Summary
Overview
Work history
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Walaa Adel El-Sayed

Dubai,UAE

Summary

Field Service & Technical Operations Leader with over 15 years of global experience in the medical devices industry, delivering service excellence, operational efficiency, and cross-regional team leadership. Proven track record in leading technical field service teams, deploying scalable service strategies, and optimizing service delivery processes to exceed customer expectations. Skilled in program execution, technical troubleshooting, and driving continuous improvement in high-compliance environments. Strong ability to align service operations with business goals, lead cross-functional initiatives, and manage change across culturally diverse teams.

Overview

21
21
years of professional experience
2
2
years of post-secondary education
1
1
Certification

Work history

Director, Business Development & Global Project Management

Alcon
Dubai, UAE
08.2023 - Current
  • P&L - Led 5+ large scale projects with high-impact exponential savings programs across EMEA, APAC, North and South America, achieving 100% on-time delivery aligned with corporate goals.
  • Global Supply Chain - Designed a lifecycle strategy workflow for spare parts, reducing obsolete inventory by 36% and improving cross-device utilization.
  • Process Optimization – Developed and Implemented global standard operating procedures (SOPs) and custom Power Applications to enforce regulatory and contractual compliance across partner programs, accelerating reimbursement turnaround by 40% and significantly improving compliance adherence.
  • Standardized global systems and process gaining 30% efficiency.
  • Cross Functional Collaboration - Rebuilt communication practices with structured 1:1s and centralized tracking, improving alignment scores by 10% and increasing model adoption across multiple departments.

Director, Technical Services

Alcon
Dubai, UAE
03.2019 - 08.2023
  • Customer Experience- Directed service operations across 23 regional teams by managing and analyzing distributor performance to deploy enablement tools—closing operational gaps, improving Technical Support KPIs, and driving an 8% sales uplift through S800 analysis results of 94 NPS, improving 30 points over benchmark.
  • Strategy - Successfully developed and executed 5-year strategic service plan focused on Service Evolution, Infrastructure Transformation, and Commercialization—exceeding operating plan targets while managing P&L and driving compliant distributor model growth.
  • Successfully led the end-to-end deployment of Salesforce across the region, driving seamless adoption and operational efficiency.
  • Quality and Compliance - Implemented ISO-compliant audit procedures, maintaining 100% audit pass rate for 3 consecutive years.
  • Led global training centers strategy to deliver increase support resulting into 200% expansion.
  • Digital enablement of services – Led the launch of a 24/7 hotline and coaching program in collaboration with R&D to resolve field reliability issues, resulting in 15% reduction of repeat calls and improved customer satisfaction.
  • Commercial- Rolled out new biomedical training programs that contributed to a 20% revenue increase.

Senior Manager, Field Service

Alcon
Dubai, UAE
11.2011 - 03.2015
  • Operational Efficiency - Improved service efficiency by reducing response time 30% and cutting $400K in annual costs through spare parts distribution optimization.
  • Led a team of over 25 field engineers, increasing First-Time Fix Rate from 76% to 89% within 12 months through targeted training and process standardization.
  • Strong Value Proposition in B2B Sales - Improved overall equipment uptime from 92% to 98%, consistently exceeding Service Level Agreement (SLA) commitments for key hospital partners.
  • Developed and launched a digital preventive maintenance tracker, resulting in 40% reduction in emergency service calls.

Manager, Instrumentational / Field Service

Alcon
Dubai, UAE
12.2009 - 11.2011
  • Increased Production Adoption and Long- term loyalty - Delivered hands-on training to over 200 clinicians across government and private hospitals.
  • Brand exposure and market share - Gathered product feedback, supported installations, and analyzed 30+ competitor technologies to shape go-to-market strategies.

Medical Sales Representative, Surgical Team

Alcon
Cairo, Egypt
06.2006 - 12.2009
  • Surpassed targets by 110% in 2006 and 220% in 2007, generating $370K in incremental sales.
  • Provided clinical workshops to 50+ hospitals and clinics to drive product adoption increasing customer retention by 30%.
  • Expanded territory revenue by 40% through targeted prospecting and consultative sales.

Export Sales Engineer

MOBICA
Cairo, Egypt
12.2004 - 06.2006
  • Managed export sales across 8 countries in MENA, growing sales pipeline by 25% by customizing solutions based on client specs.
  • Ensured compliance with export documentation and regulatory standards.

Medical Sales Representative

Scientific Services Company
Cairo
10.2004 - 12.2004
  • Promoted product portfolio to healthcare facilities across Greater Cairo by prioritizing target accounts and refining territory planning.
  • Increased product penetration by 18% in competitive accounts.

Education

B.Sc. - Systems & Biomedical Engineering

Cairo University
Egypt
04.2001 - 07.2003

Skills

  • Global Customer Strategy
  • Acquisition & Integration
  • Distributor Development
  • Global Service Revenue / Growth
  • Agile Lean Six Sigma Operations
  • System and Process Integration
  • P&L / OP Margin expansion
  • Global Strategic Planning

Certification

  • Signature Select Leadership Program, 07/01/24
  • Learning Agility & Sustained Performance, 04/01/16
  • Coaching to Connect, 10/01/15
  • M1: Leading the Front Line, 04/01/13
  • Advanced Presentation Skills, 01/01/12
  • Lean Six Sigma Certified, 12/31/24
  • Auditor/Lead Auditor ISO 9001:2008 & 2015, 12/31/14

Languages

English
Fluent
Arabic
Native

Timeline

Director, Business Development & Global Project Management

Alcon
08.2023 - Current

Director, Technical Services

Alcon
03.2019 - 08.2023

Senior Manager, Field Service

Alcon
11.2011 - 03.2015

Manager, Instrumentational / Field Service

Alcon
12.2009 - 11.2011

Medical Sales Representative, Surgical Team

Alcon
06.2006 - 12.2009

Export Sales Engineer

MOBICA
12.2004 - 06.2006

Medical Sales Representative

Scientific Services Company
10.2004 - 12.2004

B.Sc. - Systems & Biomedical Engineering

Cairo University
04.2001 - 07.2003

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Walaa Adel El-Sayed