Oshri Bar Email & Phone Number

Central, Israel

✔Manage the service product life cycle from development through beta to release (inbound and outbound), e.g. product development, Eng. Supply chain, field Eng. and customers.✔Manage and monitor the performance of the product and service metrics with emphasis on TCE (Total customer experience) , e.g. NPI readiness, state of the product, technical support etc.✔Managing and on-site delivery [as needed] of field escalations and solving highly complicated technical problems.✔Reproduce and analyze failures on returned Products, define corrective actions and follow-up on implementation.✔Be responsible for system continues improvements plan by conducting ECO’s & FCO's.✔Be the service focal point (Tier-3) for service technical needs of the products on the territories.✔Work with Global business HQ group and have direct communication with all groups at KORNIT HQ when required.✔Write and implement procedures to improve field knowledge and performance.✔Installing new systems and applications.✔Training local service and support teams worldwide.✔Determining KPIs and meeting them.

Jerusalem Area, Israel

✔Operate as the lead point of contact for all matters regarding planning and execution of installation, integration, training, troubleshooting, POC, demo and support to OEM, subsidiaries, partners and customers locally and Worldwide.✔Build and maintain strong, long-lasting customer relationships.✔Develop a trusted advisor relationship with customer stakeholders and executive sponsors✔Ensure successful operation and service of Kramer PRO AV, Control, Collaboration and Streaming products WW according to customers’ needs and objectives.✔Communicate planned progress to internal and external stakeholders.✔Manage escalations and drive corrective follow-up action when required.✔Provide feedback to sales, R&D, product account & management, manufacturing, and logistics.✔Manage and track incoming field cases & bugs using Salesforce / JIRA and Quality Center Apps.✔Escalate issues in a professional manner in-line with Kramer SLA.✔Experience with cloud-based (AWS) products and solutions.✔Customer Success operations experience in a B2B / B2C and SaaS environment.

✔Setting up, leading and managing the technical support & training department.✔Managing a global team of engineers engaged in: Professional Services Pre-sale & post sale activities.✔Developing a new comprehensive training program for clients.✔Proposing improvements and new developments of innovative solutions for increasing product reliability and productivity.✔Holding weekly meeting with senior management on issues that require special attention.✔Provide guidance and assistance in promoting value-added products and services for new and existing customers such as: NBC, FOX, NEC.✔Maintaining frequent contact with customers in an investigation and troubleshooting.✔Create and update processes and procedures for improving and optimizing team performance.✔Be the focal point of contact for all support and training activities including exhibitions and presentations.✔Design an "in-house" support methodology between the company departments.✔Planning and implementation service contract policy (SLA) including RMA processes.✔Establish an accessible technical knowledge base for customers, partners and employees.✔Assure field readiness when launching new products & features - NPI (spare parts, documentation, knowledge).

✔Leading, planning managing technical & business solutions according to customers needs.✔Providing technical consultation.✔Launching and managing projects & product, coordination between internal and external units both in the company and outside.✔Implementation of installations and integration of HW and SW systems. ✔Responsible for training, demos, and new products presentations including QA tests.✔Extensive in-depth knowledge of Networking, Routing and Switching.✔Identifying and specifying customer’s requirements.✔Supporting the customer from the Pre-Sale to the Post-Sale stage.✔Combining technical and businesses aspects.✔Managing customer’s sites.✔Responding to international tenders. ✔Responsible for all aspects of service delivery to customers via Email, telephone, Internet and onsite.✔Providing OEMs, customers and distributors with SW and Firmware updates. ✔Provided comprehensive product support, configuration, adaptation, customization, maintenance and training.✔Helped promoting value added products and services for new and existing clients.✔Implemented effective customer satisfaction & maintained the highest S.L.A. by identifying and eliminating the root causes of customer problems.

✔Providing Technical support for the Sales and marketing departments (Pre & Post sale activities).✔Providing Professional Services for both customers and in house departments.✔Building and managing international Alfa and beta sites.✔Providing research and analysis, supporting SW versions from R&D to the field, adaptation and ✔Integration for customers.✔Coordination of communications, project planning and budget allocation with the customer.✔Training, installation, service and integration of the company products lines.✔Responsible for customer engineering development and customization according to customer requirements.

✔Managing and leading engineering teams at customer’s locations in Israel and abroad.✔Leading and managing cross-organizational processes in the organization.✔Managing projects in the Semiconductor industry.✔In - depth technical support of sophisticated multidisciplinary system.✔Implementation of NOVA’s systems, Field & application support engineer. ✔Working closely with international customers such as: Intel, AMD, IBM etc.✔Writing technical documents such as technical note (TN), technical field order (TFO).✔Analyzing, identifying and troubleshooting from system level to component level.✔Supporting and responsible for the product from Initial R&D stage to service level.✔Training, installation, service and integration of the company products lines.

Mba, Finances, Management & Marketing

B.Tech, Electronics Engineering