Summary
Overview
Work History
Education
Skills
Timeline
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Arash Rihanian

Burlington,ON

Summary

Experienced Technical Service with over 18 years of experience in Scientific Instrumentation. Excellent reputation for resolving problems and improving customer satisfaction. Enthusiastic Global Tech-support Manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills. A clear understanding of Technical Support and training in Electrochemistry. Motivated to learn, grow and excel in Scientific Instrumentation.

Overview

18
18
years of professional experience

Work History

Senior Field Specialist and Service Instructor

Metrohm Canada
Mississauga, ON
07.2014 - Current
  • Installation and training of the Hyphenated systems of Ion Chromatography, NIRS and on-Line Robotic Titrators and electrochemistry Analyzers.
  • . Troubleshooting in the customer site or remotely by phone or remote desktop.
  • . Coaching and train new service Rep’s
  • Solved customer issue those are mixing with application.
  • Take care of escalated issues across Canada.
  • Take care of all in-house repairs In Canada
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Identified issues, analyzed information and provided solutions to problems.
  • Resolved problems, improved operations and provided exceptional service.
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
  • Followed up with customers during and after installations to verify satisfaction.

Technical Service and Product Manager

Sarmad Teb METROHM IRAN
Tehran, Tehran
03.2004 - 07.2014
  • Manage in-life product performance: sales, margin, and churn, conducting extensive numerical analysis using company data.
    Identify and present innovative and creative product solutions.
    Project management of all product integration/launches/changes throughout implementation.
    Identify the business and operational requirements based upon the business requirements & objectives of each product.
    Display a high level of critical thinking in cross-functional process analysis and problem resolution for new and existing products.
    Coordinate and build strong working relations with various internal organizations including; Sales, Marketing, Operations.
    Lead the development, approval, training, and communication of new products/product changes and their associated customer, operational, system, & process impacts to the various internal organizations.
    Develop & conduct specialized training on new products launched and raise awareness & application of relevant subject matter.
    Participate in opportunities to develop both personally and professionally.
    To meet and maintain service levels as assigned by management.
    To meet expected reliability standards.
    Provide support for other departmental projects as needed.
  • Established criteria for each milestone within product roadmap as means to measure developmental progress.
  • Conceptualized and deployed enhanced product features and optimized implementation for use in marketing strategies.
  • Liaised with clients to better understand business needs and current market landscape.
  • Developed product documentation to communicate upcoming features and products to internal teams.

Education

Bachelor of Science - Applied Chemistry

Bu-Ali Sina University
Hamadan, Iran
11.2002

Skills

  • Flexible and Adaptable
  • Flexible & Adaptable
  • Collaboration
  • Conflict Resolution
  • Customer Service
  • Microsoft Office
  • Decision Making
  • Organization and Time Management
  • Skilled Maintenance and Repair

Timeline

Senior Field Specialist and Service Instructor

Metrohm Canada
07.2014 - Current

Technical Service and Product Manager

Sarmad Teb METROHM IRAN
03.2004 - 07.2014

Bachelor of Science - Applied Chemistry

Bu-Ali Sina University

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Arash Rihanian