EMEKA AUSTIN OKAFOR
Lagos State
Summary
With a robust background at DCL Laboratory Products Limited, I possess incredible wealth of experience in technical troubleshooting and customer service management, enhancing service quality and operational efficiency. My skill and experience in project management and commitment to customer satisfaction has consistently boosted client relations and team performance.
I possess a relevant medical background with a Bachelor of Medical Laboratory Science Degree and over six years technical experience in troubleshooting, repair and maintenance of medical equipments, especially in the IVD (Invitro-Diagnostics) product chain which includes but are not limited to Selectra Pro Chain of Chemistry Analyzers, Mini Vidas Chemiluminescence analyzer, Bact/alert 3D Blood Culture System, Autolumo A1000,A2000 and A1860 Chemiluminescence Analyzers and Mythic 60/Mythic 22/Mythic 18 Haematology Analyzers.
I have recieved technical trainings carried out directly by manufacturers of various equipments and certificates issued afterwards. The equipments include but are not limited to Mythic 60 Haematology Analyzer, Haemonetics MCS+ Apharesis Machine, Genrui GE300 Electrolyte Analyzer and the GeneXpert PCR Machine.
I have also completed short courses on Logistics and Supply Chain Management and Product Management.
Overview
10
10
years of professional experience
Work History
Medical Laboratory Scientist Intern
Nnamdi Azikiwe University Teaching Hospital Nnewi
Nnewi, Anambra State, Nigeria.
11.2014 - 12.2015
- Participated in continuing education opportunities to stay current with industry trends and best practices.
- Assisted in troubleshooting technical issues with laboratory equipment, minimizing downtime and disruptions to productivity levels.
- Was trained and operated different automated medical laboratory equipments including Haematology analyzed and Biochemistry analyzers.
- Was trained and worked at sample reception unit of the laboratory which was charged with maintaining and delivering excellent services through interaction with patients and patients' relatives.
Chief Medical Laboratory Scientist
Chastelab Medical Diagnostic Services, Nnewi
Nnewi, Anambra State, Nigeria.
06.2016 - 03.2018
- Performed pre-analytical, analytical and post-analytical processing procedures.
- Set up, maintain, calibrate, clean, and test sterility of medical laboratory equipment
- Documented test results using computerized and manual transcription methods.
- Maintained high levels of laboratory safety by adhering to strict guidelines and conducting regular safety audits.
- Consistently met or exceeded performance targets related to accuracy, efficiency, productivity, and customer satisfaction metrics within the lab setting.
Graduate Trainee (Service Engineer)
DCL Laboratory Products Limited
Abuja, Federal Capital Territory, Nigeria
04.2018 - 07.2018
- Worked and got trained in various departments to gain hands-on experience.
- Supported project teams with thorough research, contributing valuable insights that informed decision-making processes.
- Came up with new ideas and improvements, which were discussed with senior colleagues.
- Gained proficiency in industry-specific software tools by completing hands-on training sessions.
Junior Service Engineer
DCL Laboratory Products Limited
Abuja, Federal Capital Territory, Nigeria
07.2018 - 07.2020
- Provided on-site installation, validation and commissioning of equipments.
- Performed hands-on on-site troubleshooting, service and repairs.
- Provided high level technical support to external customers at their location.
- Provided on-site training to customers.
- Interfaced with cross-functional work teams such as field applications,customer support/services, product management, manufacturing and marketing/sales with a singular goal of satisfying our clients.
- Developed Service technical documentation.
- Created and maintained service information in the company enterprise database.
- Timely and professionally handled field service calls and issues arising from field service visits.
- Received , documented and closed out any customer complaints.
- Communicated with customers to ensure satisfaction and implemented corrective measures where necessary.
Service Engineer (Enugu Region)
DCL Laboratory Products Limited
Enugu, Enugu State, Nigeria.
07.2020 - 09.2021
- Installed, configured and tested equipment on specialized platforms.
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
- Tested and checked performance of hardware and software programs.
- Boosted service quality by continually updating technical knowledge and staying current with industry trends.
- Took full responsibility of territories under my care as regards service related issues
- Treated and documented complaints in my region swiftly in a professional manner.
- Ensured compliance to all departmental procedures.
- Trained and educated customers on product usage.
- Performed installation and user training of end users for new equipments and organised occasional refresher trainings where necessary.
- Assisted in maintaining a comprehensive equipment database for all equipment installed at end user site to enable easy tracking.
- Prepared, communicated and managed work plan and activities within my region
- Provided service support to clients in professional and cordial manner
Senior Service Engineer (Enugu Region)
DCL Laboratory Products Limited
Enugu, Enugu State Nigeria.
