ISACK MAITHA
Product Support Specialist
Nairobi,Nairobi
Summary
I am a spirited and seasoned technical product support specialist with vast experience in engineering operations and key focus on Automobiles, Equipment and Machinery (Construction, Material Handling and Agriculture), oil & gas and power generation. Specifically, my skill set are majorly populated in Fleet operations management, Leasing and rentals (automobiles, equipment & machinery and generators),Engineering sales, Technical Product Support, pre-sales and post sales technical support, Warranty and Goodwill Policy Management, Business Contracting (Service Level Agreements-SLAs and Annual Maintenance Contracts-AMCs), Material Handling Operations, Maintenance and Servicing, Planned preventive maintenance, installations, repair and service, Equipment diagnosis, Client portfolio management, Workshop management, EHS and OSHA Management, Parts inventory control, Preventive maintenance, Automotive Engineering, Team leadership, Business development and customer service management (CRM).
Overview
8
8
years of professional experience
1
1
Certification
2
2
Languages
Work History
Workshop Controller (Heavy Commercial Trucks)
Isuzu Motors
02.2022 - Current
- Providing exceptional customer service by promptly addressing concerns and ensuring timely communication updates on repair progress.
- Championing the use of advanced diagnostic equipment to accurately identify faults leading to higher first-time fix rates.
- Leading process improvement initiatives that result in increase in operational efficiency and reduced overhead costs.
- Developing comprehensive training programs for new employees, improving overall workforce skill levels.
- Reducing downtime with proactive maintenance of workshop equipment and tools.
- Collaborating with sales representatives to provide accurate estimates and timelines for repairs.
- Boosting workshop revenue through upselling additional services such as detailing or preventative maintenance packages.
- Resolving complex technical issues by leveraging expertise in automotive diagnostics and repair techniques.
- Optimizing inventory management, minimizing stock shortages and reducing procurement costs.
- Fostering a collaborative atmosphere within the workshop encouraging knowledge sharing amongst colleagues resulting in improved problem-solving capabilities.
- Managing a team of technicians, ensuring proper task delegation and adherence to safety protocols.
- Maintaining high-quality work standards by enforcing strict quality control measures and regular staff training.
- Ensuring compliance with industry regulations through consistent documentation practices and rigorous internal audits.
- Streamlining repair processes for faster turnaround times and increased customer satisfaction.
- Establishing strong relationships with vendors, negotiating favorable terms for parts supply contracts.
- Implementing a preventive maintenance program, resulting in fewer emergency repairs and increased workshop productivity.
- Conducting regular performance evaluations of technicians, identifying areas for improvement and recommending appropriate action plans.
- Creating a safe working environment by implementing robust safety procedures compliant with OSHA regulations.
- Performing root cause analysis on equipment and non-compliant parts.
Technical Support Engineer
Isuzu Motors
02.2022 - 01.2024
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Updated and maintained current customer support database.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Built long-lasting relationships with key accounts through consistent delivery of outstanding technical support and service.
- Maintained response times to support business continuity.
- Proactively identified opportunities for process improvements, enhancing overall support quality and client satisfaction.
- Designed tailored engineering solutions for customers based upon key requirements.
- Researched new tactics to better hone responses and shorten remediation times.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Streamlined support processes for increased efficiency and reduced response times.
- Earned recognition from management for consistently delivering exceptional service quality.
- Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
- Contributed to sales efforts by providing pre-sales technical consultations, addressing prospective client concerns regarding product functionality and compatibility.
- Traveled with sales engineers on customer site visits to respond to specific technical questions.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Warranty Engineer
Isuzu Motors
06.2021 - 02.2022
- Championed the importance of customer satisfaction within the organization, fostering a culture focused on addressing and resolving warranty concerns.
- Created easy-to-understand warranty documentation for customers, clarifying coverage and scope details and reducing misunderstandings.
- Developed comprehensive reports for management, highlighting warranty trends and potential improvements.
- Coordinated effectively with sales teams on pre-warranty inquiries from potential clients.
- Cultivated strong relationships with key stakeholders, ensuring efficient resolution of warranty concerns.
- Expedited resolution of particularly challenging cases by collaborating closely with engineering teams and senior management when necessary.
- Assisted in the development of training materials for new hires, contributing to a well-informed team of Warranty Coordinators across the dealership network.
- Actively tracked performance metrics related to warranties regularly, leading initiatives aimed at achieving or surpassing established targets consistently over time.
- Ensured compliance with all relevant laws and regulations regarding product warranties while protecting company interests.
- Reduced warranty claim processing time by streamlining communication between departments and clients.
- Participated in cross-functional meetings to discuss ongoing warranty matters and develop strategies for continuous improvement in customer service quality.
- Enhanced customer satisfaction by efficiently managing warranty claims and providing timely solutions.
- Conducted regular audits of completed warranty claims, identifying areas for process improvement and cost reduction.
- Educated customers on proper maintenance and care practices to minimize warranty claims and improve product longevity.
- Effectively communicated complex technical information to customers, facilitating clear understanding of their warranties'' scope and limitations.
- Analyzed data on recurring product issues, providing valuable insights for future design improvements and reducing overall warranty expenses.
- Demonstrated exceptional attention-to-detail when reviewing claim documentation before making eligibility decisions.
- Maintained thorough knowledge of product warranties, enabling prompt assistance to customers and colleagues alike.
- Assisted in the design of an online warranty claim submission system, simplifying input for customers and speeding up processing times.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
Product Support Engineer
Achelis Group Of Companies
09.2019 - 05.2021
- Established strong relationships with key clients, becoming a trusted advisor on their equipment needs and and the necessary support.
