Khaja Mohiuddin Team LeaderCustomer Support & Services

AddressBusiness Gates, Building 10, Qurtuba, Riyadh-11595

Phone+966 56 735 2754 KSA+91 9989 272 386 India+ 91 9246 549 300 IndiaE-mail kmohi786@yahoo.com

EXPERIENCETeam Lead CSD. | (April 2010 – till date)Al Faisaliah Medical Systems Co.Modern Electronics Est. Hewlett Packard / Agilent TechnologiesRiyadh – Saudi Arabia (A Branch of Al Faisaliah Holding Co) (a Pioneer Trade House dealing in Computers, Peripherals, Test & Measurement Instruments, Analytical Instruments and Medical Equipments).

Segment Head | (Feb 2001– March 2010)Medical Devices Support Division.

Core user in SAP for MM Module, SD Module & CS Module.

Responsible for Import of Spare Parts from Europe & US

In charge of Spare parts stores. Responsible for all Administrative

activities. Critical Analysis of Support activities. Preparing Financial reports. Business Presentation to management.

EDUCATIONBACHELOR OF COMMERCE (B.Com) (1983)OSMANIA UNIVERSITY, HYDERABAD, (INDIA)Trainings: SAP Training on Material Management, Sales

Distribution and Customer Support modules from MEE – HP, Head office in Riyadh.

Office Automation Training from Indrotronix, Hyderabad, India.

Production & Productivity (Time Management Course).

ISO 9001 – Internal Auditor

PROFESSIONAL SKILLSSAP ERP CSD ModulesMS WindowsSystem Analyst/COBOL programExpert Ms Excel & Ms WordAuditing (ISO 9001)

PERSONAL INFORMATIOND.O.B : 31st Aug 1961SEX : MaleMarital Status : Married( 4 kids)

RELEVANT EXPERIENCEMore than 20years experience in Corporate Medical Devices organization.

CAREER OBJECTIVETo seek a challenging position in a progressive organization to utilize my experience, and dedicate my career to the industry and grow along with it.

PERSONAL SKILLSCOMMUNICATION

ORGANIZATIONTEAM PLAYERCREATIVITYSOCIAL

Khaja Mohiuddin Team LeaderCustomer Support & Services

DATA BaseMS Office, Power Point

Business (Organization) Understanding:Well versed with all the activities and process of the each and every department with-in the organization in both Manufacturing and Trading & Distribution Industry.

Well versed with SAP and other ERP (Enterprise Resource Planning) Software’s. A keen planner & strategist, in managing business operations with focus on top line and bottom line

performance. An Out-of-the-Box Thinker with a proven track record of streamlining workflow, evolving effective

operational procedures and creating a team work environment to enhance productivity innovatively for organizations.

Expertise in devising business growth and skills in managing, motivating and leading team for running successful business process operations with proven ability of achieving Service Delivery.

Holds the distinction of establishing Business Analysis, presentation and conducting seminars. Excellent public relation & communication skills. Excellent in Customer support and retention. Good in Logistic Management. Strong in Inventory management and customer order delivery.

Duties & Responsibilities: March 1993 to Jan 2001

Sales & Support Coordinator (Business Administrator) Based in KhobarFor Test & Measurement Division and Chemical Analysis Group

Pre-Sales Activities Compiling Technical Notes, Ordering Products Technical Data from Hewlett Packard/Agilent

Technologies, Information Center and forwarding it to the Customer as per their request. Maintaining Latest/Updated Information on the products for ready reference for the Sales Team. Preparing presentations for Sales Seminar/meetings for Pre-Sales Activities. Maintaining Customer installed base and ready reference for the obsolete products to be replaced with

the new Versions. Preparing Commercial and Technical Proposals in coordination with the Sales Team in line with Saudi

Aramco and SABIC specified procedures. Preparing Tenders for Ministries and other Organizations Safeguarding Company policies, Commercial and legal aspects while furnishing information in the

Proposals.Post-Sales Activities Booking the Order & keep track of the Orders booked for the timely delivery of the material to the

customer. Coordinating between the customer and the Sales & Support team to achieve customer satisfaction.

Backing up with Accounts Receivable Department and customer for the timely settlement (amount) of the of the Invoices.

