Travelling & Exploring
Saurabh Choudhry
Technical Support Manager
Chandigarh
Summary
Energetic and innovative professional with 19 years of diverse experience in handling top-notch professional support services, providing personal interaction to clients combines patience, determination, and persistence to resolving varied inquiries and complex issues. Committed to implementing quality improvement techniques with an ability to grasp new ideas and integrate them into desired results. Commended for reliability and trustworthiness. Easily understand and solve technical problems and able to handle challenges, with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
19
19
years of professional experience
Work History
Operational Business Manager
AR Medical Devices, Schiller Healthcare (Pvt) Ltd
Chandigarh , Punjab
11.2020 - Current
- Handling Service requirement for Punjab, Haryana, Himachal Pradesh region
- Analyzed and developed service goals
- Managed high levels of call flow and responded to technical support needs
- Monitored systems in operation and quickly troubleshot errors
- Employed prompt decision-making and in-depth research to resolve issues
- Managed team of employees, overseeing hiring, training and professional growth of employees
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Used coordination and planning skills to achieve results according to schedule
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed overstocking, restocking and inventory control procedures.
Technical Support Manager
Hamilton Medical AG
Chandigarh , Punjab
11.2015 - 11.2020
- Co-ordinates with technical team of South Asia for their daily operations and assess quality of work done
- Takes Responsibility of Customer Issues and requirement and ensure they are resolved in timely manner
- Assist and advise customers regarding usage and benefits of organization's products and Services
- Communicate with customers to receive their valuable feedbacks and suggestions for improvement in firm's products/ services
- Collaborates with sales teams to execute effective sales strategy for each new business opportunity
- Increased annual Service revenue from INR 50K to 2 Cr
- Through implementation of successful service strategies
- Troubleshooting problems related to Software and Hardware and solving all major customer issues for company products
- Determines and schedules appropriate support (i.e., performance assurance, calibration, and electricity safety test of all equipment's) across South Asia and assure maintenance being done as per schedule
- Conduct Service Trainings in timely manners to Service team/ Service Distributors for proper functioning & PMS of all Company Products
- Performs important role in Hiring engineers and ensure they are well trained, certified before working on equipment's.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Technical Support Manager
Schiller Healthcare India Pvt. Ltd
Chandigarh , Punjab
04.2006 - 10.2015
- Directed training and retraining of employees to boost performance and enhance business results
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Established team priorities, maintained schedules and monitored performance
- Increased customer satisfaction ratings to 94%
- Handling all Installation, maintenance, Servicing, Demonstration of all company products (i.e., Ventilators, Monitors, Treadmill, Mobile CT etc
- Managing team of Service Engineers and Service dealer for Punjab, Himachal Pradesh & Haryana.
- Managed overstocking, restocking and inventory control procedures.
- Supervised site investigations, reported issues and escalated those that required further assistance.
- Defined clear targets and objectives and communicated to other team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Support Engineer
Trivitron Healthcare Pvt. Ltd
Chandigarh , Punjab
09.2004 - 03.2006
- Promoted purchase of service contracts and warranties by detailing benefits of each to customers
- Established empathy with customers through insight into business drivers and expectations to offer personalized service
- Answered incoming support inquiries via chat, phone and email
- Retained existing clients and developed new accounts by extending high quality and efficient support service
- Trained customers to use and maintain equipment to reduce service issues
- Demonstration and Installations of Hamilton Ventilators
- Maintenance and Servicing of Hamilton Ventilators and Nihon Kohden EEG's, Defibrillators
- Handling Punjab for all service requirements.
Service Engineer
Recorders and Medicare System Pvt. Ltd
Hyderabad , Telangana
01.2004 - 09.2004
- Engaged in first-level support for customers requiring routine support and troubleshooting
- Tested and checked performance of hardware and software programs
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions
- Performed periodic testing of all Devices and systems
- Demonstrated to customers proper methods for operating equipment after it had been installed.
Education
Advance Diploma - Bio Medical Equipment
Centre For Development of Advanced Computing - SAS
2004-01
Diploma - Instrumentation Technology
Punjab State Board of Technical Education
2003-05
Skills
- Team Leadership
- Training and mentoring
- Team Building
- Staff Motivation
- Customer support
- Technical and Diagnostic Support
- Technical Troubleshooting
- Critical Thinking
- Time Management
- Tool and Equipment Maintenance
- Inventory Management
- Service Quality Management
- MS Office
Interests
Quote
I have not failed. I’ve just found 10,000 ways that won’t work.
Thomas Edison
Timeline
Operational Business Manager
AR Medical Devices, Schiller Healthcare (Pvt) Ltd
11.2020 - Current
Technical Support Manager
Hamilton Medical AG
11.2015 - 11.2020
Technical Support Manager
Schiller Healthcare India Pvt. Ltd
04.2006 - 10.2015
Customer Support Engineer
Trivitron Healthcare Pvt. Ltd
09.2004 - 03.2006
Service Engineer
Recorders and Medicare System Pvt. Ltd
01.2004 - 09.2004
Advance Diploma - Bio Medical Equipment
Centre For Development of Advanced Computing - SAS
Diploma - Instrumentation Technology
Punjab State Board of Technical Education
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