Job Market


Joe Abiaad

Personal Statement:
Work Experience:
Professional Skills:
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Senior level positions in Service Operations and Customer Relationship Management with leading organizations. Effective at building culturally diverse, team-centered operations, with excellent business process skills. Talented in coaching, managing and leading highly skilled professionals. Possess high analytical thinking, enjoy problem solving and have proven ability in planning, turnarounds, task organization and time management.
Career Synopsis
 Over 16 years of experience in Service Operations, Customer Service, Spare Parts Management and Team Management. Presently associated with Samsung Electronics as Senior Manager, MENA Service Operations.
 Competent in assessing and implementing effective solutions to the customer needs, with an aim to improve customer contentment and consequently customer loyalty, repeat and referral business.
 Adept at providing service operations; understanding clients’ requirements and providing services accordingly. Leading teams to ensure the accomplishment of service deliverables.
 Consistently achieved service targets & sustained a high Customer Satisfaction Index across the illustrious career.
 Highly skilled in Spare Parts Management; implementing various forecasting, ageing and safety stocks monitoring process. Ensure optimum parts revenue thru periodic analysis of parts movement and life cycle assessment.
 Abilities in motivating workforce in enhancing their efficiencies & assisting them to deliver quality services to clients. Strong relationship management, analytical & communication skills.
 Managing all service aspects of the geographical region thru direct management of operational Teams namely Warranty, Technical, KPI and Service Network by developing employee’s skills.
 Keen on planning regional service strategies, implementation, results evaluation and revision as appropriate to meet customers’ changing requirements
 Problem solving and decision making (by Achieve Global) Feb 2011
 Management @ Canon (European Leadership and Management Development ) By Mannaz June 2010
 Management Essential Course by: RogenSi Dubai, UAE. 2008
 Quality Service Skills by: Achieve Global Dubai, UAE.2008
 Selling Services by Team Learning AS.2009 Dubai,UAE
 Service Manager academy II By Quality Management& Training limited UK
 Customer satisfaction program by: SI Group UK Dubai, UAE.2006
 Service Manager Academy by: Canon ( CME-Canon Europa-Canon Egypt-Canon Hungary) 2005
 Train the trainer by: Mediaform Lebanon 1998
 Customer Satisfaction Program by: Mediaform Lebanon 1997
 Computer Hardware & Networking by: Training by: I.C.T Lebanon. 1995
 Computer assembling by :I.C.T Lebanon 1993
 Executive level leadership 2008 by: online MLZ Canon
 Quality Service Skills 2008 by: online MLZ Canon
 E maintenance 2008 by: online MLZ Canon
 Fax Technologies by: online MLZ Canon
 Trouble shooting connectivity by: online MLZ Canon
Conferences Attended
 B2B Sales Conference for MENA Region, Turkey 2012
 B2B Service Conference for MENA Region, Dubai 2012
 Service Workshop for MENA Region, Dubai 2012
 Digital Service Workshop, USA 2012
 Global Service Orientation, Korea 2012
 Canon Service managers MENA Workshop in Dubai 2010
 Canon Service managers EMBU Workshop Amsterdam 2008
 Production Solution forum Service Management Workshop Canon Germany 2008
 Service Management Workshop (Winserv) Turkey 2008
 Canon Switzerland Best practice visit Canon Swiss 2007
 Service Support Forum Morocco 2007
 Service Development and Customer Satisfaction Japan 2007
 Canon Service managers forum Oce Munich Germany 2006
Core Competencies
Revenue Expansion
 Achieving the fiscal target of revenue, gross margin and profit
 Establishing short/ long term budgets & strategies for achieving profitability.
 Planning and analysis of business for assessment of revenue potential in business opportunities.
 Determining company’s mission & strategic direction as conveyed through policies & corporate objectives; with focus on topline and bottomline performance.
 Effective Cost control measurement and maximum staff utilization
 Focusing on generation of revenue through sales of services and parts.
Client Relationship Management
 Managing all assigned operational territory and ensure that the Service Organization consistently delivers value to our customer in time of service delivery, product reliability and customer satisfaction
 Ensuring speedy resolution of queries and grievances to maximize client satisfaction levels.
 Maintaining excellent relations with clients to generate avenues for additional business.
 Monitoring post service activities like follow up with customers, service reminders and handling customer grievances for superior customer service.
 Enhancing customer satisfaction matrices through on-time delivery & monitoring customer complaints & issues.
Technical Service Support
 Managing Service Operations with focus on implementing policies & procedures; developing/streamlining systems; handling Workshop Operations, etc.
 Adhering to service procedures with focus on optimizing operational effectiveness of equipment and reducing breakdowns / downtime to minimum.
 Developing and ensuring customer satisfaction by maintaining excellent Turn around Time for delivery & Standard Service Quality Norms.
Team Leadership
 Motivating, managing and controlling and developing Service Supervisors ensuring they work to achieve operational and business targets. Agree clear development plans, to improve capability and effectiveness of staff.
 Training the team members and build an effective / knowledgeable hierarchy.
