Summary
Overview
Work history
Education
Skills
Languages
Affiliations
Timeline
Generic

KHALID SAMHI

Riyadh,Saudi Arabia

Summary

Experienced Service Delivery and Technical Support Engineer with 17 years of success leading after-sales operations, managing service partners, and guiding technical teams. Strong track record in SLA compliance, cost optimization, and enhancing customer satisfaction across Morocco, KSA, and the wider EMEA region.

Overview

17
17
years of professional experience
4
4
years of post-secondary education

Work history

Technical & 3rd Party Network Support Specialist

EPSON
Riyadh, Saudi Arabia
02.2024 - Current
  • Delivered technical expertise and Level 2/3 support to service partners, dealers, resellers, and end-users, including on-site interventions when required.
  • Created and delivered training content and workshops (onsite and virtual) on maintenance and repair of current and new Epson products.
  • Led performance management of service partners with monthly KPI reviews, improvement plans, and contract compliance monitoring.
  • Investigated re-repair trends and first-time fix rates, ensuring quality service and increased customer satisfaction.
  • Supported pre-sales technical activities, product demonstrations, and service readiness for product launches.
  • Produced monthly service reports, led Service QBRs, and provided strategic input to regional service management.
  • Actively contributed to EMEA technical forums, sharing best practices and aligning local performance with regional standards.
  • Led the development of a fully operational local service organization, supporting business growth and expansion across KSA in alignment with corporate objectives.
  • Built and strengthened a robust service partner network, driving regional coverage and enhancing service capabilities.
  • Ensured exceptional service delivery execution, meeting SLAs, customer experience targets, and cost control metrics through partners and internal teams.
  • Acted as a key liaison with customers and partners, conducting regular business reviews and aligning service operations with sales and market needs.
  • Drove cross-functional initiatives across EMEA, including logistics optimization, vendor performance improvement, and call center “fix-on-phone” efficiency.


Customer service engineer

XEROX Morocco
Casablanca, Morocco
04.2014 - 12.2023
  • Installed, maintained, and repaired high-end Xerox production and graphic printers (e.g., Versant, Iridesse).
  • Delivered on-site and remote technical support, ensuring minimal downtime and high customer satisfaction.
  • Performed preventive maintenance, calibrations, and color adjustments to maintain consistent print quality.
  • Supported complex print workflows and RIP solutions (Fiery, FreeFlow), including network and software integration.
  • Provided end-user training on operation, maintenance, and color management best practices.
  • Escalated complex issues to higher support levels with detailed diagnostics and case documentation.
  • Contributed to service reporting, part usage tracking, and technical feedback for continuous improvement.

Senior engineer

SOBEN
Casablanca, Morocco
10.2008 - 11.2013
  • Provided advanced technical support for installation, repair, and maintenance of large format printers.
  • Resolved complex hardware, software, and print quality issues on-site and remotely.
  • Calibrated systems for color accuracy and media handling.
  • Delivered training to engineers, partners, and end-users.
  • Supported RIP integration, network setup, and workflow optimization.
  • Led escalations, service reporting, and continuous improvement initiatives.

Education

Master of Computer Applications - Computer engineering

National School of Applied Sciences
Tunisia
09.2004 - 07.2008

Skills

  • Service operations setup and management (KSA & EMEA)
  • Service partner network development & KPI oversight
  • SLA compliance, cost control & customer satisfaction
  • Cross-functional collaboration (logistics, call centers, vendors)
  • Advanced technical support (Level 2/3, on-site & remote)
  • Training delivery (onsite & virtual) on printer maintenance
  • Service performance analysis (re-repair, first-time fix rates)
  • Customer engagement & business reviews
  • Pre-sales technical support & product launch readiness
  • Strategic reporting & Service QBR leadership
  • Best practice sharing across regional technical forums

Languages

Arabic
Native
English
Advanced
French
Fluent

Affiliations

  • Swimming enthusiast, former competitive swimmer, and certified international sea lifeguard.

Timeline

Technical & 3rd Party Network Support Specialist

EPSON
02.2024 - Current

Customer service engineer

XEROX Morocco
04.2014 - 12.2023

Senior engineer

SOBEN
10.2008 - 11.2013

Master of Computer Applications - Computer engineering

National School of Applied Sciences
09.2004 - 07.2008

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KHALID SAMHI