• Led a team of service engineers and technicians to deliver exceptional technical support and maintenance services to clients in the East African region.• Developed and implemented service strategies to increase customer retention and ensure timely resolution of technical issues, resulting in a 15% increase in customer satisfaction.• Conducted regular training sessions for the service team to enhance their technical skills and improve their understanding of the latest packaging machinery.• Collaborated with the sales team to identify opportunities for service contract renewals and upselling of service packages, contributing to a 30% increase in service revenue.• Streamlined service processes and workflows, reducing service response time by 20% and minimizing downtime for clients.

• Oversaw all technical aspects of the packaging machine division, including product development, testing, installation and maintenance, ensuring compliance with quality standards and customer requirements.• Led a team of 30 engineers and technicians, providing guidance, training, and mentorship to drive high performance and achieve departmental objectives.• Developed and implemented robust quality control processes and procedures, resulting in a 10% reduction in defects and improved product reliability.• Collaborated with cross-functional teams to develop and launch new products, ensuring adherence to project timelines, cost targets, and customer specifications.• Conducted market research and competitor analysis to identify emerging technologies and industry trends, driving continuous improvement and innovation in product offerings.• Coordinated with the sales team to provide technical expertise during customer interactions, demonstrating the value proposition and technical capabilities of the machines.• Implemented preventive maintenance programs and streamlined service operations, resulting in a 99% increase in machine uptime and customer satisfaction.• Managed customer escalations and resolved technical issues in a timely and efficient manner, maintaining strong relationships with key accounts.• Collaborated with suppliers and vendors to source quality components and materials, negotiating contracts and managing vendor relationships to ensure timely delivery and cost-effectiveness.

• Provided on-site technical support, installation, and maintenance for packaging machinery in various industries across East Africa.• Diagnosed and repaired complex machinery issues promptly, ensuring minimal production disruptions for clients.• Conducted regular preventive maintenance checks, reducing the occurrence of breakdowns and prolonging the lifespan of equipment.• Acted as a key liaison between the clients and the company, communicating customer feedback and product improvement suggestions to the R&D team.• Handled customer inquiries and technical issues via phone, email, and online platforms, providing timely and effective resolutions.• Utilized remote diagnostic tools to troubleshoot and resolve technical problems, reducing the need for on-site service calls and increasing customer satisfaction.• Assisted in creating and updating technical documentation, including manuals and troubleshooting guides, to support clients and internal teams.

• Performed troubleshooting, repair, and maintenance tasks on a wide range of packaging machinery, including fillers, sealers, labelers, and conveyors.• Conducted routine inspections and preventive maintenance activities to identify potential issues and ensure optimal machine performance.• Collaborated with customers to understand their specific requirements, diagnose equipment problems, and recommend appropriate solutions.• Responded to service calls and emergency breakdowns, prioritizing tasks to Minimize downtime and production losses.• Installed and commissioned new packaging machines, ensuring proper installation, alignment, and calibration.• Provided comprehensive training to customers on equipment operation, maintenance procedures, and safety protocols.• Documented all service activities, including work performed, parts used, and hours expended, in accordance with company guidelines.

• Assisted senior engineers in the installation and calibration of autoclave machines• Conducted routine maintenance procedures, including cleaning, lubrication, and component inspection• Diagnosed and resolved issues reported by customers, both onsite and remotely• Replaced faulty parts and ensured compliance with manufacturer guidelines• Documented service visits, repairs performed, and parts replaced• Provided technical assistance and guidance to customers, ensuring proper usage and best practices• Assisted in the implementation of software updates and hardware upgrades