Sales Manager Service Engineer

RAYMOND HENIEN

Bakersfield, CA ***** • 661-***-**** • *************@******.***

Professional Summary

Result oriented in the role of technical service, product, account and projects management for more than 20 years of work experience in medical field with vast experience in medical equipment, consumables and software with hand work experiences of maintenance and repairing, managing accounts and boosting profits, managing projects and delivering them on time, managing and expanding territory, promoting products, developing relationships and partnerships. Strategic and analytical leadership style, expertise in building new network connections. I am a self-driven, hardworking, passionate and energetic individual who enjoys challenges and problem solving, I particularly enjoy working in the healthcare sector as it touches patients’ lives, help caregivers while providing high quality services and solutions that serve the wellbeing of our communities. Accomplishments

- At 2000, started as Biomedical Service engineer, got promoted as Service supervisor and then Service Manager.

- At 2005, got promoted as an Area Sales Manager and then regional Sales Manager.

- At 2010 and after eight years of dedicated work of service and sales, the area that I was responsible for had a share of 920 running HD equipment with secured consumables compared to 2001 of total 35 HD.

- At 2012, achieved over the target with MOH from 6M to 32M and GCC from 21M to 30M.

- At 2013 managed and executed seven new dialysis projects simultaneously in different sites.

- At 2014, achieved 40 % sales growth of core target and 28 % growth of Projects and received Nazer Ambassador Award as one of the top ten achievers across Nazer group.

- At 2015, achieved 46 % sales growth of core and core project targets, got promotion as Product Manager and got Nazer Star Award.

- At 2016, achieved 15% Sales growth of core target.

- At 2017, achieved 16% Sales growth of core target.

- At 2019, was selected to be Baxter Acute Global sales force representative for EMEA region.

- At 2020, achieved 20% Sales growth.

- Last but not least throughout my career I have worked with several business models and I am proud to have achieved significant double digits growth in addition to significant market share gain during my employment history.

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Skills

Project Management

Teamwork and Collaboration

Risk Management

Problem Solving

Time Management

Operations Management

Contract Management

Sales and Service Management

Profitability Assessments

Market Trend Analysis

Sales Projections

Leadership

Root cause analysis

Decision Making

Communication Skills

Competitor Analysis

Product Management

Maintenance

Ability to work under pressure and tight

Schedule

ERP Systems SAP and ODOO

B2B & B2C

Technical Sales

Sales Engineer

Account Management

Negotiation

Work History

Strategic Sales Manager – Renal Chronic and Acute, 01/2019 to 12/2020 Baxter Healthcare, FMT– RIYADH, Saudi Arabia

Monitored and analyzed customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.

Managed different territories business plan that result in achievement of assigned sales quota.

Managed different projects simultaneously (initiation _ definition _ design _ development _ implementation _ follow up _closing).

Discussing products with customers and explaining technical concepts simply by clarifying features, advantages and benefits.

Grew market penetration and sales figures by leveraging supplier relationships and personally overseeing negotiations resulting for revenue increase.

Aggressively pursued competitive accounts by differentiating company from competitors.

Managed order cycle to enhance business development and maintain sustainability and customer satisfaction.

Developed annual sales goals with the team and business director.

Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.

Managed risks in order to drive the strategies and effectiveness of the unit.

Managed area stock and inventory levels for both Consumables and machines.

Provided direction and guidance to subordinates, which includes putting up working standards and monitoring performance.

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Performed the role of empowering, selecting, coaching, and retaining qualified staff that will contribute to unit goals and the company at large.

Coordinated with other teams like the marketing team/application team/TS Team in order to develop plans for launching of new products, and then its implementation.

Ensure harmonious environment for working.

Monitor and review company's project activities and ensure that they are brought to Completion within scheduled period of time and budget.

Coordinate with other heads of departments, integrating objectives and ideas for organizational growth.

Developed and implemented comprehensive salesperson training program.

Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction.

Developed strategic relationships with key suppliers and clients to foster profitable business initiatives.

