Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Osama Mansi

Mississauga,ON

Summary

Experienced Field Service Professional with strong focus on troubleshooting and maintenance of complex, high volume color and B/W printers. Known for effective team collaboration and adaptability to changing needs. Skilled in pre-staging and installing new equipment, diagnosing issues, performing repairs, replacing parts as needed, and ensuring customer satisfaction.

Reliable, results-driven, and capable of handling high-pressure situations with ease.

Utilizes effective problem-solving techniques and strong technical skills to ensure reliable service. Track record of maintaining high standards in customer service and operational efficiency.

Overview

22
22
years of professional experience

Work History

Field Service Technician

SmartPrint Inc.
07.2023 - Current
  • Responded quickly to emergency maintenance requests for timely on-call support.
  • Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Reviewed technical documentation to complete equipment maintenance and repair.
  • Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.

Field Service Technician

Technology Integration Group
05.2010 - 07.2023
  • Operated hand tools and power equipment according to company safety procedures.
  • Established positive customer relationships by providing punctual, cost-effective solutions.
  • Followed safety procedures to avoid injuries in field.
  • Provided hands-on training to junior technicians, fostering a culture of continuous improvement within the team.
  • Managed on-site and off-site installation, repair, maintenance, and test tasks.
  • Streamlined parts inventory management, ensuring critical spares were always available for urgent repairs.

Technical Support Specialist

Canon Middle East
11.2003 - 02.2010
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
  • Resolved [Number] technical support inquiries per day.
  • Documented support interactions for future reference.
  • Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.

Education

Post-Baccalaureate Diploma - Electrical Engineering

Arab College
Amman, Jordan
07-1994

Skills

  • Strong written and verbal communications with both customers and vendors
  • Possesses methodical approach to resolving problems
  • Possesses strong interpersonal and verbal communications skills
  • Possesses excellent customer service skills including ability to follow up to ensure closure of issues
  • Possesses the ability to effectively communicate with customers on complex subjects
  • Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications in support of the service of digitized output devices
  • PC and Mac power user with ability to install drivers, software and configure connectivity network settings, power user for various printing software (ie Fiery Command Work Station, etc)
  • Full G driving license, car is available for field jobs
  • Possesses ability to convey technical information through training seminars, written, or verbal communication

Languages

English
Full Professional
Arabic
Native or Bilingual

Timeline

Field Service Technician

SmartPrint Inc.
07.2023 - Current

Field Service Technician

Technology Integration Group
05.2010 - 07.2023

Technical Support Specialist

Canon Middle East
11.2003 - 02.2010

Post-Baccalaureate Diploma - Electrical Engineering

Arab College

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Osama Mansi