09.2021 - 05.2024
- Managed multiple projects concurrently in territories within my region (Enugu, Anambra and Ebonyi states) while adhering to strict deadlines, ensuring timely completion without sacrificing quality or client satisfaction.
- Optimized maintenance schedules, resulting in increased equipment reliability and reduced service costs.
- Performed industry tests and evaluations of performance in order to collect data and optimize equipment.
- Oversaw startup planning and implementation for my region
- Installed, configured and tested equipment on specialized platforms.
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
- Tested and checked performance of hardware and software programs.
- Boosted service quality by continually updating technical knowledge and staying current with industry trends.
- Took full responsibility of territories under my care as regards service related issues
- Treated and documented complaints in my region swiftly in a professional manner.
- Ensured compliance to all departmental procedures.
- Trained and educated customers on product usage.
- Performed installation and user training of end users for new equipments and organised occasional refresher trainings where necessary while ensuring proper documentations are done on the company ERP software.
- Assisted in maintaining a comprehensive equipment database for all equipment installed at end user site to enable easy tracking.
- Prepared, communicated and managed work plan and activities within my region
- Provided service support to clients in professional and cordial manner
- Conducted root cause analysis and developed ideas to manage customer complaints.
- Provided customer feedbacks to design processes and steps to improve quality and customer satisfaction.
Assistant Service Manager (South West Region)
DCL Laboratory Products Limited
Lagos State, Nigeria
05.2024 - Current
- Met with customers in territories within my region (Lagos, Ondo, Ekiti, Ogun, Oyo, Osun and Kwara States) to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship within my region (Lagos, Ondo, Ekiti, Ogun, Oyo, Osun and Kwara States).
- Installed, configured and tested equipment on specialized platforms.
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
- Tested and checked performance of hardware and software programs.
- Boosted service quality by continually updating technical knowledge and staying current with industry trends.
- Took full responsibility of territories under my care as regards service related issues
- Treated and documented complaints in my region swiftly in a professional manner.
- Ensured compliance to all departmental procedures.
- Trained and educated customers on product usage.
- Performed installation and user training of end users for new equipments within my region (Lagos, Ondo, Ekiti, Ogun, Oyo, Osun and Kwara States) and organised occasional refresher trainings where necessary.
- Assisted in maintaining a comprehensive equipment database for all equipment installed at end user sites within my region (Lagos, Ondo, Ekiti, Ogun, Oyo, Osun and Kwara States) to enable easy tracking.
- Conducted root cause analysis and developed ideas to manage customer complaints.
- Prepared, communicated and managed work plan and activities within my region
- Provided service support to clients in professional and cordial manner
- Assisted to effectively plan and schedule Periodic Preventive Maintenance with clients that's we have such agreements with.
- Identified sales opportunity within clients' site during installation, repair or maintenance visit .
- Liaised with customers to sign up service agreement for equipments in their facility.
Education
First School Leaving Certificate -
Seat of Wisdom Nursery And Primary School
Nnewi, Anambra State, Nigeria.07.2002
West African Senior School Certificate -
Federal Government Academy
Suleja, Niger State.08.2008
Bachelor Of Medical Laboratory Science - Haematology/ Blood Transfusion Science Option
Madonna University
Okija, Anambra State, Nigeria Skills
- Sales Support
- Customer Service
- Problem-Solving
- Time Management
- Reliable and Responsible
- Goal-Oriented
- Workplace Safety
- Critical Thinking
- Team Leadership
- Trustworthy and Honest
- Team Collaboration and Leadership
- Customer Service Management
- Operational Efficiency
- Flexible Schedule
- Service Quality Management
- Maintenance Planning
- Technical Troubleshooting
- Analytical Thinking
- Service and Parts Teams Management
- Schedule Management
- Project Management
- After-sales support
- Technical Support
Timeline
Assistant Service Manager (South West Region)
DCL Laboratory Products Limited
05.2024 - Current
Senior Service Engineer (Enugu Region)
DCL Laboratory Products Limited
09.2021 - 05.2024
Service Engineer (Enugu Region)
DCL Laboratory Products Limited
07.2020 - 09.2021
Junior Service Engineer
DCL Laboratory Products Limited
07.2018 - 07.2020
Graduate Trainee (Service Engineer)
DCL Laboratory Products Limited
04.2018 - 07.2018
Chief Medical Laboratory Scientist
Chastelab Medical Diagnostic Services, Nnewi
06.2016 - 03.2018
Medical Laboratory Scientist Intern
Nnamdi Azikiwe University Teaching Hospital Nnewi
11.2014 - 12.2015
First School Leaving Certificate -
Seat of Wisdom Nursery And Primary School
West African Senior School Certificate -
Federal Government Academy
Bachelor Of Medical Laboratory Science - Haematology/ Blood Transfusion Science Option
Madonna University