Providing leadership to a highly motivated customer support and service team. Part of my job responsibilities are to;- Build a team of individuals committed to the task of great customer service. Involves hiring, training, supervising and skill refinement.- Identify and implement strategies to improve quality of service, productivity and profitability- Chalking out processes, policies, procedures and best practices to ensure ‘doing the right job right the first time’- Plan, prioritize and delegate work tasks to ensure proper functioning of the department- Analyze complex issues from customer and provide suitable solutions to benchmark customer happiness- Improve customer engagement and focus on driving innovation for both service and support functions

• Supervise operating process and increase in the efficiency of individual within the team• Implementation of policies, procedures and objective within the team/Dept• Interacting with commercial team on enhancements/modifications requirements• Prepare project updates within required time frame & delegate tasks to individuals• Handle purchase of materials or components based on requirements• Maintain records/Reports of operations & support• Overseeing inventory• Performance evaluation of the team & train them for improvement• Advancing the existing hardware portfolio • Involvement in integration, testing and implementation phases • Provide technical support to sales and operations • Carry out training's and presentations • Handle ROAM platform’s support services• Identifying and resolving hardware/software support matters in a fast and professional manner.• Respond to support requirements from clients and colleagues within agreed time frame.• Manage client communications • Feedback any important client information to Sales Team and/or Hardware Team• Trouble shooting and general configuration of devices.• Ensure proactive nature of support services are being provided to clients

- Responsible to process sales orders including configuration, testing & dispatching.- Investigate technical aspects through diagnose, troubleshoot and identify the root cause for the problem- Ensure proper record keeping and closure of all tasks assigned within the set timeframe- Determine collaborative relationship with the supplier/manufacturer in raising RMA issues and resolving them in a timely manner- Inspect products and process flaws to identify areas of improvement- Provide administrative assistance when needed- Obtain up-to-date technical knowledge on products and integrated solutions- Provide technical assistance as required to clients and new projects - Carry out site installations and attend to customer complaints

- Inspect the site to ensure it is a hazard-free environment.- Conduct toolbox meetings- Is part of the project safety council and leads all efforts to enhance safety- Verifies that all tools and equipment are adequate and safe for use.- Promotes safe practices at the job site.- Enforces safety guidelines.- Trains and carries out drills and exercises on how to manage emergency situations.- Reports to concerned authorities as requested or mandated by regulations.- Watches out for the safety of all workers and works to protect them from entering hazardous situations.- Responds to employees’ safety concerns.