Ismail Abdelfattah Hammad
Khobar,Saudi Arabia
Summary
Accomplished professional with expertise in team management and customer service excellence. Demonstrates strong supervisory skills and a proven track record in operational improvements and customer support management. Skilled in product testing techniques, equipment maintenance, and complex problem-solving, with a focus on machine operation and manufacturing techniques. Adept at technical documentation and identifying customer needs to drive business success. Committed to leveraging skills for continued professional growth in a dynamic environment.
Overview
24
24
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Technical & Product support engineer / After Sales
Terex Equipment Middle East
Khobar, KSA, Kuwait, Egypt, Jordan
02.2013 - 08.2025
- Monitored monthly service KPIs to identify opportunities for improvement.
- Streamlined support request processes, significantly reducing response times.
- Delivered technical training sessions on Genie products for customers and dealers.
- Provided remote and in-person technical support for troubleshooting issues.
- Conducted consultations on problem-solving strategies for clients in Middle East.
- Analysed recurring problems, implementing solutions to prevent future occurrences.
- Liaised with product development teams to enhance resolution efficiency.
- Compiled reports on product faults, contributing to improved quality control measures.
Supervisor (technical & quality)
Mohammad Abdelrahman Al Bahar
Abu Dhabi
10.2007 - 02.2013
- Inspected and tested all received machines in workshop to ensure quality standards.
- Supervised 10 field service technicians, reporting directly to machine section service manager.
- Monitored and audited technical reports from technicians and subcontractors for accuracy.
- Supported service technicians with hydraulic issues, facilitating effective troubleshooting.
- Arranged professional technical reports to secure customer approval for repairs.
- Prepared quotations and managed daily dispatch of field service technicians.
- Received and addressed customer complaints to enhance service delivery.
- Oversaw overhauling of engines, transmissions, hydraulic pumps, and control valves.
- Provided constructive feedback to staff for improved performance levels.
- Promoted a safe work environment by enforcing strict adherence to safety regulations.
- Resolved customer complaints promptly, resulted in increased customer satisfaction rates.
- Delegated tasks appropriately, achieved balanced workload among team members.
- Improved team efficiency by implementing new scheduling practices.
- Tracked employee performance, assessed daily output and implemented corrective actions to close gaps.
- Updated staff on changes to internal policies and procedures for continued compliance and standardisation.
Service Advisor (Chrysler, Jeep & Dodge)
Tawfiq Gharghor & Fils TGF in Jordan
Amman, Jordan
07.2006 - 10.2007
- Booked appointments and managed vehicle drop-off pick-up.
- Conducted pre-diagnosis of customer complaints to ensure accurate service.
- Registered customer information on database to maintain accurate records.
- Utilised technical expertise to suggest appropriate solutions for vehicle issues.
- Consulted with mechanics for necessary repairs and provided cost estimates to customers.
- Negotiated best-possible prices for maximised profit levels.
- Monitored work in progress to maintain service quality standards.
- Executed pre-delivery inspections to confirm vehicles were repaired satisfactorily.
- Coordinated with technicians to ensure quality of service.
- Communicated completed work details to customers for transparency.
- Recommended additional services to customers according to their needs, boosting sales opportunities.
- Educated customers regarding regular maintenance protocols to preserve conditions of vehicles.
- Built rapport with customers, enhancing long-term relationships.
- Conducted follow-ups post servicing, ensuring complete client satisfaction after repair or maintenance work.
- Managed challenging customer situations for resolution and customer retention.
- Collaborated with team members for improved service performance.
- Prioritised workload effectively during busy periods, ensuring no disruption in the service provision process.
- Oversaw workflow and schedule of dealership to entail smooth process.
Design and Quality Control Engineer
Arab Greenhouses Manufacturing Company
Amman, Jordan
12.2004 - 07.2006
- Inspected raw materials and manufactured components to ensure compliance with design and quality specifications.
- Improved product quality by conducting detailed inspections and tests.
- Implemented new procedures for enhanced efficiency in the quality control department.
- Improved product quality by completing company, system and compliance audits.
- Validated quality processes and identified operational and performance qualifications.
- Utilised AutoCAD to create structures aligning with customer requirements for greenhouses and poultry farms.
- Employed STAAD Pro to determine structural specifications for new greenhouse designs under expected loads.
- Developed 3D models in AutoCAD to detail joints and components for fabrication during production.
- Facilitated estimation and assembly processes through detailed 3D drawings of joints and components.
- Implemented MS Project to manage production and construction schedules effectively.
- Achieved significant improvements in design accuracy and project timelines through structured design processes.
- Streamlined communication between design and manufacturing teams to enhance operational efficiency.
- Managed documentation related to quality control procedures, facilitated transparent functioning of department.
- Updated relevant documentation, checking for accuracy and relevance.
- Coordinated closely with appropriate teams to implement necessary process and procedural changes to prevent quality issue recurrence.
- Worked with production teams to facilitate smooth transition from design and testing to full-scale manufacturing.
- Oversaw field projects implementing engineering designs and maintained strict compliance with specifications and applicable codes.
Service Advisor
Abdullah Abdulghani
Doha, Qatar
09.2002 - 11.2004
- Reported directly to service manager, ensuring seamless department operations.
- Facilitated communication between service teams and external partners.
- Streamlined service processes to boost efficiency and customer satisfaction.
- Coordinated with other departments to align service objectives.
Trainee Engineer
Mithkal, Shawkat & Sami Asfour / Volvo Dealer
Amman, Jordan
04.2001 - 05.2002
- Utilised intelligent system tester for fault tracing in vehicle systems.
- Downloaded software for remote control and fog lights on various car models.
Education
Bachelor Degree of Mechanical Engineering - Agricultural machinery
Jordan University of Science & Technology
Jordan 09.1996 - 02.2001
Skills
- Team management and supervision
- Customer service excellence
- Operational efficiency
- Product testing and evaluation
- Customer support strategies
- Equipment maintenance and repair
- Complex problem solving
- Machine operation skills
- Manufacturing processes
- Technical documentation expertise
- Customer needs assessment
Languages
English
Advanced
Arabic
Native
Accomplishments
- Service Excellence Rewards 2015 from Terex.
- Improving the personal and technical skills of technicians & service engineers.
- Implementing the use of a professional technical analysis reports.
- Sorting out complicated hydraulic problems
Certification
Caterpillar - Al Bahar Regional Training center in 2007 - 2012
- Principles of Hydraulics, Transmission, Engine & Electric
- Introduction to Caterpillar Asphalt Paver
Terex AWP - Genie / online Trainings and led instructor trainings in Netherlands, Italy & UK
- 7 Advanced courses in Terex Europe offices covering all systems on Genie Booms & Telehandlers
- more than 20 Online courses covering all Genie systems
Timeline
Technical & Product support engineer / After Sales
Terex Equipment Middle East
02.2013 - 08.2025
Supervisor (technical & quality)
Mohammad Abdelrahman Al Bahar
10.2007 - 02.2013
Service Advisor (Chrysler, Jeep & Dodge)
Tawfiq Gharghor & Fils TGF in Jordan
07.2006 - 10.2007
Design and Quality Control Engineer
Arab Greenhouses Manufacturing Company
12.2004 - 07.2006
Service Advisor
Abdullah Abdulghani
09.2002 - 11.2004
Trainee Engineer
Mithkal, Shawkat & Sami Asfour / Volvo Dealer
04.2001 - 05.2002
Bachelor Degree of Mechanical Engineering - Agricultural machinery
Jordan University of Science & Technology
09.1996 - 02.2001
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