JITHENDRA BABU
Dubai,United Arab Emirates
Summary
Professional with over 9 years of experience as a Field Service Engineer in the Medical and Research support industries, specializing in technical support for scientific products. Proven ability to troubleshoot complex equipment, ensuring rapid resolution of client issues. Experienced in customer support, pre-sales, and post-sales initiatives, including installation and repair of advanced systems. Expertise in developing and implementing field service software and digital remote servicing solutions.
Overview
10
10
years of professional experience
7
7
Certification
Work history
Service Support Team Lead
Gulf Scientific Corporation
Dubai, United Arab Emirates
05.2020 - 12.2025
- Lead team of 3 engineers across diverse countries to realise service initiative goals and enhance customer satisfaction.
- Led team in group projects, assigning tasks and delivering constructive feedback.
- Developing, Monitoring, and Updating the Master Service Customer database across 8 countries
- Assessed skill gaps within the team and coordinated targeted training sessions.
- Liaised with senior management on strategic planning initiatives, contributing valuable insights.
- Manage training programmes for customer service staff to advance company objectives and uphold high customer service standards.
- Oversee monthly customer service and service stock metrics; assess error rates, call volumes, and customer complaints, and formulate and execute strategies to rectify service deficiencies.
- Managed and resolved customer inquiries while investigating and addressing complaints and grievances.
- Collaborated with sales representatives to exceed customer service expectations and objectives.
- Recognised opportunities for improvement in Digital Service processes and proposed strategies to enhance the Digital platform within customer service.
Field Service Engineer
Gulf Scientific Corporation
Dubai, United Arab Emirates
06.2016 - 12.2025
- Demonstrated extensive service experience in Luminex Flowcytometry and multiplexing research instruments.
- Extensive experience servicing Merck Bio-Monitoring, Bio Process, Bio-Science, WFA, and Laboratory Water instruments.
- Evaluated equipment performance and showcased the operation and servicing of equipment to the customer.
- Executed domestic and international on-site installations to enhance operational readiness.
Conducted thorough qualification and troubleshooting to ensure system reliability.
Performed routine maintenance to optimise equipment performance. - Collaborated with international clinical clients, including SIEMENS, ROCHE, BECKMAN, and ABBOTT.
- Factory Certified for Installation, Fault Diagnosis and Maintenance, Qualification.
- Extensive experience in servicing medical and research instrumentation.
- Analysed and rectified issues on advanced electronic, mechanical, and optical instrumentation in commercial laboratory settings.
- Provided remote support to clients across various locations, resolving issues on an emergency basis.
- Establish, execute, and revise best practices to optimise operations, standardise processes, and elevate customer service.
- Supporting maintenance of Laboratory Information Systems and coordinating upkeep of the Service database, and system repair history, and generating reports
- Troubleshot complex technical issues to enhance equipment functionality.
- Undertook comprehensive failure analysis to prevent future breakdowns.
Digital Support Engineer
Gulf Scientific Corporation
Dubai
06.2016 - Current
- Collaborated with the IT Department to deploy the Salesforce Digital platform for service and sales operations.
- Implemented a comprehensive paperless Digital Field Service Platform and trained the entire team to embrace the new system.
- Collaborate closely with the first Remote Troubleshooting Application, MyMilliQ from Merck, facilitating implementation across the Middle East and UAE.
Education
Degree in Bachelor of Science & Technology -
Cochin University of Science And Technology
Kerala, India 05.2013 - /2016
Diploma in Engineering -
State Board of Technical Engineering
Kerala, India /2010 - /2013
Skills
- Troubleshooting and diagnostics
- Equipment maintenance and calibration
- Customer relationship management
- Service software implementation
- Field diagnostic tools
- Team leadership
- Service strategy development
- Customer satisfaction improvement
- Performance metrics analysis
- Training program management
Certification
- 2025-03 LRE Medical, Germany Factory Certified Engineer for Installation, Troubleshooting, Maintenance, Qualification & Calibration Spectroquant Products
- 2025-01 Merck Millipore Group – France Factory Certified Advanced Engineer for Installation, Troubleshooting, Maintenance, Qualification & Calibration for the Bio-Monitoring Pharma Products.
- 2024-02 Merck Millipore Group – France Factory Certified Advanced Engineer for Installation, Troubleshooting, Maintenance, Qualification & Calibration for the Bio-Monitoring Pharma Products.
- 2023-02 USA Department of Health & Human Services -Division of Laboratory systems Centers for Disease Control & Prevention Certified to Introduction to the LIMS & Other Information Systems.
- 2020-08 Luminex Corporation – USA Factory Certified Engineer for Installation, Troubleshooting, Maintenance, Qualification & Calibration for the Flowcytometry and Multiplexing Research Scientific Analyzers.
- 2019-08 Merck Millipore Group-Advanced Merck Certified Engineer for Installation, Troubleshooting, Maintenance, Qualification & Calibration for Scientific Lab Water systems.
- 2018-12 Merck Millipore Group-Advanced Merck Certified Engineer for Installation, Troubleshooting, Maintenance, Qualification & Calibration for the Water Food Analysis Products.
- 2015-12 Merck Millipore Group-Advanced Merck Certified Engineer for Installation, Troubleshooting, Maintenance, Qualification & Calibration for the Bio-Monitoring, Bio-Science & Bio-Process Products.
- 2013-12 Keltron Government of Kerala- Industrial Electronic Manufacturing Training Certification (Keltron is India's first and the largest electronics corporation)
- Centre for Development of Imaging Technology -Awarded certification in Software Operations and Console operations.
Volunteer Experiences
- Arab Lab Exhibition Dubai, The Arablab is one of the most influential exhibitions in the field of laboratory and instrumentation in the world. Coordinated the Exhibition for the instruments and demonstrations for Merck & Luminex products.
- Med Lab Exhibition Dubai, Medlab Middle East is a leading laboratory and flagship exhibition and Health technology conference. Coordinated the Exhibition for the instruments and demonstrations for Merck & Luminex products.
Timeline
Service Support Team Lead
Gulf Scientific Corporation
05.2020 - 12.2025
Field Service Engineer
Gulf Scientific Corporation
06.2016 - 12.2025
Digital Support Engineer
Gulf Scientific Corporation
06.2016 - Current
Degree in Bachelor of Science & Technology -
Cochin University of Science And Technology
05.2013 - /2016
Diploma in Engineering -
State Board of Technical Engineering
/2010 - /2013