Letchumanan Samudram
Regional Technical Manager
Semenyih
Summary
Results-driven professional with over 20 years of technical knowledge and expertise in technical support and service delivery. Skilled at building strong client relationships and leading cross-functional teams to achieve organizational goals. Certified in ITIL Foundation, adept at managing complex projects, improving service quality, and driving customer satisfaction through innovative solutions. Talented Manager with expert team leadership, planning, and organizational skills. Equips employees to independently handle daily functions and meet customer needs, while also serving as a diligent trainer and mentor with exceptional management abilities and a results-driven approach.
Overview
28
28
years of professional experience
1995
1995
years of post-secondary education
Work History
Regional Technical Manager
Konica Minolta Business Solutions Asia (M)
04.2018 - Current
- Support Regional National Operation Companies and Distributors (APAC Countries) with Konica Minolta Office and Production Printing Devices and related solutions via email, phone, online messaging, or in-person meetings.
- Worked closely and collaborated with KMI (Japan) on technical knowledge in order to increase the National Operation Company's and Distributors' productivity and service quality.
- Build and maintain successful relationships with key customers, identifying opportunities for collaboration and business growth.
- Ensure service delivery meets SLAs, enhances customer satisfaction, and promotes continuous improvement in productivity and service quality.
- Monitor and improve service processes to maintain consistent service quality through rigorous change control management.
- Develop and maintain high levels of customer satisfaction by proactively gathering and sharing customer feedback.
- Act as a point of contact for APAC Counties, providing dedicated support for account management and day-to-day service delivery tasks.
- Collaborate with cross-functional teams to develop and implement training programs for field technicians, enhancing their technical skills.
- Work with Marketing and New Business Teams to enhance the effectiveness of Shift-Left projects.
- Monitor KPIs to assess service performance and identify areas for improvement, enhancing operational efficiency.
- Liaise between operating companies, distributors, and internal departments to resolve complex technical issues and escalations.
- Pioneered Shift-Left Projects, implementing remote tools and transitioning services from free to fee-based, boosting profitability.
- Project: Handle and support the Shift-Left / DX project for remote tools. Shift-left Activities - Guiding Principle for cost efficiency.
- Reduce service costs for Core Business, to improve keep Non-Hard profitability, and improve customer satisfaction.
- Provide technical expertise and guidance on troubleshooting and resolving escalated issues, ensuring prompt resolution and customer satisfaction.
- Participate in evaluating and testing new products and software updates, providing feedback to enhance reliability and performance.
- Prepare and present performance reports to senior management, highlighting achievements, challenges, and opportunities for improvement.
- Conduct overseas training to introduce new products, assess service needs, gather feedback, and provide proactive support solutions.
Assistance Technical Manager
Ricoh (Malaysia) Sdn Bhd
01.1997 - 01.2018
- 1997- Joined as Technician.
- 2003 – Promoted as Technical & Networking Support.
- Based in Miri (Sarawak) – Connect to Major an authorized Ricoh dealer. Overseeing account of Sarawak Shell Berhad and Petronas Carigali Berhad.
- Ability to solve technical problems and provide solutions.
- Based in Bakun (Bintulu) Sarawak of Ricoh’s major customers - Malaysia-China Hydro (Mega project in Malaysia).
- Provide technical guidance for the development, maintenance & network - IT Solution Support for clients.
- Working according to the needs of the clients and ensuring that technical teams are contributing to project work properly.
- 2005 – Promoted as Technical Executive - Managing Technical Team - Super Major Account High End Printing Product machine.
- Handling Technical Issues and Networking with a Key Account.
- Monitoring the performance of the service team in accordance with company’s policy and target. (Service Level Agreement)
- Maintain a consistently high level of client satisfaction.
- Keep up good working connections with field service and customers.
- Provide leadership quality and ability to maintain an excellent relationship with clients.
- 2008 – Promoted as a Branch Technical Executive.
- Managing Technical Team - One of Biggest Branch In Penang.
- Oversee a group of technicians and engineers that provide field service to make sure all calls are resolved in the allotted time.
- Managing client complaints through in-person visits and root cause analysis.
- Maintain a consistently high level of client satisfaction.
- Monitoring daily activities to make sure carry forward calls are minimal, and all jobs are responded.
- Sustaining a great working rapport with clients and field service.
- 2010 – Promoted as Assistance Technical Manager.
- Manage Team MDS (Managed Document Solution).
- Drive standard service delivery practices across all contracts, achieving continuous improvement and increased cost-effectiveness.
- Build and maintain successful relationships with key customers, identifying opportunities for collaboration and business growth.
- Collaborate with Project Managers and Account Managers to define requirements for new services.
- Provide hands on technical assistance if required to support engineers in resolving customer problems.
- Managing teams of field service engineers and technicians to ensure all service calls are attended within the committed time frame.
- Ensure service delivery meets SLAs, enhances customer satisfaction, and promotes continuous improvement in productivity and service quality.
- Developing Engineers of the Technical Skills to high Standard of Professionalism.
- Providing accurate and timely service activity information to the Operation Manager.
- Ensure reliability of machines through schedule preventive maintenance to reduce breakdown calls.
Education
SPM -
Sekolah Menengah Horley Methodist
Diploma - Industrial Electronic
Institute Gemini
NCP - Networking Certified Professional
Nota Asia
MCP - Microsoft Certified Professional
Nota Asia
MCSE - Microsoft Certified System Engineering
Nota Asia
Skills
Project Management
Technical Expertise
Service Delivery
Team Leadership
Communication
Service Optimization
Time Management
Analytical Thinking
Problem Solving
Customer Focus
Nric
780104-08-6807
Personal Information
- Age: 46
- Ethnicity: Indian
- Date of Birth: 01/04/78
- Gender: Male
- Nationality: Malaysian
- Marital Status: Married
- Religion: Hindu
Timeline
Regional Technical Manager
Konica Minolta Business Solutions Asia (M)
04.2018 - Current
Assistance Technical Manager
Ricoh (Malaysia) Sdn Bhd
01.1997 - 01.2018
Diploma - Industrial Electronic
Institute Gemini
NCP - Networking Certified Professional
Nota Asia
MCP - Microsoft Certified Professional
Nota Asia
MCSE - Microsoft Certified System Engineering
Nota Asia
SPM -
Sekolah Menengah Horley Methodist
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