Roche Middle East

Service excellence, service strategy, strategic projects leadership, operational effectiveness, and organizational sustainability.

Regional Service Catalyst - Service Excellence

~Leading cross-functional teams as a Product Owner to implement strategic priorities at the level of the Middle East and locally in Lebanon
~Engaging in active communications with regional stakeholders during sprints to align, design, and to share experiences. Stakeholders include leadership team, country heads, service and sales leaders, and field experts.
~Contributing to the strategic transformation and to the new operating model by being visionary, architect, coach, and catalyst (VACC)
~Conducting the Scrum Master role in local and regional teams that work on various strategy, innovation, and operations topics.
~Facilitating strategy workshops, design sprints, Scrum sprints, and hackathons that enable RDME networks to transform and align with the global strategy and new ways of working to implement various strategic initiatives and projects.
~Supervising and overseeing the work of junior colleagues through coaching, mentoring, and training that empower them to achieve their personal goals and the service goals.

Senior Field Service Engineer

~Provided technical and application customer support for different lines: cobas pure, cobas pro, c8000, c6000, c4000, c6500, c4800, TLA (total lab automation) and cobas infinity IT digital solution. This included reactive service calls, proactive and predictive maintenance activities, and installations and configurations. 
~Provided technical training for customer medical engineers and on job trainings for new joiners FSEs.
~Achieved exceptional customer experience by providing top notch services and building strong customer relations. In addition to translating the voice of the customer through the organization and following up on the feedback mechanism and CX insights and data.
~Performed admin and back office duties that include CRM case reporting, reports and dashboards monitoring, KPIs monitoring, proactive preventive maintenances and modifications planning, documentation and archiving, spare parts management...

Field Service Engineer

TECHNOLINE s.a.l. and BIODIAMOND s.a.l. Middle East (Sister companies)

~Provided 1st level support, preventive maintenance, and installation for several laboratory and hospital equipment that included and not limited to: Olympus Microscopy, Olympus clinical chemistry analyzers, Diasorin Liason and Liason XL, 3M gas sterilizer, Belimed steam sterilizer, Nihon Kohden Hematology, defibrillators, Monitors, Fujifilm computed radiography, incubators…
~Handled service department activities including documentation, archiving, inventory stock counts, service contracts selling.

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