At Vaisala Sdn Bhd, I direct service operations and lifecycle support for environmental, weather, and industrial measurement systems. I launched a remote diagnostics and condition-based maintenance program that lifted the first-time-fix rate by 85%.
I also serve as the primary escalation point for public-sector and industrial clients, including airports and meteorological agencies. By partnering with Sales, I increased contract renewals by 15%, and budget and pricing changes delivered a 3% gross margin improvement.
At Agilent Technologies Sdn Bhd, I directed a team of 33 Field Service Engineers and Application Engineers across Malaysia. New service procedures, pricing strategies, and productivity initiatives contributed to a 10% annual profit increase.
Earlier, I led service teams at Machines Service Center, Petronas, and Hewlett Packard — Shell Account. My work included implementing Zendesk and launching chat-based IT service support for the Shell account; I hold ITIL V3 Foundation, ITIL V2, and ISO 9001:2008 Auditor certifications.
