Sales & Service Specialist at Oshaiger Pharma (2023-10 – Present)
- Build and manage efficient service standards for customer requests, ensuring response within agreed SLAs and company KPIs.
- Deliver technical presentations and product demonstrations to clinical and procurement stakeholders across hospital and laboratory clients.
- Track spare parts usage and maintain inventory control for assigned product lines, minimising downtime risk.
- Collaborate with sales teams to understand client demand and deliver integrated pre- and post-sales technical support.
- Product responsibility: Thermo Fisher Scientific, Fujifilm, Sebia, Orgentec, Opti Medical Systems, Human, JRI, Randox
Service Manager at Sind Medical Stores (2022-04 – 2023-10)
- Managed a portfolio of diagnostic laboratory clients, overseeing utilisation, resource planning, and service coordination countrywide.
- Led, coached, and developed a team of field service engineers — identifying training needs and building skills matrices aligned with service strategy.
- Coordinated daily on-site repair scheduling in alignment with customer SLAs and business KPIs.
- Provided technical support on robotics and electronic-driven diagnostic instruments across all regions.
- Documented all service activity including spare parts inventory, service orders, and expense reporting using structured reporting formats.
- Monitored industry trends and recommended best practices to improve service delivery, processes, and product performance.
Senior Customer Support Engineer at Sind Medical Stores (2017-02 – 2022-04)
- Led field service activities including pre-installation site surveys, hardware/software maintenance, installations, and network upgrades for clinical diagnostic equipment.
- Served as primary point of contact for customer inquiries and equipment issues — managing escalations and manufacturer correspondence including Field Safety Notices and Technical Service Bulletins.
- Supported marketing activities at industry events including data collection, content creation, and product demonstrations using MS Office Suite.
- Mentored junior engineers and supported team capability development through hands-on training.
- Key equipment: Bio-Rad IH-1000 & IH-500, DiaSorin Liaison / Liaison XL / EtiMax 3000, Labsystems NS496 Plus
Customer Support Engineer at Sind Medical Stores (Diagnostics Division) (2015-12 – 2017-02)
- Executed field service activities including installation, testing, documentation, end-user training, and ongoing maintenance to quality standards.
- Provided remote and on-site technical support to lab technologists, minimising instrument downtime through systematic fault diagnosis and escalation.
- Promoted product credibility and client goodwill through consistent, professional customer engagement.
- Key equipment: DiaMed/Bio-Rad Incubator 37SII & Centrifuge, DiaSorin Liaison, Awareness Tech SF series, Sebia Electrophoresis G-26
Trainee Service Engineer at Noor International (Critical Care) (2015-03 – 2015-12)
- Performed planned preventive maintenance, installations, and troubleshooting of OT and ICU equipment under supervision of lead engineers.
- Built cross-functional relationships with clinical staff and coordinators, demonstrating professional values and reliability from the outset of career.
- Key equipment: Radiometer ABL 800 Flex & ABL 90 (Blood Gas), Hamilton Medical Ventilators, Masimo Patient Monitors
