Jerry Mnguni

• Provide advanced technical support, including troubleshooting, maintenance, installations, and upgrades across multiple client environments.
• Manage customer experience by resolving escalations, enhancing service responsiveness, and ensuring high levels of client satisfaction.
• Oversee CRM case management and service workflows to optimise turnaround times, resolution efficiency, and service performance metrics.
• Managed customer experience by resolving escalations and enhancing service responsiveness, resulting in high levels of client satisfaction.
• Oversaw CRM case management and service workflows, optimising turnaround times and resolution efficiency.
• Collaborate with cross-functional teams to align technical operations with business objectives and ensure consistent, high-quality service delivery.
• Lead technical service delivery, ensuring full compliance with ISO 13485 standards across SOPs, repair centre operations, and implementation processes.
• Serve as Deputy Authorized Representative (ISO 13485), driving audit readiness, regulatory compliance, and continuous improvement of quality management systems.
• Manage service contracts and SLAs, including contract structuring, negotiation, performance monitoring, and financial oversight.

• Held full accountability for regional P&L, financial performance, and operational KPIs, consistently delivering against revenue targets, cost optimization, and sustainable business growth.
• Drove strategic expansion through service contract growth, market development initiatives, and identification of new revenue streams to enhance competitive positioning and customer value.
• Drove strategic expansion through growth of service contracts and market development initiatives, enhancing competitive positioning and customer value.
• Championed a customer-centric strategy, leveraging Voice of Customer and NPS frameworks to strengthen engagement, loyalty, and service excellence, achieving and sustaining high satisfaction metrics.
• Led cross-functional, geographically dispersed teams, fostering high-performance culture through talent development and succession planning.
• Strengthened governance and operational excellence by ensuring full compliance with ISO 13485 and regulatory standards, embedding quality management systems across all service operations.
• Optimized service delivery models and supply chain performance to enhance efficiency, scalability, and responsiveness to high-demand and emerging markets.
• Directed stakeholder engagement at senior levels, aligning distributors, partners, and internal functions with strategic objectives and ensuring consistent, high-quality service delivery.
• Spearheaded continuous improvement initiatives, driving operational transformation and process optimization to enhance customer experience outcomes.

Reason for leaving: Retrenchment due to organizational restructuring

• Provided strategic and operational leadership across field service and repair centre functions, driving service excellence, operational efficiency, and business growth.
• Led team of 16 service technicians in field and repair centre activities, enhancing service delivery and response times.
• Managed end-to-end service delivery, including installations, maintenance, troubleshooting, and technical support, ensuring optimal system performance and minimal downtime.
• Designed and implemented service strategies, policies, and process improvements to enhance customer experience, productivity, and cost control.
• Drove operational efficiencies through process optimization, resource planning, and implementation of best practices, achieving measurable improvements in performance and turnaround times.
• Strengthened customer relationships through proactive engagement and effective issue resolution, resulting in improved customer satisfaction and loyalty.
• Led team of up to 16 service technicians in field and repair centre activities
• Oversaw repair centre operations, managing budgeting, supplier negotiations, inventory, and quality assurance to ensure compliance with operational and regulatory standards.
• Partnered with sales, marketing, and quality functions to support business development, expand installed base, and ensure alignment with customer and market requirements.

• Delivered high-quality field service support, including installation, maintenance, troubleshooting, and calibration of diagnostic instrumentation, ensuring optimal system performance and minimal downtime.
• Managed end-to-end customer engagements, providing technical consultation, resolving complex issues, and maintaining strong client relationships to enhance customer satisfaction.
• Implemented preventive maintenance programs and standardized processes to enhance equipment reliability and operational efficiency.
• Supported system integration, validated instrumentation, and conducted customer training for seamless startup in laboratory environments.
• Collaborated with cross-functional teams (sales, QA/QC, and marketing) to address customer needs and support business growth initiatives.
• Maintained accurate service records, managed spares and inventory, and ensured compliance with operational and documentation standards.
• Contributed to continuous improvement through problem identification, solution tracking, and recommending equipment upgrades and performance enhancements.
• Scheduled service calls according to customer location and urgency of need.
• Provided remote support for clients facing technical difficulties, resolving issues efficiently and minimizing need for on-site visits.
• Established strong relationships with customers through clear communication and consistent follow-up on outstanding issues.
• Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.