Khaja Mohiuddin Team LeaderCustomer Support & Services

Customer Support & Service Responsibilities:

Admin:

Creation and management of customer documentation and installed base records Close cooperation and communication on operational issues with involved FSEs and Service

Delivery Manager and other sides in order to maintain high quality standards of services and generate high customer satisfaction

Providing administrative support for service team Preparing of statistics data as required by management Preparing price quotations for 3rd party services, managing 3rd party service activities Service tool calibration maintenance and administration Preparation of sales orders for CS agreement invoicing Billing plan preparation Creation and maintenance of CS agreements administration Review the FSE service work orders Settle cost against a contract and warranty Follow up in case of missing deliveries Follow all relevant business and Q&R policies and procedures and when requested participate in

reviews and follow –up actions. Providing site preparation notes to customer, scheduling the On-site Installation of the Instrument. Ordering Spare Parts & providing information on Spare Parts and consumables required to customer

for their operations. Escalating the Customers Extreme Problems to the International Response Centers in Germany,

Netherlands and Dubai to solve them in lesser time. Providing Technical Data Sheets for the Hazardous Material to be shipped for acquiring License for

the Landing permission (shipping the material) in to he the Kingdom to Ministry of Commerce. Preparing Support Contracts for the Yearly On-site Maintenance for the customers after the

completion of warranty of the New Instruments. Courtesy Telephonic Call to the customer to find out if any help or assistance is required.

Customer Service and Logistics Receiving Customer’s Calls of break down (problem) logging and scheduling the Job (assigning) to

the Support Engineers. Inbound Call Management and customer service Ensure customer calls/emails are attended during customer service business hours as per set

goals/KPIs Engage and manage key stakeholders including Philips Product and Sales Managers, Channel

Partners, End customers and greater CS and Operations Team Build and maintain customer relationships to maximize customer retention Resolve customer queries and complaints within 24 hours Engage with 3rd party logistics providers for warehousing and transport related matters Order Processing in SAP. Ensure orders received via fax/email before the cut off time are processed

on the same day Investigate and process customer returns and warranties Back order management

Khaja Mohiuddin Team LeaderCustomer Support & Services

Other Administrative Activities: Part returns management, returns processing, credits on returned parts, management and analysis and reporting as required. Maintaining Spare Parts Ware house. Maintaining all the department files Arranging Seminars Taking care of all the Travel Management of the Sales & Support engineers with in and out side the

Kingdom of Saudi Arabia. Arranging Customers training & travel plans local and International Training, including Visas wherever

required. Preparing the Training Material whenever required. Maintaining stock of Department Stationary and other requirements. Preparing Monthly and timely Sales Reports, Trade Calls Reports, Emloyees Attendance.

Jan 1992 – March, 1993:Professional for Information Systems, Riyadh(a Trading house Reseller for Hewlett Packard PC’s and peripherals).Worked as Business Administrator was responsible for:Significant Accomplishments

Assisting the Sales Team in Pre-Sales and Post Sales activities. Preparing Quotation, Invoices Procuring the Material from Hewlett Packard and other local Vendors selling it to the Customer. Handling all Commercial Correspondence independently in coordination with the manager of the

Organization.Accounts: Complete Book Keeping Cash Flow Statements Petty Cash Reconciling Bank Statement received from the Bank. Furnishing Information to the company Auditor as an when required.

Experience in India: Jan 1984 to November 1991Republic Forge Co. Ltd, Hyderabad – India - Asst. Programmer (a Manufacturing Company, a heavy industry specialized in Steel Forging) Job Responsibilities:

Processing of Company Pay Roll Module which included Employees Pay Slip, Bank Statements, Provident Fund Statements, Yearly Bonus Slip, Leave Entitlement Data Reports, Employees Attendance Reports and Employees Deduction Statements

Processing of Production Planning Control Report which included different Technical Department and Shop Floors.

Processing of Management Information System Reports for Senior Managers. Processing of Complete Financial Accounting System which included, Petty Cash Register, Bank

Register, Purchase Register, Cost Accounting Information, General Ledger, Profit & Loss, and Deprecation Statement of the Capital Items.

Providing Customized Information Report to Managing Director and Internal Auditors of the Company. Complete Sales Module which included Sales Order Register, Sales Invoicing, Pending Order Status

Reports, Sales Profit Statement, Sales Invoices Pending Statements, Age-wise Analysis of Pending Invoices, and Sales Order Rejected Statement with reasons, Sales Forecast and achieved target for the current Financial Year.

Inventory Control Module which included Material Receipts, Material Issued, complete Inventory Ledger

Khaja Mohiuddin Team LeaderCustomer Support & Services

Group Wise, and Various Analysis Report as required taking decision for controlling the Physical Stock of Inventory, Yearly Inventory Report.

Held the responsibility of a Shift In charge Controlling Data Entry Operators and Junior Programmers.