service CoursePicta Software, iN10/iN10MX Installation, and Maintenance, Thermo Fisher Scientific - USA
- 06/2011, Service training -NXR, FT-RAMAN Service Course Omnic Software, Installation, and Maintenance Thermo Fisher Scientific - USA
- 07/2011, Service training ICP-OES Installation, Repair and Preventative Maintenance software operation, Thermo Fisher Scientific - Germany
- 04/2012, Service training DXR Dispersive Raman, DXR Microscope, DXR SmartRaman and OMNIC for Dispersive Raman Software Thermo Fisher Scientific - USA
- 05/2012, Service training iS50 FTIR Installation, Repair, software and Preventative Maintenance for the following instruments software, Nicolet iS50 FTIR, NIR, GCIR, and iS50 Raman. Thermo Fisher Scientific - USA
- 06/2013, Service training ICAP Q (ICP-MS) Basic Installer Training, software, Repair and Preventative Maintenance. Thermo Fisher Scientific - Germany
- 11/2014, Service training continuum Microscope (FTIR Microscope) Service Course, N10/iN10MX Installation, Software and Service Replacement, Thermo Fisher Scientific - USA
- 11/2015, Service training Thermo Fisher Scientific Antaris I - II – MX, FTNIR Installation, Software, maintenance and Qualification Thermo Fisher Scientific - USA
- 09/2017, Service training Desolation and Integration systems- Fiber Optics UV-Vis Destik - USA
- 11/2017, Service training – LCMSMS QTRAP & TQ, Installation, maintenance and software training - Sciex - Germany
- 05/2018, Service training – High Resolution LCMSMS QTOF X500R, Installation, maintenance and software training - Sciex - USA
- 05/2022, Service training- Analytic Jena ICP-MS - Germany
Timeline
Service Manager
Dar Al Zaharwi Medical
08.2017 - Current
Service Supervisor and Product Champion
Naizak Global Engineering Systems – Lab Systems Division
08.2010 - 05.2017
Service engineer
Dar Al.Zahrawi Medical CO.LTD.
07.2008 - 07.2010
Service Engineer
HIJAZ Electrical and Scientific Supply Est.
01.2005 - 07.2008
Bachelor of Science in biomedical engineering -
Jordan University Of Science and Technology
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