Hulays Alzuraya
Riyadh,Saudi
Summary
Technical leader with expertise in organizational development, operational transformation, and cross-functional collaboration. Led service infrastructure development and enhanced talent capabilities to support scalability and achieve long-term business goals. Proficient in identifying growth opportunities and implementing improvement frameworks that foster innovation. Demonstrated success in aligning technical functions with strategic objectives and delivering measurable results across teams and performance metrics.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Head of Technical Service
Aljeel Medical
01.2025 - 09.2025
- Develop and implement scalable technical service strategies to support the company's growth in distribution and after-sales support.
- Design and continuously improve service processes and workflows to enhance efficiency, consistency, and customer satisfaction.
- Lead the development of the technical team, including recruitment, structured training programs, skill gap analysis, and succession planning.
- Build a knowledge base and technical documentation library to support ongoing learning and faster resolution times.
- Develop KPIs and performance measurement frameworks for service teams; use data insights to drive continuous improvements.
- Create and implement service innovation initiatives, including automation, remote diagnostics, and predictive maintenance programs.
- Develop strong relationships with manufacturers and suppliers to gain early access to technical training, product updates, and support tools.
- Drive the development of digital tools and systems (e.g., service ticketing platforms, CRM integrations) to enhance service delivery and reporting.
- Establish technical training programs for internal teams and external partners, ensuring standardized and certified service levels across regions.
- Lead new product service readiness initiatives, including technical feasibility assessments, tool planning, and process setup.
- Develop and enforce service quality standards aligned with industry best practices, ISO certifications, and customer expectations.
- Collaborate cross-functionally with product, sales, and operations teams to integrate customer feedback into service design and product development.
- Continuously evaluate service team structure and capabilities, proposing organizational changes or investments as needed to meet future demands.
- Develop cost-effective service expansion plans, including regional service hubs, partner service networks, and remote support capabilities.
- Foster a culture of innovation, accountability, and technical excellence within the service team.
Technical Service Development Manager
Aljeel Medical
02.2023 - 01.2025
- Enhanced & optimized technical Service Procurement.
- Developed a monitoring criterion to ensure efficiency of biomedical engineers and technicians.
- Designed and Implemented the launch of Oracle ERP for the Technical Service Department.
- Developed training maps for engineers on all Aljeel medical portfolio medical devices' models.
- Utilized data analysis techniques to identify key areas of improvement in existing training materials.
- Optimized spare parts inventory level.
- Provided leadership during crisis situations by making sound decisions under pressure.
- Developed departmental objectives, budgets, policies, procedures, and strategies.
Technical Service Manager
Olayan Saudi Holding Company
01.2021 - 01.2023
- Manage operation & finance of service department to achieve yearly target and maintain profitable P&L. (Team of 12 Engineers covering KSA & Gulf)
- Workshop & Spare parts management.
- Contract management.
- Installation management.
- Directed installation, testing, operation, maintenance, and repair of facilities and equipment.
- Resolved escalated customer complaints in a timely manner utilizing excellent problem-solving skills.
- Successfully managed the implementation of software solutions for customers, ensuring that all technical requirements are met.
- Performed root cause analysis of customer issues, identifying underlying causes and recommending corrective actions.
- Monitored staff performance against established KPIs, providing feedback and coaching as needed.
- Managed external vendors providing support services including negotiation of contracts and SLAs.
- Analyzed data sets from various sources such as CRM systems and internal databases to gain insight into customer behavior.
- Collaborated with sales teams on pricing structures and product and service bundles tailored to meet specific client needs and tendering.
Biomedical Modality Service Leader
Olayan Saudi Holding Company
11.2018 - 12.2020
- Develops service standards and programs, determines equipment needs, solves major service problems, and maintains overall PRODUCT service capability at a high level.
- Implemented SAP ERP for Technical Service Division.
