Summary
Overview
Work History
Education
Skills
Languages
Timeline
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DEVARAJU SEKARAN

DEVARAJU SEKARAN

GLOBAL SERVICE MANAGER
NIBONG TEBAL,PENANG

Summary

Dedicated and experienced with over 25 years in the PCB, heavy industrial and Semiconductor sectors. The Global Service Manager is responsible for overseeing the service operations, support strategy, and customer satisfaction related to wet line equipment on a global scale. This includes ensuring alignment with Project Management, sales goals, coordinating after-sales support, driving service revenue, and leading technical service teams or partners across different regions. Adept at leading teams, training personnel, and ensuring safety and quality standards compliance. Experienced with global service operations, ensuring seamless service delivery. Utilizes strategic planning and cross-functional team management to achieve goals. Track record of enhancing customer satisfaction and operational efficiency.

Overview

26
26
years of professional experience

Work History

Global Customer Service Manager

SEA Asia Pacific (Malaysia) Sdn Bhd
01.2023 - Current
  • Lead global service operations for wet line tools.
  • Develop and implement standardized service protocols across regions.
  • Oversee installation, commissioning, troubleshooting, and repairs.
  • Ensure high customer satisfaction through fast, reliable service and support.
  • Create and maintain global service-level agreements (SLAs).
  • Handle major customer escalations and complex technical issues.
  • Collaborate with global sales teams to provide technical expertise and after-sales support.
  • Assist in pre-sales technical assessments, service proposal development.
  • Lead and develop regional service teams, distributors, or third-party service partners.
  • Develop and deliver training programs for service techs and customers.
  • Define and drive global service strategy aligned with business growth.
  • Identify and implement service-related revenue opportunities.
  • Track KPIs, service metrics, and continuous improvement initiatives.
  • Ensure all service operations meet global safety, quality, and environmental standards.
  • I managed as Project Manager on a new equipment installation project for various counties, with over 70 wet line tools for Several industries.
  • Consistently achieved exceeding target levels on the installation Schedule, with performed good service.
  • Achieved a substantial reduction in machine downtime, consistently exceeding target levels through the execution of strategic maintenance initiatives.
  • Enhanced production yield by implementing best practices in machine operation and troubleshooting, resulting in improved overall efficiency and productivity.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution. Managed a Global Service team of service engineer representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressed issues, and implemented effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Researched and corrected customer concerns to promote company loyalty.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Kept accurate records to document customer service actions and discussions.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
  • Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
  • Created and reviewed invoices to confirm accuracy.
  • Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
  • Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
  • Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.

Senior Technical Support

ATOTECH Malaysia
09.2012 - 01.2023
  • Supervise and support the installation of new Uniplate and PLB al Atotech Equipment, as well as retrofit existing machines.
  • Develop and maintain a preventative maintenance program to ensure efficient equipment operations.
  • Train customers on equipment usage and maintenance procedures.
  • Monitor daily equipment performance, maintain parts inventory, and ensure compliance with safety and quality requirements.
  • Provide feedback on recurring non-machine problems to customers and management, proposing solutions when applicable.
  • Oversee the maintenance and upgrade of plating process machines for printed wiring multi-layer boards.
  • Successfully reduced machine downtime below target levels through effective maintenance strategies.
  • Enhanced production yield by implementing best practices in machine operation and troubleshooting.
  • Managed time efficiently in order to complete all tasks within deadlines.

Engineer

IIA Technologies Sdn Bhd
01.2011 - 09.2012
  • Maintained and supervised preventative maintenance programs for production equipment.
  • Collaborated with production teams to ensure optimal machine performance and yield.
  • Conducted troubleshooting and repairs on DIAMOND GROW CHAMBER and CVD process machines.
  • Improved machine reliability and reduced recurring issues through proactive maintenance and problem-solving.
  • Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
  • Developed positive working relationships with stakeholders to effectively coordinate work activities.
  • Evaluated vendor proposals for equipment procurement, selecting optimal solutions based on performance requirements.
  • Supported junior engineers through mentorship, offering guidance on complex problem-solving and technical skills development.
  • Reduced downtime during system upgrades with thorough planning and implementation of new hardware across company networks.
  • Facilitated knowledge sharing sessions on latest engineering trends, fostering culture of continuous learning among team members.

Technical Supervisor

Genting Sanyen Industrial Paper Sdn Bhd
04.2005 - 01.2011
  • Ensured proper maintenance and troubleshooting of production machines to minimize downtime.
  • Participated in ISO 9002 / ISO 14001 program implementation and compliance.
  • Successfully led initiatives to improve machine performance and reduce operational costs.

Maintenance Senior Technician

ASAHI TV GLASS PTE LTD
05.1999 - 01.2005
  • Performed preventive maintenance on CG machines and assisted in repairs.

Education

Bachelor's degree - Engineering (Electrical/Electronic)

Edmonton University
Malaysia
01.2010

Mechatronics& Electro Mechanical

Institute of Technical Education of Singapore
Singapore
01.2002

Skills

  • Skilled in Omron, Mitsubishi, Siemens, and Fatek PLCs
  • Skilled in operating various inverter systems
  • Pneumatic systems expertise
  • Proficient in plating and AOI techniques
  • Proficient in MS Word and Excel
  • Problem-solving
  • Time management
  • Decision-making
  • Excellent time management skills
  • Exceptional interpersonal communication
  • Team building and leadership

Languages

English: 9/10 (Spoken/Written)
Bahasa Malaysia: 9/10 (Spoken/Written)
Tamil: 9/10 (Spoken/Written)

Timeline

Global Customer Service Manager

SEA Asia Pacific (Malaysia) Sdn Bhd
01.2023 - Current

Senior Technical Support

ATOTECH Malaysia
09.2012 - 01.2023

Engineer

IIA Technologies Sdn Bhd
01.2011 - 09.2012

Technical Supervisor

Genting Sanyen Industrial Paper Sdn Bhd
04.2005 - 01.2011

Maintenance Senior Technician

ASAHI TV GLASS PTE LTD
05.1999 - 01.2005

Bachelor's degree - Engineering (Electrical/Electronic)

Edmonton University

Mechatronics& Electro Mechanical

Institute of Technical Education of Singapore

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DEVARAJU SEKARANGLOBAL SERVICE MANAGER