Janaka Peiris Email & Phone Number

Masqaţ, Oman

Managing Samsung and Multiband Service Operation. Conduct monthly and quarterly projections to improve service KPIs including Customer Satisfaction. Conduct market surveys/studies and SWOT analyses to improve the market share.Directly involved in manufacturer and principal audits and providing corrective action plans. Evaluate financial statements of service centers and implement actions to minimize operational expenses.

Masqaţ, Oman

Manage and lead the team by ensuring that the strategic objectives of Apple and Samsung services are been met.Implement and manage service projects to achieve service KPIs. Ensure all associated activities are been conducted in compliance with manufacturers policies, processes, and standards.Identify the risk-associated area/tasks in the operation, categorize the risk, and implement corrective/preventive actions to mitigate the risk. Assess and develop the technical, customer… Show more Manage and lead the team by ensuring that the strategic objectives of Apple and Samsung services are been met.Implement and manage service projects to achieve service KPIs. Ensure all associated activities are been conducted in compliance with manufacturers policies, processes, and standards.Identify the risk-associated area/tasks in the operation, categorize the risk, and implement corrective/preventive actions to mitigate the risk. Assess and develop the technical, customer service, and communication skillsets of service employees. Analyze and propose solutions to continuously improve Service deliverables, as well as team productivity. Initiate forward planning and staffing of the service centers. Analyze financial statements to evaluate the individual service center's performances and take necessary actions. Conduct technical and front desk staff interviews to fill the manpower gaps. Show less

United Arab Emirates

Key responsibilities include managing and supporting the technical team all across the UAE in after sales service operations in order to ensure superior quality of service by enhancing technical competency adhering to OEMs service process guidelines.Task list:Develop and implement technical processes and SOPs in line with all OEM’s service guidelinesImplement & maintain processes to effectively manage and balance the KPI parameters set by OEMs.Develop and implement technical… Show more Key responsibilities include managing and supporting the technical team all across the UAE in after sales service operations in order to ensure superior quality of service by enhancing technical competency adhering to OEMs service process guidelines.Task list:Develop and implement technical processes and SOPs in line with all OEM’s service guidelinesImplement & maintain processes to effectively manage and balance the KPI parameters set by OEMs.Develop and implement technical competency improvement programs for Care and Technical teamPlan and prepare product launch readiness, support & trainingsCoordinate with all Manufacturers and provide product feedback, Care Readiness and Product Life Cycle support and manage technical escalations.New technical staff recruitment evaluation and develop plans for competency improvements.Carrying out technical audits to ensure that all technicians are adhering to standardsAnalyze Field Failure Rate [FFR] and Carrying out root cause analysis to develop repair solutions & technical support Show less

Dubai, United Arab Emirates

The key responsibilities were to manage a multiple brand repair operation (Nokia, Blackberry, Samsung, Apple, Huawei, Lenovo) by providing the team with resources, knowledge and other necessary support to achieve the manufacturer SLAs and internal KPIs. Brought successful results in manufacturer service compliance audits, internal quality audits and ISO 9001:2008 re-certification audits by complying with the standards.

Dubai, United Arab Emirates

Managed a technical team of more than 20 members by analyzing individual skillsets by providing necessary training/coaching and mentoring programs to boost productivity without compromising on quality. As additional responsibilities, I have been nominated as a QMR (Quality Management Representative), EMR (Environment Management Representative) and ESD coordinator for maintaining the ISO standards (9001:2004 and 14001:2004) and manufacturer requirements. Creation of… Show more Managed a technical team of more than 20 members by analyzing individual skillsets by providing necessary training/coaching and mentoring programs to boost productivity without compromising on quality. As additional responsibilities, I have been nominated as a QMR (Quality Management Representative), EMR (Environment Management Representative) and ESD coordinator for maintaining the ISO standards (9001:2004 and 14001:2004) and manufacturer requirements. Creation of procedures/policies, SOPs, WIs, QSPs, handling external/internal audits (QMS/EMD/ESD) and conducting MRMs were few of the additional responsibilities. Show less

Dubai, United Arab Emirates

Conducted Level 3 repairs for Nokia mobile phones including soldering and BGA repairs.

Battaramulla, Sri Lanka

Sri Lanka

Plan production according to customer demands. Conduct product trainings for operators and supervisors. Conduct 5S and ISO audits (QMS) according to the standards. Install and upgrade service software in standalone and network PC’s.Conduct regular and preventive maintenance for the electronic equipment.Calibrate equipment according to the maintenance plan.Network administration & maintenance of the LAN system.Overseas training have been received from Fujitsu… Show more Plan production according to customer demands. Conduct product trainings for operators and supervisors. Conduct 5S and ISO audits (QMS) according to the standards. Install and upgrade service software in standalone and network PC’s.Conduct regular and preventive maintenance for the electronic equipment.Calibrate equipment according to the maintenance plan.Network administration & maintenance of the LAN system.Overseas training have been received from Fujitsu Corporation Nagano (Japan) for system integration and data migration. Show less

Master Of Business Administration (Mba), Operations Management

Post graduation

Australian Computer Society, Database Management

The certification has been obtained in Fundamentals of IT, Database Management and Data Comms and Systems Architecture.

Ndes, Electronics And Telecommunication

The basic & general industrial trainings have been completed in Bandaranaike International Airport - Sri Lanka (1996 to 1998).

Advance Level (A/L), Mathematics