Mohammed O.

Ezzat
Manama, Bahrain • +973 3563-0479 • Moh_Othman@yahoo.com - Egyptian

SUMMARY OF QUALIFICATIONS

 Over 16 years of experience in customer support in the Lab diagnostics field.

 Strong background in biomedical equipment and electronics.
 Proven skills in computer network, LIS & Network communication & Lab automation
control systems.
 Professional communication skills include fluency in English written & spoken
 B.Sc. in Systems & Biomedical Engineering.
 Computer skills include:
- IBM Lotus notes database programming.(Sample program available for a working
full functional programming)
- Network & Windows environment professional.

PROFESSIONAL EXPERIENCE
Service Manager-Lab Division Jan, 2015 - Present
Wael Pharmacy, Manama, Bahrain (Siemens Distributer)

 Supervise and inspect the installation, testing and operation of laboratory systems
and equipment
 Support a variety of products (Siemens, Abbott, Beckman Coulter Hema systems,
BD, Bio-Rad, Radiometer, Sakura, GFL, Millipore).
 Worked in field in many equipment: Siemens (All lines & Automation), Abbott
(Architec 2000i), Beckman coulter (HMx , LH750, Act5 & ActDiff).

 Build and develop a teamwork spirit for service team.

 Supervise and control work load of service engineers.
 Schedule service work according to priority and maintains an orderly flow of work.
 Advise customers of necessary repair service including estimates of cost; also make
recommendations to customers for preventative maintenance.
 Handle customer complaint problems pertaining to service and repair work.
 Supervise the training of service engineers with training programs.
 Maintain in good condition all service tools.
 Arrange the vacation plan and duty schedule of the engineers.
 Guide the service team members to follow the safety and quality protocols.
 Develop service preventive service plans.
 Order and maintains adequate supplies and parts for service department inventory.
 Make sure warranty claims are processed and forwarded to supplier.
Area Service Manager May, 2012 – Dec., 2014
Batterjee N. Ph., Eastern & Central Area, Saudi Arabia.

 Managing the customer support activities in eastern and central areas.

 Supported a variety of products (Siemens Healthcare diagnostics).
 Worked directly with end-users to trouble shoot application problems and train lab
staff.
 Complaint handling & resolution in the most efficient and timely manner.
 Maintained existing customer installed data base and performed the needed
maintenance plans and systems’ upgrades through the service team.
 Supporting the different products and ensuring the proper operation and
performance.
 Team building & training and enhancing the team work spirit with team members.
 Cost-Reduction of service operation and optimization of spare parts stocking &
consumption.

Customer Service Engineer (Senior) May, 2008– May, 2012

Siemens HealthCare (Batterjee N.PH.), Khobar, Eastern province (Saudi Arabia)
 New products added due to the expansion with Siemens Dx.

Customer Service Engineer March, 2002– May, 2008

Bayer Diagnostics (Batterjee N.PH.), Khobar, Eastern province (Saudi Arabia)

 Answered inquiries from customers in person and on the phone.

 Investigated and solved any customer concerns.
 Deliver customer training for the supporting lines.
 Good customer communication.

Software Experience
Database programing using lotus notes (IBM) 2005 – Present
Developed CRM database using the client server software (Lotus Notes) from IBM.
Also Spare parts management tools.

 Utilize strong tool of Lotus notes to manage & organize the work flow of the service
department.
 Support management with analysis for decision making, and service evaluation.
 Mohammed O. Ezzat Page 3 of 3

EDUCATION

MMBA 2015
Swiss E-Learning institute - (Online course).

Bachelor of Systems & Biomedical Engineering 2000

Cairo University
(Equivalent to a Bachelor of Electronics engineering degree from an Ontario university,
as determined by World Education Services in Toronto, ON)

Professional Training
 Maintenance of blood gas equipment (Bayer Dx -UK) [May 02]
 Hematology (Advia 120) Service & Application (Bayer Dx -UK) [Jul 02]
 Bio-Chemistry (Advia 1650) Service & Application (Bayer Dx -UK) [Feb 03]
 Immuno-Chem (Advia Centaur) Service & Application (Bayer Dx-UK) [May 03]
 Bio-Chemistry (Advia 1200) Service & Application (Bayer Dx - UK) [Mar 05]
 Blood Gas RL 1200 ABG (Bayer Dx - KSA) [Mar 07]
 Dimension Chemistry systems RxL, Expand (Siemens Dx - Jeddah) [April 08]
 Viva Drug & Chem. Systems (Siemens Dx- Jeddah) [Sep 08]
 Immuno-Chem system Advia Centaur CP (Siemens – Andover UK) [July 09]
 Micro biology system MicroScan WA96 (Siemens – Barcelona Spain) [Aug 09]
 Hematology (Advia 2120) Auto Slide Maker (Siemens – Frankfurt, Germany) [Feb
2011]
 Hematology (BCS-XP) Coagulation (Siemens – Barcelona Spain) [March 2011]
 Informatics & IT (RapidComm NPT) (Siemens – UK ) [Augest 2011]
 Automation (Versa Cell) (Siemens – Germany) [Feb 2013].
 Automation Aptio – Siemens USA [Nov. 2016].(+Practical experience with Siemens
middle ware CentraLink,& Nemo)

REFERENCES

 Available Upon Request