Reorganized and optimized leads management by implementing CRM solution.

Reduced expenses by effectively negotiating contractor prices, terms and service agreements.

Monitored Renal markets to map marketing initiatives and maximized customer outreach by enhancing overall brand strategy.

Product Manager – Renal Chronic and Acute, 01/2015 to 12/2018 Baxter Healthcare, Nawah – RIYADH, CENTRAL

Monitored market trends and competitor performance and analyzed gaps to update promotional strategies and maximize sales.

Consulted with buying personnel to determine projected demand for products and services.

Collected customer requirements, directed testing and conducted continuous evaluations to make proactive adjustments to marketing approaches.

Reduced project downtime by inspecting renal products for quality and adherence to client requirements.

Established criteria for each milestone within product roadmap as means to measure developmental progress.

Developed pricing strategies while balancing firm objectives with customer satisfaction maximization.

Managed prototyping designs and coordinating mass production.

Coordinated innovative strategies to accomplish marketing objectives and boost long-term profitability.

Documented user stories, specifications and product features into detailed work order to communicate across teams and build mandatory requirements.

Defined and analyzed metrics to measure product performance.

Directed planning, budgeting, vendor selection and quality assurance efforts.

Prioritized roadmap in order to achieve product goals and metrics. 3 P a g e

Set goals, formalized policies and enforced operational standards to maximize team performance and keep project on-task to achieve RENAL SALES targets.

Managed benchmarks, product demonstrations and testimonials for performance evaluation.

Reviewed sales, customer concerns and new opportunities to drive business strategy at weekly planning sessions.

Assessed vendor products and maintained positive vendor relations.

Reduced project downtime by inspecting renal (Chronic and Acute) products for quality and adherence to client requirements.

Supported marketing teams, creating, deploying and optimizing campaigns for renal clients.

Incorporated product changes into marketing messages to drive customer engagement and maximize profits.

Coordinated project planning and execution with team members and team leads. Key Accounts Manager – Renal Chronic and Acute, 11/2010 to 12/2014 Baxter Healthcare, Nawah – RIYADH, CENTRAL

Exceeded sales goals and market competitions through effective negotiation of product and material pricing, freight and delivery rates and employee payment terms.

Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.

Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.

Delivered engaging and polished presentations to highlight products and draw favorable competitor comparisons.

Protected company assets with strategic risk management approaches.

Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.

Expanded sales by 39% by facilitating client satisfaction and renewing customer relations.

Contributed to annual revenue goals by selling new services and developing new accounts.

Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.

Negotiated prices for products and freights to decrease overall costs.

Identified and capitalized on community business opportunities with effective networking. Regional Sales Manager – Renal Chronic and Acute, 01/2005 to 10/2010 Gambro Healthcare, Misreya Medical – Alexandria, EGYPT

Exceeded targets by building, directing and motivating high-performing sales team.

Effectively recruited and hired highly talented individuals bringing exceptional skills and expertise to sales team.

Held regular performance evaluations to assess strengths and weaknesses of team members and provide counseling to improve outcomes

Achieved regional sales objectives by coordinating sales team, developing successful strategies, resolving problems and servicing accounts to strengthen business relationships. 4 P a g e

Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.

Finalized sales contracts with high-value customers.

Contacted key accounts regularly and achieved high satisfaction scores by routinely re- assessing needs and resolving conflicts.

Executed successful promotional events and trade shows. Biomedical Service Manager – Renal Chronic and Acute, 01/2002 to 12/2004 Gambro Healthcare, Misreya Medical – Alexandria, EGYPT

Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.

Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.

Followed up with customers during and after installations to verify satisfaction.

Updated existing customers on new products, updated services and changes in accounts to maintain good rapport and increase sales 60%.

Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.

Managed spare parts stock and repaired some of electronic circuits to meet customer need in alignment with company policy.

Maintained effective customer service by responding to service requests quickly to increase overall sales.

Met with customers to discuss service needs and develop effective and practical solutions.