- Plan, develop, implement, and direct the Service operations for of the Products to strengthen and enhance performance, profitability, and growth.
- Project Management and Installation.
- On a national basis, manages the Technical Services for the Product to AHC Customers to ensure both cost effectiveness and Customer Satisfaction and Customer engagement management.
- Managing Contracts and after sales Support.
- Budgeting.
- Created strategic solutions to address trends in performance deficiency.
- Coached team members on best practices for responding to customer needs and resolving complaints quickly.
- Established and maintained key performance metrics and quality assurance programs to increase customer satisfaction.
- Assisted senior management in creating budgets for upcoming initiatives related to improving customer experience.
- Tracked KPIs such as average response time, first contact resolution rate, and call volume to measure performance against goals.
- Analyzed data from customer surveys to identify areas of improvement in service delivery processes.
- Corrective maintenance.
- Periodic preventive maintenance.
- Tools calibration.
- Asset management.
Biomedical Service Engineer
Dr. Abdulrahman Almishari Hospital
02.2018 - 11.2018
- Communicated with suppliers regarding design and specifications of bioproduction equipment, instrumentation and materials.
- Utilized a variety of tools to diagnose faults in medical devices.
- Tested newly installed biomedical systems for proper operation and functionality.
- Prepared project plans for equipment and facility improvements, including timelines, budgetary estimates and capital spending requests.
- Performed preventative maintenance and repairs on medical equipment.
- Educated clinicians and other personnel on proper use of equipment.
- Evaluated safety, efficiency, and effectiveness of biomedical equipment.
- Assisted in the development of training material for technicians on new product lines or upgrades to existing products.
- Managed teams of engineers by creating schedules, tracking inventory, creating and using budgets and overseeing contract obligations and deadlines.
- Installed new biomedical equipment in accordance with manufacturer specifications and safety regulations.
- Maintained records of service calls, parts used, labor costs and other relevant data related to each job performed.
- Developed departmental objectives, budgets, policies, procedures, and strategies.
- Performed general maintenance and repair.
Education
Bachelor of Engineering - Biomedical Engineering
Wright State University
Dayton, Ohio / USA 12.2009 - 12.2012
Master of Engineering - Biomedical Engineering
Wright State University
Dayton, OH / USA 01.2012 - 12.2014
Skills
Cross-functional team development
Organizational skills
Analytical mindset
Strategic thinking
Business analysis
Decision-making
Problem-solving
SAP and Oracle Fusion
Coaching and mentoring
Technical product development
Languages
English
Fluent
Arabic
Native
Certification
• Certificate of Completion for Project Management Program Course workshop
• BITA the Board of International Trainers in America (Coach of the Safety of Health Facilities Management [FMS]). Certification Verification 3547 Reference No.
• Professional Accreditation Certification (Biomedical Specialist) from the Saudi Commission for Health Specialties.
• Leadership and Creativity in Healthcare Services.
• Professional Accreditation Certification (Biomedical Engineer) from Saudi Council of Engineers.
• Saudi Heart Association National CPR Committee.
• Certificate Of Completion Complete Guide to Power BI for Data Analysts by Microsoft Press
• Certificate Of Completion Leading Your Team Through Change
• Corporate Finance Foundation
• GTD Certificate "Getting Things Done"
Timeline
Head of Technical Service
Aljeel Medical
01.2025 - 09.2025
Technical Service Development Manager
Aljeel Medical
02.2023 - 01.2025
Technical Service Manager
Olayan Saudi Holding Company
01.2021 - 01.2023
Biomedical Modality Service Leader
Olayan Saudi Holding Company
11.2018 - 12.2020
Biomedical Service Engineer
Dr. Abdulrahman Almishari Hospital
02.2018 - 11.2018
Master of Engineering - Biomedical Engineering
Wright State University
01.2012 - 12.2014
Bachelor of Engineering - Biomedical Engineering
Wright State University
12.2009 - 12.2012
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