Customer Service readiness to support new print product introductions globally as well sustaining and end of life activities. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for areas of responsibility. Creating and fostering a mutually beneficial relationship with Product Business Groups, Services functional and support teams, and delivery functions.

Provides direct and ongoing leadership for a team of individual contributors responsible for designing and implementing customer experience tools, processes, and programs to drive quality management and continuous improvement of products or solutions. Manages relationships with outsourced partners and suppliers, including setting expectations regarding deliverables, product quality, schedules, and costs; ensures that team members are effectively communicating and collaborating with outsourced resources.Provides people-care management for assigned team members, including hiring, setting and monitoring of annual performance plans, coaching, and career development; ensures that proper knowledge and career development tools are in place to support ongoing team member and process development.

Key Result Areas:• Managing customer support division, ensuring customer receives the best quality product quality -printer within - Asia Pacific• Guiding large scale programs and projects regarding implementation of quality improvement strategies, measurement, and training• Supporting leadership in driving quality culture and quality improvements within the organization• Identifying and improving process and program efficiency and effectiveness and ensuring that projects and programs align with the quality strategy and vision• Leading the business / functional area on quality improvement projects focusing on desired business results• Lead budgeting discussions and allocations to regions, utilizing complex statistical modelling and analysis • Defining policies and practices to determine best method for accomplishing work and achieving objectives• Facilitating NPU (No Part Used) Program, CT (Component tracking) Validation Program, and Early Warning Program successfully in APJ regionHighlights:• Track record in managing complex problems/projects and analysing situations or data requires an in-depth evaluation of multiple factors• Successfully led all project ranged from US$ 100 Thousand- US$ 3 Million in value with a duration of 3–12 months• Steered IT service delivery for 12 plus users; achieved over 90% IT service satisfaction for offices and remote locations in Costa Rica (Latin America)

Key Result Areas: • Evaluated first product look reporting and identified new & emerging issues• Performed root cause analysis in collaboration with the product development team to obtain solutions• Analysed cost emerging issues as well as forecasted impact to call volume forecasts• Led large, cross-functional project teams, interfaced with stakeholders and initiated / suggested viable customer solutions such as offering break-fix solution to targeted accounts• Managed client relationship and communication throughout the project• Facilitated problem management for regional Contact Centers and Escalation Management for complex issueHighlights:• Track record in managing operations across multiple countries and businesses across CSS AMS; improved HP business (Cost, Efficiency, and Total Customer Experience (TCE) and C-Sat• Successfully completed IPGITproject in collaboration with Product Development Team

Key Result Areas:• Led a team of 7 Engineers; focused efficient after-sales service to HP customer for HP products• Managed day-to-day activities including setting targets, implementing guidelines and resolving issues • Facilitated problem management for regional Global Solution Centers (Level 1), including incident management for complex, low volume and one-off events• Collaborated with Account Delivery Manager and provided uninterrupted services and maintained SLA to support to major client• Monitored L1 team to make sure all incidents were logged with right priority• Provided solutions to Pre-sales and Technology Consultants for printing solutions • Worked with TC during Demonstration/Installation of third party solutions/application software (HPAC Secure/Pull printing, OMTool, Troy solution)• Adhered to day-to-day operations like SLA, RT, TAT, KCS participation, Productivity, C-Sat and so on

• To get new business for the organization by generating requirements for the company.• Encourage existing customer to adopt benefit of service by offering new service scheme.• Independently handling the accounts of major customers and dealers of the organization.• Study the technical and commercial aspects of customer requirements to find out the feasible and capable solution for implementing the project to achieve maximum customer satisfaction.• Coordinating the sales of the company by making organized plan and by giving feedback to achieve the sales target• Providing technical support for the above mentioned products.• Conducting demonstration & Key operator training of the mentioned products.• Installation & maintenance of Multi functional Digital & Analog system in different kinds of network environment and platform.• Providing pre-sales technical support and leads to sales force.• Responsible for achieving revenue target by reducing down time of the machine and to ensure maximum satisfaction of all the existing customers on all service parameters