In my role as the Hardware Support Manager for EMEA (Europe Middle East and Africa) and India I’m in daily contact with our partners ensuring we’re delivering on and meeting our customers contractual commitments. Ensuring that all our SLA agreements are being hit or exceeded and that our product quality is industry leading. As part of this I manage the complete reverse logistics process in the region, the managed services, the planning, implementation and cost effective flow of material.

Single point of contact for all customer escalations within own leadership category. Responsible for reporting performance and process improvement. Interfacing with internal account teams and external customers to develop and manage service improvement plans that will meet or exceed customer expectations. Liaising with the 3rd party suppliers to ensure that all the necessary control points are in place and that the agreed targets are being met, alerting when gaps occur and proposing process improvements whilst adhering to the agreed budget guidelines. Advising and training partners and customers on the products and services available. Conducting regular service review meetings with customers in order to review business plans and future opportunities. Developing and maintaining customer relationships. Heavily involved in the migration of legacy repair process’s into standard process’s. Extensive program management experience during the Nortel transition of LC’s to buyers

Delivering technical support services, evaluating customer support needs, providing technical answers to customer inquiries, troubleshooting problem resolution including emergency recovery of outage situations on a 24x7x365 basis. Developing and delivering training to both internal and external customers across a variety of products and management tools. Metro 4000, EC-1 and SDH Product lines. Achieving quality, consistency and timeliness of response in the delivery of technical support. Maintaining and expanding knowledge through self-development and formal training. Utilizing internal support systems and contributing expertise towards further development of internal support systems. Contributing to the continuous improvement of product quality by evaluating product performance, serviceability and supportability as well as participating in the NPI (New Product Introduction) process. Taking complete ownership and responsibility for small to large projects, generating RCA reports, data capture reports whilst ensuring at all times that they meet the required specifications. Ensuring all SLA’s are met whilst developing and maintaining customer relationships throughout.

Solutions integration and testing of multi-product customer networks. Monitor and improve product quality and field performance. Support initial product installations and growth activities. Deliver new products to a volume test environment using New Product Introduction (NPI) processes.