Global Service Operation & RMA Manager at Ceragon Networks (2017-01 – Present)
- Lead global service and repair operations across multiple international repair centers.
- Lead and develop a global team of 8 employees across Israel, India, Philippines, and Ukraine
- Own end-to-end service delivery including logistics, warehousing, repair operations and spare-parts planning.
- Improved OTD performance from below 40% to above 90% through operational transformation initiatives.
- Reduced TAT by 50% for strategic customers through process optimization and performance management.
- Manage annual operating budget of approximately $4M and support more than 20,000 units annually.
- Drive KPI governance, forecasting, reporting and continuous improvement initiatives.
- Utilize CRM, ERP, and BI platforms to support operational decision-making and service performance
- Coordinate customer escalations and collaborate with Engineering, Supply Chain and Operations teams.
Customer Success Director at Emuse (SAP Business One Partner) (2015-01 – 2017-12)
- Led customer success strategy, account growth and customer retention initiatives.
- Strengthened customer relationships and expanded recurring business opportunities.
- Managed enterprise customer upgrades, licensing expansion and service adoption.
Director, Global Customer Support Services at Malcam (2009-01 – 2015-12)
- Led global customer support and technical service operations.
- Managed customer-facing delivery programs involving HW/SW integration and deployments.
- Conducted technical troubleshooting activities and coordinated resolution of complex service issues
- Improved customer satisfaction from 3.0 to 4.2 (out of 5).
- Built high-performing support teams and strengthened cross-functional execution.
Director, Global Customer Support Services at Personeta (2004-01 – 2008-12)
- Built and managed global post-sales support operations.
- Managed technical escalations and coordinated global service delivery activities
- Led customer escalation management and international partner support.
- Developed service procedures, support methodologies, and operational processes.
- Improved customer satisfaction from 3.0 to 4.0 (out of 5).
Regional Director, Customer Support Services (EMEA) at Comverse (2000-01 – 2003-12)
- Led regional customer support operations across EMEA.
- Managed customer-facing installations, upgrades, system expansions, and service activities
- Provided hands-on troubleshooting and resolution support for complex telecommunications systems
- Worked directly with customers, field engineers, and technical teams to ensure service continuity and CSAT
- Established and scaled support organizations in new territories.
- Improved customer satisfaction from 5.8 to 8.1 (out of 10).
