• Product readiness of new terminals in preparation for after sales service & repair activity.• Tracking and reporting of Non-Quality Costs and KPI’s in relation to Hardware.• Generate monthly repair data reports including Repair KPI reports for internal & external distribution.• Provide technical & hardware support across the local organization and assist in resolving hardware issues when they arise.• Generate ad hoc analysis/statistic reports when requested by the management, finance and or sales teams.• Generate monthly report pertaining to slow moving inventory and review/highlight inventory for potential scrapping with the financial controller. • Manage, order and plan procurement of all spare parts pertaining to our internal and outsourced repair operations.• Manage an accurate inventory of spare parts by undertaking regular stock takes.• Work with sales teams in providing technical support and solutions on our terminal product ranges.• Define and implement corrective action plan(s) & work instructions when necessary.Logistics Management• Book and schedule collection of all inbound and outbound shipments pertaining to finished goods and spare parts/accessories.• Liaise with suppliers and Freight Forwarders to ensure that products are delivered to the right location on time and at a good cost. • Review and approve invoices pertaining to freight services.Production Engineer Support• Collaborate with suppliers and sub-contractors in the design and manufacture of customized cables, accessories, POS stands etc... that are necessary to support and complement our client’s requirements.

• Leading and managing a team in a fast-paced customer service environment.• End to end the leadership of the Service Technical team of up to 18 people including but not limited to recruitment, professional development, team engagement, and performance management.• Strong relationships with internal and external Stakeholders.• Documenting processes and practices, issues, solutions, and common troubleshooting procedures.• Resolving customer service requests within SLA.• Solving the issue that is raised ticket through ticket/case management system (Jira).• Consult with personnel, such as management, engineering, quality control, customers to coordinate work activities, resolve employee grievances, or identify and review resource needs.• Providing leadership, training, and support to team members to enable a positive customer experience vis technical inquiry over the phone or in-person to build and maintain a strong relationship.• Identified and delivered change across departments through process standardization and automation where appropriate to align and improve key, critical processes, improve the control environment, and reduce the overall cost.• Creating and monitoring the project plan using different project management methodologies, such as Jira and MS Project.• Presenting the project plan and the outcome to the senior level management via different means of communication.• Forecasting the budget plan for the service center.

• Testing, Debugging and Analysing any issues with various type of EFTPOS terminals that potentially impacts customer services.• Undertake highly technical preventative maintenance tasks to ensure the network is in an optimal operating state.• Assisted by the team leader to find solutions for unknown faults that arise on EFTPOS terminals and IP Networking and report to senior management.• Review Client specifications and ensure completed works are within given parameters.• Using a different range of computer programs to perform allocated duties.• Participation in site testing and commissioning as an assistant tester.• Build hardware and software tools to test and maintain EFTPOS terminals for staff and subcontractors.• Compile operational or personnel records, such as time and production records, inventory data, repair or maintenance statistics, or test results and other IT support processes.• Consult with personnel, such as management, engineering, quality control, customer to coordinate work activities, resolve employee grievances, or identify and review resource needs.• Solving the issue that is raised a ticket through the ticket/case management system (Jira).• Resolve customer service requests within SLA.• IT support, troubleshoot computer failure, network failure and set up new computers.• Documenting processes and practices, known issues, solutions, and common troubleshooting procedures.• Monitor application systems, spotting any problems and raising problems where necessary.

Working as a supervisor in a hospitality industry has helped me to enhance my communication skill and has helped me to understand about the customer service and relationship with them. It has helped me to interact with different people and built self confident.

I worked in an Aviation industry as a junior engineer more than three years in Nepal. My task was to identify the faults in the aircraft and discuss with the team member and communicate with senior engineers and replace the faulty equipment. I had to do regular inspection before and after the flight. My experience helped me to develop my technical knowledge, working in a team, time management and communication skill.