Fathi Bakar
Summary
Personal Statement: An experienced and proven Regional Service Manager, managing customers and channel partners. A problem solver with strong emphasis on EX and CX, in driving customer retention and churn management. Enjoys working independently as well as a team. Excellent written and verbal communication skills in English and 2 additional languages. Expert in working with different culture of employees, customers, and interfacing with senior executives internally and externally.
Overview
16
16
years of professional experience
Work History
Senior Field Service Manager/VIP Service Manager
KVH Industries, Inc
08.2012 - Current
- Reporting to Senior Director of Global Services and VP of Business Operations (USA).
- Responsible for managing regional (APAC) network of customers and channel partners
- Work on customer-orientated service approaches to grow partner sales and service capabilities
- Project implementation and Service Management leader, for APAC projects and services for KVH
- Managing Channel Partners in APAC region to maximize revenues and meet business objectives
- Identifying and qualifying new partner, performing technical training and channel onboarding
- Managing Key Accounts/VIP customers in KVH APAC region, retaining key accounts and negotiated extension of services
- Supporting Sales in pre-sales and product presentation/exhibitions
- Implementing new process and platforms for operational use in line with service capabilities
- Addressing service gap areas in context of customer needs
- Negotiate service rates with service partners to determine operational cost within service budgets and KPI
- Responsible for increasing and creating service revenue streams and implementing cost reduction measures (P&L) for the department
- Establish service partner standards in maintaining quality and its business development process
- Managing Service Delivery- SLA/ Warranty Management/ Logistics Management/ Parts Consignment
- Regular travels internationally within APAC, US and EU for service strategy, project meetings and customer visits
- Tier 3 Escalation contact point for customers in addressing customer feedbacks and complex issues regards to service performance and case tickets
Manager, Service Department
Ship Equip / Inmarsat Maritime
01.2008 - 01.2012
- Responsible to ensure good results delivering VSAT installations to customers in Maritime industry
- Managing field service team and resources of 12 engineers
- Managing Service Level Agreement and Change request
- Maintain customer relationships through occasional visits and phone-calls
- Assigning duties- installation and services to engineers
- First point of contact for ship managers and superintendents-on system issues
- Planning regular maintenance schedule for vessels
- Regular inter-department head meetings to improve business operations
- Assisting Sales/After-sales Managers for customer visits
- Travel locally and overseas to support installations and services
- Conducting new candidate interviews
- Creating service manuals for customers
- Training of new engineers
- Involved in trade show/exhibitions
- Documentations and implementation of new process
- Submit regular updates/KPI and reports to Managing Director
Education
Bachelor of Science - Network Computing
Coventry University
Skills
- Communication and people management skills
- Business services management, strategy and operations
- Partners management
- Project Management
- Presentation and Hands on Training delivery in APAC
- Problem solving abilities
- Composure and organizational know how
- Adaptability with cultural diversity experience
- Business confidentiality and customer information
Accomplishments
- Development of the Field Service team in APAC region
- Project Managing VIP customer rollout of 140 vessels installations
- Developing Indonesia VSAT market driving Channel partners and Distributions
- Managing and Onboarding regional APAC partners bridging gaps for service coverages
- Advance Technical Trainer for training of KVH products and services
- Licensing project involvement in working with regulatory body for VSAT licensing in APAC
Additional Information
- Avid believer to the notion of, 'to lead by example'!
- Willing to travel and relocate - Seriously looking for an opportunities for work abroad
- LinkedIn Profile: https://www.linkedin.com/in/fathi-bakar-10252837/
Hobbies
Crazy about, Football, Travelling, Learning about cultures and FOOD!
Languages
English
Bilingual or Proficient (C2)
Indonesian
Advanced (C1)
Malay
Advanced (C1)
Timeline
Senior Field Service Manager/VIP Service Manager
KVH Industries, Inc
08.2012 - Current
Manager, Service Department
Ship Equip / Inmarsat Maritime
01.2008 - 01.2012
Bachelor of Science - Network Computing
Coventry University
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