Spare Parts Management
 Effectively implements forecasting and inventory management methods
 Pivotal in implementing Parts Buy Back process for service partners
Career Highlights
June 2014 – Jan 2016 EDUWARE Account Manager, Lebanon
Managing sales operational performance. Handling Smart school’s sales solutions for private sector
Developing a unique approach to identify and capture new accounts.
Helping to grow the sales pipeline in the shortest time possible.
Notable Accomplishments  Increased territory sales, exceeding quota by 12% in 2014 and 15% in 2015.  Strong listening, presentation and closing skills to optimize sales results despite previously dominant competitor advantage.  Demonstrated an unwavering commitment to customer service, adding new customers while maintaining premium service levels with existing accounts.
Nov 2011 - Feb 2014 Samsung Electronics of Head MENA Service Operations
Managing operational performance of the direct and indirect elements of Service in support of revenue, expense management, customer satisfaction, and employee motivation and satisfaction objectives.
Notable Accomplishments
 Modified Warranty process which resulted to 5% cost reduction
 Improved manpower efficiency by revised internal control method
 25% increased Service Network versus 2011 by implementing new coverage calculation scheme
 Instituted Digital Service and B2B Infrastructure
 Rapid improvement of 30% in Branches KPI
 Introduced Service Pack Focus (SPF) Project – Awarding scheme for Salesmen with highest Service Pack Sales
 Introduced Buy Back Process for Service Partners as part of incentive-penalty scheme
 Task Force Adviser for Fatih Project Service Differentiation – Ministry of Education Smart School Project in Istanbul, Turkey
Oct 2007 – Nov 2011 Canon Emirates National Service Manager
Built the Service Department by managing all assigned operational territory through monitoring and review of the performance of all staff and business process assigned and benchmark those against the European standards and targets.
Notable Accomplishments
 Demonstrated excellence in implementing the new system (Customer Support Management System) which assures full automation of the service functions offered by WS Software (Winserv) Solutions and customized based on Canon Europe Standards.
 Successfully exceeded Revenue & Gross Profit Target and reached 137 % revenue achievement for the Year 2008.
 Efficiently achieved
 109%Service Sales achievement of 2010 Yearly target.
 74% Service Contract Penetration as per the MIF report of 2nd Quarter 2009
 97% Customer Satisfaction as per the Customer Tele-Survey 2nd Quarter 2009
 110% Service Contract Sales as per the Sales Target of year 2009.
 Over 90% Service Invoice Collection achievement.
 98% Installation Completion within 24 hours and 82.5% call attended within 4 working hours.
 96% Spare Parts Inventory Control for the year 2008-2009
 Played a key role in increasing the Engineers Performance with very aggressive KPI’s and achieved 84.7 % Average Engineers Performance for the first quarter year 2009 by Coaching and regular meeting with discussing service strategy and reviewing the department achievements.
 Created and introduced the Incentive for Growth (i4G), a combined incentive for Service and Sales Departments marking a rapid 150% growth in selling services
 Worked together with the clients in assessing their Printing Volume that could provide them an overview of their total printing cost
 Developed new clients such as Abu Dhabi Police, Mubadala, Abu Dhabi General Services (Musanada) and Dubai Racing Club
 Efficiently decreased the average Parts Cost by +10% through refurbishing old returned units and repairing PCB circuits in the workshop
 Kept an open line of communication and brain storming sessions to discuss all the major problems within the team to come up with the best solution
July 2006 - Oct 2007 Gibca LLC Dubai National Service Manager
Built Service Team in preparation of the transition from dealership to main flag carrier of Canon products and services in UAE
 Recruitment of Engineers, Helpdesk and other support staff
 Creation of departmental policies and procedures
 Conceptualization of Service Management System (Winserv)
 Forecasting Spare Parts as per market demands
 Marketing Gibca services to build up customer relationship
 Plan service and technical skills training for the entire service team
Notable Accomplishments
 Received Service Development and Customer Satisfaction Level Award from Canon Japan
 Spearheaded operations to ensure achievement of the service engineers’ KPI’s and review it weekly.
 Coordinated with Helpdesk Team on all service call assignments by considering engineer’s expertise and capabilities.
 Established MIF from zero to 2400 contracts
 Generated income from zero to 3M DHS
Jan’00 – June’06 National Trading Center/National Printing Center
Joined the company as Service Manager and promoted as National Service Manager in 2003
Notable Accomplishments
 In terms of Revenue Generation tripled the Service Revenue from 7 million to 21million per annum since take over
 Synchronized integration of National Operation as one core unit
 Achieved as being identified as Silver Partner of Canon’s Partnership Program after an exhibited audit on operations and prestigious to achieved as first ion GCC-MENA, thereby gaining numerous incentives for the organization
 Identified and encourage staff whereby they reaching a milestone as being selected as the Best Engineer of the year for the whole Middle East region by Canon Middle East bagging both winner and runner in Technical field with a reward trip to Portugal
 Suggested and implemented new method of approach that had increased earnings considerably
Personal Information
Languages Known : English, French & Arabic
Date of Birth : 9th August 1971