Open to opportunities

Jayakumar Balachandran

@jayakumarbalachandra

Message

I am a customer support professional with over 30 years of experience.

India

Message

What I'm looking for

I seek a senior engineering or customer-support leadership role where I can drive service excellence, digital transformation, team development, and measurable KPI improvements.

My core area of expertise in Customer Support. I was the technical head for a variety of solutions viz. voice and data, radio & wireless, office automation, baggage scanners, mobile phones, cameras, in-house IT support etc. I have extensive experience in Oracle Service Cloud from functional point of view.

Experience

Work history, roles, and key accomplishments

Regional Engineering Manager

International Agencies Company Limited

May 1995 - Sep 2024 (29 years 4 months)

Led regional engineering and customer support operations across Bahrain, Kuwait and India, improving customer satisfaction scores by 20% and reducing product downtime by 30% through process optimization and digital service tools.

Field Service Management Technical Training & Customer Success

Customer Support Engineer

International Agencies Company Limited

Jan 1995 - May 1995 (4 months)

Delivered installation, maintenance and support for telecommunications and imaging systems, contributing to service revenue generation and escalation resolution across regional accounts.

Installation Maintenance Troubleshooting Escalation Management Customer Support Image Solutions

Sales Engineer

Zaid Al Kazemi Sons Trading Company

Jan 1994 - Jan 1995 (1 year)

Provided pre-sales technical consultancy and support for Alcatel telecom systems, enabling solution customization and supporting sales efforts across enterprise clients.

Solution Design Customer Engagement Technical Presentations Sales Support Stakeholder Management

Service Engineer

NGEECO

Jan 1993 - Jan 1994 (1 year)

Executed installation and maintenance of Siemens telecom systems, providing technical support and field service across customer sites to ensure uptime and service continuity.

Siemens Installation Field Services Troubleshooting Customer Support Technical Documentation

Senior Techno Commercial Engineer

BPL Systems & Projects Limited

Jan 1985 - Jan 1993 (8 years)

Managed technical and commercial aspects of projects in office automation and enterprise IT, supporting installations, sales engineering and client-facing technical delivery.

Project Support Client Management Installation Sales Engineering Technical Documentation