HCL Infoystems Ltd. Jun 2000 to Aug 2003​

Associate Customer Engineer

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Technical Support and Repair
Led the Regional Testing & Repair Center (TRC) team, overseeing the repair of diverse computer peripherals, including printers, monitors, and logic boards. Successfully managed an average of five daily repair requests, ensuring consistent delivery of operational equipment and meeting operational demands. Identified process gaps and implemented improvements to optimize repair efficiency, reduce equipment escalations, and exceed Service Level Agreement (SLA) targets.

Field Engineer Enablement
Designed and delivered tailored training programs for field engineers on heavy-duty printers, plotters, and passbook printers, significantly enhancing their troubleshooting capabilities. Provided telephonic support to engineers in the field, enabling on-site issue resolution. These initiatives reduced equipment input to the TRC and improved overall asset availability for customers.

Inventory Management
Effectively managed stock levels at the Technical Repair Center (TRC) and local stores, maintaining accurate inventory data within the tracking system. Implemented robust forecasting for frequently used parts, ensuring sufficient stock availability and reducing pending calls for spares in the region.

On-Site Service Enhancement
Traveled to remote bank locations to directly repair over 50 passbook printers, significantly reducing transit-related damage to heavy equipment. This initiative contained transit expenditures and improved revenue margins for Annual Maintenance Contracts (AMCs).