Mohammed A R Ehsan Email & Phone Number

London, England, United Kingdom

• Devise and execute strategies to optimize customer satisfaction, reduce response times, and increase first-time issue resolution rates, and meet SLA needs by leveraging KPIs for continuous improvement.• Collaborate seamlessly with cross-functional teams, including product development and sales, to gather and analyze customer feedback, resulting in enhanced product offerings and streamlined project management using Asana.• Adopt and implement Asana team and project management software to boost workflow efficiency, task tracking, and team productivity within the technical support operations.• Provide comprehensive technical training to support engineers, spanning additive manufacturing applications, SaaS solutions, and hardware components• Conduct comprehensive on-site and online SaaS and harware product training for clients, particularly on industrial additive manufacturing machines and 3D scanners.• Balance the roles of Head of Technical Support and active contributor to sales efforts, aligning technical capabilities with customer needs, and utilizing Freshworks CRM and Asana to track sales-related KPIs, driving business growth and customer retention.• With an unwavering dedication to excellence and a keen ability to adapt to new technologies, thrive in fast-paced environments, I stay up-to-date with the latest technologies across diverse domains.• Beyond the realm of technical support, extend the impact to conducting rigorous tests with strict adherence to industry standards for products from industrial manufacturers. This meticulous testing process ensures that products meet the highest quality benchmarks, fostering confidence when onboarding new brands to our product offering line

London, United Kingdom

• Provided exceptional technical support to customers in the additive manufacturing industry, troubleshooting complex hardware and software issues across a range of brands and technologies.• Developed an in-depth understanding of various additive manufacturing technologies, including FDM, SLA, SLS, and DMLS.• Collaborated closely with cross-functional teams, such as product development and sales, to address customer needs and provide technical guidance on additive manufacturing processes and applications.• Demonstrated strong problem-solving skills and attention to detail in resolving customer inquiries and technical challenges related to specific additive manufacturing brands and technologies.• Provide on-site and online product training to clients on industrial additive manufacturing machines and 3d scanners

London, England, United Kingdom

• Gained practical experience in the additive manufacturing industry.• Assisted with technical support tasks, including troubleshooting and resolving customer inquiries.• Developed a foundational understanding of additive manufacturing technologies and processes.• Worked with the production team to produce 3d printed parts using different technologies and meet the customer expectations

India

• Conducted quality assurance testing on software applications, ensuring adherence to industry standards and client requirements.• Collaborated with development and project management teams to identify and address software defects specific to additive manufacturing workflows.• Developed and executed comprehensive test plans, focusing on compatibility with software applications.• Communicated effectively with stakeholders to provide timely updates on testing progress and issue resolution within the domain.