Hired and trained new 17 workers to improve efficiency of department, conflict resolution and cultivate productive work atmosphere.

Monitored product quality and communicated necessary improvements to Director.

Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.

Monitored equipment, tools and system upgrades to compile data into detailed reports for upper management.

Monitored safety compliance to maintain strict standards and protect team members from harm.

Biomedical Service Supervisor – Renal Chronic, 01/2001 to 12/2001 Gambro Healthcare, Misreya Medical – Alexandria, EGYPT

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Updated job knowledge by attending workshops, training sessions and educational opportunities.

Leveraged sales expertise to promote products and capitalized on upsell opportunities.

Recommended products to customers, thoroughly explaining details.

Regularly exceeded daily sales and product add-on quotas. 5 P a g e

Answered customer telephone calls promptly to avoid on-hold wait times.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Communicated with vendors regarding back order availability, future inventory and special orders.

Evaluated account and service histories to identify trends, using data to mitigate future issues.

Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Monitored team's performance and gave feedback when necessary.

Offered advice and assistance to customers, paying attention to special needs or wants.

Consulted with outside parties to resolve discrepancies and create effective solutions. Biomedical Service Engineer – Renal Chronic, 01/2000 to 12/2000 Gambro Healthcare, Misreya Medical – Alexandria, Egypt

Installed, configured and tested equipment on specialized platforms.

Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.

Educated prospects on product implementation and usage and answered technical and security questions.

Created relationships with key decision-makers and served as external technical spokesperson.

Wrote and revised maintenance procedures.

Checked, repaired and repacked survival equipment to meet specifications.

Demonstrated to customers proper methods for operating equipment after it had been installed.

Tested and checked performance of hardware and software programs.

Analyzed and evaluated performance and optimized efficiency.

Worked cross-functionally within organization and external partners, integrators and vendors.

Developed, designed, deployed and integrated Exalis and Diamond systems and networks. Education

Business Management and Selling Skills

Baxter Healthcare - Saudi Arabia

Completed professional training courses in

• Mental Health and stress management.

• Enterprise Risk Management Course.

• GOPS Blue Belt Course.

ECEMEA Medical Information Management

• SPIN Training Course.

Baxter Compliance training

ERP-SAP management software Training.

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Business Management

GALLUP - SAUDI ARABIA - ONLINE

Completed professional development in

Strengths Finder Program 2.0

GAP International - Saudi Arabia

• Certified from Gap international company on breakthrough course -pathway for innovation and creativity.

CAPM: Project Management, 10/2012

MERIC - Saudi Arabia - Riyadh

• Certified from MERIC Saudi Arabia which has UKAS quality Management on (CAPM) Certified Associate Project Management Course.

Business Ethics, 05/2012

Deloitte - Saudi Arabia - Riyadh

Participated in training course on Business Ethics, Foreign Corrupt Practices Act, and Trade Sanctions Awareness

Technical and Sales Training Courses

Gambro Healthcare - Sweden, Germany, Poland, Belgium, Egypt

- Advanced IQD sales and marketing training.

-CRRT advanced application training in Poland.

-Course certificate from Gambro Hub Egypt in HD, HDF, CRRT, and TPE.

-Advanced sales training course on HD and CRRT.

- Sales training Course of Basic IC from Gambro.

- AK 200S service training Sales training Course on HD and UFD from Gambro Selling Skills and Human Behaviors and Smart Objective, 08/2011 Harvard University Course - Riyadh

• Certified on selling skills training and human behaviors and Smart Objectives (Harvard University Course).

Bachelor‘s degree in Electronic and Electrical Engineering: June 1994 – Nov 1999 Menoufia University - EGYPT

Faculty of Electronic engineering, department of Control _ specialty of electronic and Medical. Project Languages Controlling using P.L.C Program with excellent grade.

Member of Egyptian Engineering Syndicate, Saudi Council of Engineers and NCEES. Hobbies

- Playing Musical Instrument.

- Adventure.

- Playing Soccer, Swimming, Volley, and Basketball.

- Listening to Soft Music.

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