- Implemented process improvements that led to reduced response times for customer inquiries without sacrificing quality of service.
- Increased sales volume by providing exceptional customer service support and tailored support solutions.
- Trained new team members on product knowledge, boosting overall team performance.
- Negotiated contracts (Service and Maintenance) successfully, securing mutually beneficial terms for both clients and dealership.
- Generated detailed reports on technical support activities regularly, allowing management to track progress toward objectives.
- Organized promotional events to showcase available material handling equipment, construction and energy solutions to attract potential buyers.
- Evaluated trade-in equipments accurately to offer competitive pricing while maintaining dealership profitability goals.
- Assisted customers throughout the entire equipment acquisition process, including test drives, technical support, financing options, and final paperwork.
- Utilized CRM systems for efficient lead tracking and follow-up, ensuring timely communication with prospects.
- Streamlined customer support processes by identifying areas for improvement and implementing necessary changes for increased efficiency.
- Delivered informative product presentations, highlighting key features that aligned with customer requirements.
- Developed strong relationships with clients for repeat business and referrals.
- Coordinated closely with service department to address any maintenance issues prior to vehicle delivery, ensuring complete customer satisfaction.
- Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
- Assisted clients throughout sales process and provided after-sales support to assess satisfaction and resolve problems.
- Helped customers navigate choices between services with support for questions such as terms, pricing, and availability.
- Serviced existing accounts on regular basis to maximize revenue.
- Connected customers with services based on individual needs and vendor capabilities.
- Set up appointments with potential and current customers to promote new products and services.
- Pursued existing and potential customers by phone, email and text message to generate leads and close sales.
- Drove new business by acquiring new clients and expanding new and existing relationships.
- Worked to develop network by identifying and pursuing new leads, attending industry events, and building rapport with clients.
- Demonstrated products and specific features at customer locations and special events.
- Monitored competitor activities and innovations to stay ahead and proactively adjusted strategies.
Fleet Operations Coordinator
Vehicle & Equipment Leasing Limited
01.2017 - 08.2019
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Oversaw scheduling tasks efficiently, ensuring optimal staff coverage during peak times without sacrificing quality of service delivery or exceeding budget constraints.
- Managed budgets skillfully by tracking expenses diligently and allocating resources appropriately based on priority needs.
- Reduced logistical errors through meticulous planning of transportation schedules and inventory management practices.
- Negotiated contracts successfully with vendors securing favorable terms while upholding high-quality standards.
- Implemented cost-saving measures through resource allocation optimization, leading to significant budget reductions.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Entered data, generated reports, and produced tracking documents.
Education
Bachelor of Science - Mechanical & Manufacturing Engineering
Egerton University
Nakuru, Nakuru District, Kenya12.2016
Certified Public Accountant CPA - Accounting And Finance
KCA University
Nairobi, Nairobi Province, Kenya07.2011
High School Diploma -
Mumbuni High School
Machakos, Machakos District, Kenya12.2009
Skills
Health and safety
Deadline Management
Maintenance Scheduling
Product Support (Pre-Sales and Post-Sales)
Sales Leads Generation
Business Development
Contract Management
Key Account Management
Workflow Optimization
Workshop Management
Cost Control Management
Staff Management
Strategic Planning
Pricing and Costing
Financial Management
Revenue Generation
Budget Administration
Budget Development
Certification
- Graduate Engineer, Engineers Board of Kenya - Life Time
Travelling
I love driving long distances- gives me therapeutic experiences, National Parks and exploring the nature. I have travelled close to over 15- National Parks in Kenya. My best experience was in the Famous Aberdare Ranges in Kenya (Key Water Catchment Grounds) with wonderful water falls.
Additional Information
Currently Pursuing MBA from Università degli Studi Guglielmo Marconi
Languages
Swahili
Native language
English
Advanced
C1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Re-packaged the warranty cover on equipment as a solution to upsell service and repair parts. I managed to segment the warranty packs over a duration of 10 years and clients bought the concept hence driving growth of the after sale support revenue by 20-30%.
Area: Technical Product Support
Company: Achelis Group of Companies
Time frame: 2019 to 2021
- Collaborated with team of 5 (Being representative of vehicle dealership and Key Insurance Underwriters) in the development and implementation of a proposal that helped solve customer concerns efficiently. This tripled revenues generation and eliminated long cycles hence promoting strong business ties.
Area: Technical Product Support
Company: Isuzu Motors
Time frame: 2022 to 2023
Interests
Business Development and Product Support
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Paid sick leaveHealthcare benefitsFlexible work hoursPersonal development programsTeam Building / Company RetreatsCompany CultureWork-life balanceCareer advancementPaid time off401k match4-day work weekWork from home optionStock Options / Equity / Profit SharingAffiliations
- Rotary Club
Software
SAP, Automaster, Office Suite,
Travelling & Driving
* I love driving on long distances
* Game park tours and adventuring to connect with nature
Timeline
Workshop Controller (Heavy Commercial Trucks)
Isuzu Motors
02.2022 - Current
Technical Support Engineer
Isuzu Motors
02.2022 - 01.2024
Warranty Engineer
Isuzu Motors
06.2021 - 02.2022
Product Support Engineer
Achelis Group Of Companies
09.2019 - 05.2021
Fleet Operations Coordinator
Vehicle & Equipment Leasing Limited
01.2017 - 08.2019
Bachelor of Science - Mechanical & Manufacturing Engineering
Egerton University
Certified Public Accountant CPA - Accounting And Finance
KCA University
High School Diploma -
Mumbuni High School
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