Shahid Ahmad
Area Manager, Regional Service
Kolkata,
Summary
Dynamic and competent professional with over a decade of comprehensive experience in technical services and after-sales operations within the medical device industry. Demonstrated success in competitive markets with a strong ability to lead cross functional teams, enhance operational efficiency, and excel under pressure while meeting deadlines and managing multiple priorities.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Area Manager, Regional Service
Karl Storz Endoscopy India Pvt Ltd
3 2020 - Current
- Cultivated a loyal and highly satisfied customer base by effectively leading, managing a high performance team and optimizing customer service strategies
- Assisted in planning schedules and delegating assignments to ensure adequate coverage and meet service demands
- Drove repeat business by delivering exceptional customer service and effectively resolving issues with courteous and expert assistance.
- Implemented promotional strategies to drive customer engagement
- Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
Team Leader, Regional Service
Karl Storz Endoscopy India Pvt Ltd
01.2018 - 03.2020
- Fostered robust customer relationships by consistently demonstrating a positive attitude and providing attentive responses.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Developed team member's skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Service Engineer, Regional Service
Karl Storz Endoscopy India Pvt Ltd
05.2016 - 01.2018
- Worked cross-functionally within the organization, external partners, and dealers
- Developed, designed, deployed OT integrated systems and networks
- Analyzed, troubleshot, and diagnosed problems, provided prompt solutions
- Tested and checked performance of hardware and software programs
- Reduced equipment downtime by performing regular maintenance checks and implementing preventive measures.
Service Engineer
Shree Yash Trading Co. (Dealer of Pentax Medical)
05.2014 - 04.2016
- Installed, configured, and performed periodic testing of all endoscopy devices
- Analyzed, troubleshot, and diagnosed problems and provided prompt repair solutions
- Built strong relationship with end users and stake holders.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Conducted pre- and post- product demonstrations to ensure customer satisfaction and optimize product utilization.
Service Engineer
OREMED Medical System (Dealer of Pentax Medical)
8 2012 - 4 2014
- Performed onsite installation, modification and maintenance of endoscopic systems and medical equipment
- Repaired and calibrated Endoscopy systems and medical equipment post-installation
- Reduced response time by increasing number of field calls per day.
- Conducted pre- and post- product demonstrations to ensure customer satisfaction and optimize product utilization
Education
Bachelor of Technology - Electronic & Communication
JIS College of Engineering
West Bengal 01.2008 - 04.2012
Skills
- Customer Relationship
- Customer Retention
- Customer Success
- Revenue Generation
- Market Analysis
- Demand Generation
- Problem Solving
- Decision Making
- Effective Communication
- Growth Planning
- Leadership
- Resource Allocation
- Cross-Functional Collaboration
- Project Management
- Training and coaching
Area Of Expertise
- Field Service Management - Customer service, call planning, escalation control, dealer management, product demonstration, technical support, inventory monitoring, field reporting
- Team Building and Management - Empowerment, coaching, mentoring, conflict resolutions, leadership development, performance management
- Installations, Demonstration, Maintenance and Repair - Medical devices, pendants, spring arms & OT lights.
- Reprocessing and Sterilization Techniques - Cleaning, disinfection, decontamination, ETO, Autoclaving, chemical sterilization, Plasma.
- Operation Room Integration System - Cable termination (cable pull, Solder, Crimp, Compression, and Punch-Down connections for audio, video, network, control, and power devices), AV connections (RGB, VGA, S-Video, Composite BNC, SDI, TRS, XLR etc.), Cable Media (Coax, Mini-Hi- Res, Copper, Multi-Conductor, CAT-5/6, and Fiber Optic Cabling). Streaming & AV transmission, Data management & documentation.
Personal Information
- Date of Birth: 08/19/1988
- Gender: Male
- Nationality: Indian
Languages
English
Hindi
Bengali
Awards and Recognitions
Winner of Zonal Challenge Trophy for Best Zone in India 2024
Awarded with The Special Contributor for Karl Storz (India) in 2023
Awarded with The Service Excellence for Karl Storz (India) in 2018
Awarded with The Best Newcomer for Karl Storz in (India) 2017
Timeline
Team Leader, Regional Service
Karl Storz Endoscopy India Pvt Ltd
01.2018 - 03.2020
Service Engineer, Regional Service
Karl Storz Endoscopy India Pvt Ltd
05.2016 - 01.2018
Service Engineer
Shree Yash Trading Co. (Dealer of Pentax Medical)
05.2014 - 04.2016
Bachelor of Technology - Electronic & Communication
JIS College of Engineering
01.2008 - 04.2012
Area Manager, Regional Service
Karl Storz Endoscopy India Pvt Ltd
3 2020 - Current
Service Engineer
OREMED Medical System (Dealer of Pentax Medical)
8 2012 - 4 2014
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