• Handling the Lenovo, Obi, Asus & I life brands after sale services.
• Supervision of the Teams (Front End, Technical, inventory & logistic).
• Working with Lenovo, OBI, Asus & I life for planning the smooth operations.
• Developing standardized processes and formats, for addressing customer needs and ensured consistency in providing quality solutions.
• Spare Parts Management based on consumption pattern, Claim uploading & tracking.
• Responsible for developing new tools and products for the business, to ensure industry leading best practices from a customer service perspective.
• Resolving the service issues & escalations of customers, IR & KR and maintain the Good relationship with them.
• Regular visit to Distributors & channel partners for taking the feedback & solve their service related issues.
• Open/pending calls data monitoring & control the TAT.
• Establishing smooth relations with all walk in & Retailer customers.
• Ensure the defined KPI’s are achieved & Ensure all customer complaints are resolved in a timely manner and Focus on TAT for efficient services
• Provide the technical support to Technical Team, handling the critical repair cases, ensure technician ordering the spare parts accurately.
• Handling the customer /retailer’s escalations, queries & give the best solution.
• Communication with concern Principals & make sure fulfill their requirements within given timeline.

 Provide the Technical Support & to all GCC countries, Palestine & Iraq.
 Analyzed the individual performance of each team member and organized training workshops to improve the performance of the members who were lagging behind in terms of performance & giving the online training & solutions.
 Ensure the defined KPI’s are achieved & ensure all customer complaints are resolved in a timely manner and Focus on TAT for efficient services.
 Supervision of technical skills regularly for all engineering team members either updated or need training. Necessary training in case of training required.
 Parts and latest tools ordering to the Supplier base on consumption of entire GCC.
 Prepare Daily activity report; Bounce Report, Performance Report of subordinate.
 Warranty & out of Warranty Business Overview.

 Ensure workshop practices are carried out in line with standards for safety and reliability.
 Inspired each and every team member to perform and produce their best & Determined the duties and responsibilities of individuals in a team & analyzed the individual performance of each team member and motivated them to perform even better
 Manages a Team of technician’s guides and develops to deliver care service in a consistent and professional manner. Involved in resource management and fully conversant practitioner in practice. Health & safety and Quality System
 Ensure the defined KPI’s are achieved & Ensure all customer complaints are resolved in a timely manner and Focus on TAT (3 days) for efficient services
 Supervision of technical skills regularly for all engineering team members either updated or need training. Necessary training in case of training required.
 Prepare Daily activity report; bounce Report, Performance Report of subordinate.
 Weekly Parts ordering, Parts consumption and stock level maintenance.
 Claims Uploads On daily basis to secure the revenue on daily basis reference to in time collections from vendors & Non-Warranty Business Overview

 Ensure workshop practices are carried out in line with Nokia Care service standards for safety and reliability
 Manages a Team of technician’s guides and develops to deliver care service in a consistent and professional manner. Involved in resource management and fully conversant practitioner in practice. Health & safety and Quality Control System.
 Ensure the defined KPI’s are achieved & ensure all customer complaints are resolved in a timely manner, maintain the TAT (90 minutes) &Ensure the ESD compliance of the operation.
 Ensure all service procedures as defined by the vendors are followed in practice
 Ensure highly motivated and the best skilled work force in place.
 Prepare Daily activity report of subordinate& Achieve all the targets which given by Nokia principal &Working like bridge between customer service executives and Engineers.

 Trouble shooting of Mobiles, Software & Hardware awareness.
 Diagnosing the faults of cell phones.
 Repairing Level 1 – 3 of all Nokia, Sony Ericsson, Samsung and Motorola Products. Mobile Repairing (Hardware & Software).
 Handling the regional level 3 devices.