Khusro Ashfaq
Orlando,FL
Summary
Proven leader at Lexmark, driving service excellence through strategic operations management and team development. Expert in performance analysis and technical support, boosting customer satisfaction by 20%. Adept at fostering collaboration and delivering quality assurance, ensuring seamless service delivery and enhanced workforce efficiency across multiple regions.
Overview
15
15
years of professional experience
Work History
Regional Service Manager
Lexmark
Orlando, Florida
01.2024 - Current
- Managed regional service operations, boosting customer satisfaction and support quality.
- Supervised and coordinated a team of 23 field technicians across multiple locations to ensure service quality.
- Implemented service strategies to streamline workflows and enhance service delivery.
- Analyzed service performance data to identify and recommend improvement opportunities.
- Oversaw inventory management for parts and equipment region-wide.
- Scheduled regular onsite visits to verify technician compliance with quality standards.
Field Service Specialist
Lexmark International, Inc
Orlando, FL
03.2018 - 01.2024
- Conducted training sessions for BSD technicians, improving technical skills and service quality.
- Trained clients on equipment usage and maintenance for optimal performance.
- Provided technical support to BSD dealers in southeast region, enhancing service delivery.
- Facilitated quarterly business reviews with BSD principals to assess performance metrics.
- Collaborated with sales teams to create strategies that elevated customer satisfaction.
- Addressed customer concerns through effective communication, fostering improved satisfaction levels.
Field Service Engineer
Lexmark International, Inc
Orlando, FL
05.2016 - 03.2018
- Coordinated remedial and scheduled service support for Orlando and surrounding areas, ensuring timely resolution of issues.
- Diagnosed and resolved hardware and software issues for customer devices.
- Collaborated with clients to schedule on-site service appointments and installations.
- Delivered quality service performance to fulfill customer commitments, contributing to high customer satisfaction levels.
- Trained customers on proper equipment usage and maintenance procedures.
Senior Service Technician Canon Escalation Specialist
Dex Imaging, Inc
Orlando, FL
04.2015 - 05.2016
- Obtained OEM training on Canon products, including Imagepress series and Advance series, to enhance technical expertise.
- Specialized in maintaining production equipment by Canon, Kyocera, and Konica to ensure optimal performance.
- Analyzed and resolved customer copier issues to restore functionality and minimize downtime.
- Supported over 200 machines in field.
Field Service Manager
CANON SOLUTIONS AMERICA
Orlando, FL
04.2011 - 02.2015
- Managed daily operations of field service department, overseeing remote staff to ensure service quality.
- Managed 15 Field Service Technicians.
- Provided technical support to technicians, enhancing troubleshooting efficiency.
- Tracked and analyzed key performance indicators, ensuring alignment with departmental targets.
- Successfully implemented the new Ride Along program.
- Resolved customer inquiries and issues effectively.
- Streamlined Standard Operating Procedures.
- Daily analysis of production and inventory levels.
- Earned distinction as a leading field service manager at CSA.
Education
BA - Business Management and Communication
Concordia University
Saint Louis, MissouriAAS - Electronics Technology
ITT Technical Institute
Saint Louis, MissouriSkills
- Service delivery
- Field service execution
- Customer management
- Performance metrics
- Inventory management
- Operations oversight
- Supervision and training
- Workforce planning
- Technical proficiency
- Technical support
- Complex problem solving
- Team coordination
- Quality assurance
- Effective communication
Timeline
Regional Service Manager
Lexmark
01.2024 - Current
Field Service Specialist
Lexmark International, Inc
03.2018 - 01.2024
Field Service Engineer
Lexmark International, Inc
05.2016 - 03.2018
Senior Service Technician Canon Escalation Specialist
Dex Imaging, Inc
04.2015 - 05.2016
Field Service Manager
CANON SOLUTIONS AMERICA
04.2011 - 02.2015
BA - Business Management and Communication
Concordia University
AAS - Electronics Technology
ITT Technical Institute