Nicolaas Hendrik Dormehl
Technical Service Manager
Boksburg
Summary
With over two decades of experience in the medical and laboratory equipment industry, I have developed a robust skill set that includes technical expertise, team leadership, and exceptional customer service. My ability to manage complex projects, improve operational efficiency, and drive revenue growth has been demonstrated through my roles at leading companies such as Abbott Laboratories, BD International, and BIO-RAD Laboratories. I am committed to continuous improvement and innovation, always seeking new ways to enhance service delivery and customer satisfaction. My proactive approach and problem-solving skills make me a valuable asset to any organization.
Seasoned Service Manager bringing 26 years of Technical service experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
26
26
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Country Service Manager, Molecular Division
Abbott Laboratories
Johannesburg
04.2022 - Current
- Improved customer satisfaction by implementing streamlined service processes and staff training programs resulting in 0 detractors for FY2024
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Analyzed service reports to identify areas of improvement.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Established proactive maintenance program for service equipment, reducing downtime and maintaining high service standards.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Service Manager, Life Science; BDX Team Leader, Life Science; BDDS Team Leader, Technical Services; Instrument Specialist; Senior Field Service Engineer
BD International
Johannesburg
09.2010 - 03.2022
- Improved customer satisfaction by providing prompt and professional onsite support for critical system malfunctions.
- Managed inventory of spare parts, ensuring availability of components for efficient repair operations while minimizing costs.
- Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.
- Managed administrative tasks such as maintaining customer service logs and internal service records.
- Managed maintenance activities, supervised staff, and inspected equipment.
- Facilitated seamless upgrades of existing systems through careful planning, coordination with stakeholders, and minimal disruption to ongoing operations.
- Increased client retention through exceptional communication skills, building strong relationships and addressing concerns promptly.
- Developed comprehensive documentation for each service call, maintaining detailed records to assist with future troubleshooting efforts.
- Mentored junior engineers, fostering a collaborative learning environment that facilitated skill development and knowledge sharing.
- Enhanced equipment performance by conducting thorough diagnostics and implementing effective repair solutions.
- Scheduled service calls according to customer location and urgency of need.
- Maintained tools and equipment, parts inventory, and library of machine manuals.
- Updated and maintained assigned machines per manufacturer specifications.
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
- Tested equipment performance and demonstrated operation and servicing best practices.
- Delivered high-quality workmanship during installations, adhering to industry standards and best practices throughout each project lifecycle phase.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
- Facilitated communication between office personnel, subcontractors, and customers.
- Liaised with internal departments to optimize productivity and efficiency.
Service Team Leader / Field Service Engineer
BIO-RAD Laboratories
Johannesburg
07.2006 - 08.2010
- Maintained a customer-focused approach by actively seeking feedback from clients to inform future service improvements.
- Reduced employee turnover by creating a positive work environment and addressing staff issues promptly.
- Trained and assisted up to 3 service members regularly.
- Achieved high levels of customer satisfaction through effective communication, problem-solving, and leadership skills.
- Developed strong working relationships with team members to promote collaboration and enhance overall team performance.
- Successfully resolved escalated customer issues by utilizing effective negotiation skills and demonstrating empathy towards their concerns.
- Assisted in hiring new employees by reviewing applications, conducting interviews, and making informed decisions based on qualifications and fit within the existing team dynamics.
Medical Service Engineer
Viking Medical & Surgical
Johannesburg
07.1999 - 06.2006
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
- Tested and checked performance of hardware and software programs.
- Reduced equipment downtime by performing regular maintenance checks and implementing preventive measures.
- Boosted service quality by continually updating technical knowledge and staying current with industry trends.
Trainee Engineer
Cyberlec
Kempton Park
02.1999 - 06.1999
- Company Overview: Electrical Contracting and Industrial Automation
- Electrical Contracting and Industrial Automation
Education
National Diploma - Electrical Engineering
Benoni Technical College
Benoni 03.1998 - 03.2001
Skills
- Team Leadership
Staff management, training and development
Team collaboration and leadership
Customer satisfaction measurement
Service quality management
Trustworthy and honest
MS office
Critical thinking
Contactdetails
13 Ross Street, Boksburg, Gauteng, 1459, +27 66 185 9545, 219 Golf Club Terrace, Roodepoort, Gauteng, 1709
General - Outsideinterestsandhobbies
- Reading
- Nature & Gardening
- Family Time
- Home Improvements
Fullnames
Nicolaas Hendrik
Personal Information
- ID Number: 761220 5020 089
- Date of Birth: 12/20/76
- Nationality: South African
- Driving License: Code A, Code EB
- Marital Status: Married with dependents
Timeline
Country Service Manager, Molecular Division
Abbott Laboratories
04.2022 - Current
Service Manager, Life Science; BDX Team Leader, Life Science; BDDS Team Leader, Technical Services; Instrument Specialist; Senior Field Service Engineer
BD International
09.2010 - 03.2022
Service Team Leader / Field Service Engineer
BIO-RAD Laboratories
07.2006 - 08.2010
Medical Service Engineer
Viking Medical & