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Curriculum Vitae
Muhammad Arshed
+966505780427
marshedjed@yahoo.com
muhammad-arshed-
ghulamhaider-2a222395
Qualification
Academic :
Bachelor Degree in Business Administration and Commerce
Achieved in 2011
From Allama Iqbal Open University Islamabad Pakistan
Career Objective
To seek a challenging
assignment and
responsibilities in a
reputed organization as a
Field Service Manager,
with an opportunity of
growth and career
development
Professional :
SPIT
Diploma of Associate Engineering in Electronics Technology
{with Distinction and First Position}
Achieved in 1989
From Swedish Pakistani Institute of Technology Gujrat
Pakistan
Professional Trainings:
1- Customer Relations Xerox Pakistan (JBL)
Current Job
I am currently working as
Acting
Field Service Manager
in Saudi Xerox Agencies
Eastern Region Branch
Al-Khobar Saudi Arabia
2- Managing Receivables Xerox Pakistan (JBL)
3- Xerox Technical Trainings
On Different Models of Copiers
Xerox Pakistan (JBL)
4- Customer First Saudi Xerox Agencies
5- Xerox Technical Trainings
On Different Models of Copiers
Saudi Xerox Agencies
Achievement Awards
1- Best Engineer in Eastern region 2007
2- Certificate of Achievement 2009
3- Exceptional Efforts Award 2010
4- Special Achievement Award 2012

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Experience:
Total Professional Experience : 26 YearsExperienceDetails
Acting Field Service Manager
Since June 2105 up to date
Saudi Xerox Agencies
Khobar Saudi Arabia
 Employees Reporting to me : 20
 Area : Eastern Region of Saudi Arabia
 MIF : almost 3000 machines
 Revenue SR 20 Million per year
Running the Service Department of Eastern region branch Al-Khobar consist of 3 work
Controllers, 15 HW Engineers and 2 SW Engineers
Handling critical cases in Customer Relations by phone, email or visiting personally if needed.
Signing the FSMA Contracts with EOW and EOC customers to keep Contract Penetration
Rate at maximum possible level or at least more than 86%
Keeping Eye on Invoicing Process to avoid any deficiency in booking of Revenue
Analyzing the Revenue and Cost to determine the proactive actions to overcome the possible
deficiencies
Documenting and keeping the record of new installations
Analyzing the customer print volume declines (if any) and downtimes to apply the proactive
actions
Making plans of PMs for the machines not visited since more than 3 months
Analyzing performance of each Engineer by his jobs punched in system and taking actions of
improvements if needed
Random checks on Engineers (by phone or visit) to keep up the discipline
CQE visits for evaluation of each Engineer performance on monthly basis
Technical Support Supervisor
June 2012 to May 2015
Saudi Xerox Agencies
Khobar Saudi Arabia
 Employees Reporting to me : 20
 Area : Eastern Region of Saudi Arabia
 MIF : almost 3000 machines
Running the day to day Service Operation with help of 2 work Controllers for job Dispatch to
Engineers and 1 for Consumables Issuance.
Supervising the team of 15 HW Engineers and 2 SW Engineers to serve almost 600
customers, keeping the aim of maximum jobs productivity of Engineers and minimum
possible response time and downtime of each logged job.
Providing Technical Consultation for Field Engineers for problem diagnosing and spare parts
Arranging the required spare parts if not available, moving from other branches, cannibalizing
or ordering from abroad
Communication with Customers by email and phone
Checking the status of logged jobs and reports punching in VALE system
Remote Technical Assist on phone for Customers
- To solve the simple problems
- To determine the Correct problem before Engineer visit
- To determine the suspected parts to be taken by Engineer to avoid RF
Addressing the cases of customer dissatisfaction if any
Preparing Monthly Reports for Response Time and Costs

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ExperienceDetails
Customer Service Engineer
April 2005 to June 2012
Saudi Xerox Agencies
Khobar Saudi Arabia
 Trained on
- WC 5645, 5745, 5875 Family
- WC7120, 7220, 7132, 7232 Family
- WC7345, 7435, 7535, 7835 Family
- 4110, 4112, D110 Family
- DC5000, DC6060, DC8000 Family
- DP180 HLC, DT6180 Family
- Plotter 510dp
 Job Productivity always more than 10 points per day
 4 Awards of Best Performance during the period of 7 years
 Handling service of Strategic Customers and building up a significant level of
customer relations
 PM visits for the machines not visited since more than 3 months in my Territory
 Technical Guidance and help for junior Engineers
 Documenting the practical solutions for critical problems and distribution to all other
Engineers
Office Equipment Technician
April 1992 to March 2005
Saudi Binladen Group
Makkah Saudi Arabia
This Organization is a group of companies and I was working with them in Operation and
Maintenance Company (SBG O&M) for the maintenance & repair of the office equipment
installed in their own offices and in their client offices. The projects and sites I worked for, are
as under, for total 142 Copiers, 32 Faxes
1- Royal Dewan Mena Palace Makkah (30 Copiers, 10 Faxes)
2- Pr. Abdullah Palace Makkah (20 Copiers, 5 Faxes)
3- Pr. Sultan Palace Makkah (5 Copiers, 2 Faxes)
4- Holy Haram Projects Makkah 16 Sites (50 Copiers, 3 Faxes)
5- MOI Project Makkah (22 Copiers, 5 Faxes)
6- Public Security Project Makkah (3 Copiers, 1 Fax)
7- Taneem Masjid Project (1 Copiers, 1 Fax)
8- SBG Area Office Makkah (3 Copiers, 1 Fax)
9- SBG HO Office Jeddah (8 Copiers, 4 Faxes)
During this Job I was responsible for :
 Quick response to attend the Repair Call from any site
 Arranging and ordering the required spare parts from the Brand relevant Agency
 Advise the site to keep a good stock of fasting moving spare parts and consumables
 Advise the each site in advance to arrange the spare parts could be needed in near
future to avoid the unexpected breakdowns
 Preparing a schedule to visit every machine at least once in 3 months for PM
 Preparing Monthly Activity Reports to submit to the Company Management

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Customer Service Engineer
1989 to 1992
XEROX Pakistan (JBL)
Lahore Pakistan
ExperienceDetails
This company is the Sole Agent of XEROX in Pakistan.
XEROX Trainings
- New Hire Basic XEROX Training
- Customer Relations
- XEROX Technical Trainings on different Models (1012, 5014, 1025, 1038 and Some
others)
During this Job I was Responsible for:
- A territory of 100 Copiers and 20 Faxes
- Quick response to attend the Repair Call from any Customer
- Advise the each Customer in advance for the spare parts could be needed in near
future to avoid the unexpected breakdowns
- Preparing a schedule to visit every machine at least once in 3 months for PM
- Preparing Monthly Activity Reports to submit to the Company Management