• Scheduled service calls according to customer location and urgency of need.
• Provided remote support for clients experiencing technical difficulties, resolving problems quickly and efficiently without the need for on-site visits.
• Established strong relationships with customers through clear communication and consistent follow-up on outstanding issues.
• Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
• Drove service contract sales within laboratory environments while maintaining accurate contract records and compliance documentation.
• Provided technical support and user training on laboratory equipment and software, ensuring effective system utilisation and user competency.
• Conducted routine inspections, maintenance, and fault reporting to ensure optimal equipment performance and reliability.
• Supported regulatory compliance by monitoring industry standards and contributing to the development of procedures and operational processes

• Delivered specialized technical support across SADC, servicing and maintaining hematology CD4 analyzers to ensure optimal performance and reliability.
• Performed advanced troubleshooting, calibration, and quality control to maintain accuracy, precision, and compliance with operational standards.
• Led installation, configuration, and preventive maintenance programs, minimizing downtime and extending equipment lifecycle.
• Monitored system performance, analyzed trends, and implemented corrective actions to proactively address potential issues.
• Maintained comprehensive service documentation, including reports, calibration logs, and maintenance records to ensure traceability and compliance.
• Trained and mentored technical staff and end-users on equipment operation, maintenance, and best practices.
• Managed inventory and spare parts, ensuring availability and efficient resource utilization.
• Supervised and supported technical teams, driving adherence to safety standards, operational procedures, and quality requirements.
• Contributed to continuous improvement initiatives, including development of maintenance procedures and adoption of new technologies.

• Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
• Managed on-site and off-site installation, repair, maintenance, and test tasks.
• Installed new equipment and explained operation and routine maintenance protocols to customers.
• Optimized equipment functionality by performing routine calibration and adjustments to meet manufacturer specifications.
• Delivered field service support through preventive maintenance, repairs, and installation of equipment, ensuring optimal performance, reliability, and customer satisfaction.
• Conducted inspections, quality checks, and maintenance programs to minimize downtime, extend equipment lifespan, and uphold product standards.
• Managed workshop operations, ensuring high-quality repair processes, compliance with safety regulations, and adherence to operational standards.
• Implemented systems for tracking maintenance activities, improving efficiency, accountability, and service quality.
• Led and developed workshop teams, providing training, guidance, and performance feedback to drive continuous improvement.
• Maintained a strong focus on safety and quality by conducting audits, managing risks, and implementing corrective action plans.
• Oversaw equipment preparation, including testing and configuration of new units prior to deployment to customers.

• Planned scheduled maintenance outages as part of preventive maintenance program.
• Managed a team of technicians, providing guidance and support for skill development and performance improvement.
• Increased overall equipment efficiency by conducting thorough assessments of machinery conditions and implementing necessary improvements.
• Scheduled regular inspections of equipment and facilities to manage wear and tear.
• Managed end-to-end maintenance of hotel facilities, including rooms, catering equipment, and critical systems (HVAC, plumbing, air-conditioning), ensuring optimal operational performance.
• Coordinated preventive maintenance, repairs, and replacements to minimise downtime and maintain high service standards.
• Oversaw maintenance documentation, inventory management, and contractor coordination to ensure efficient and compliant service delivery.
• Enforced health, safety, and regulatory standards, including implementation of safety procedures, audits, and staff training.
• Led and developed maintenance teams, driving performance, accountability, and a culture of safety and quality.
• Collaborated cross-functionally to ensure timely resolution of issues and continuous improvement in service delivery.
• Supervised contractors and ensured all work met legal, safety, and organizational standards.

• Led team of up to 11 service technicians in field activities.
• Reduced time to complete service calls and expertly retained key customers.
• Checked safety practices and integrity of PPE.
• Spearheaded process improvement initiatives to reduce service costs.
• Led and managed daily field operations, ensuring efficient scheduling, resource allocation, and timely delivery of equipment installations.
• Supervised, trained, and mentored field staff, driving performance, productivity, and service excellence.
• Coordinated closely with engineering, project management, and internal teams to ensure accurate project execution and successful delivery.
• Acted as the primary liaison between field teams and head office, ensuring clear communication and alignment on priorities and changes.
• Built strong customer relationships, resolved escalations, and consistently delivered high levels of customer satisfaction.
• Optimized operational processes to improve efficiency, reduce resource waste, and enhance service delivery outcomes.
• Ensured compliance with safety standards, monitored project progress, and drove timely completion of work within defined deadlines.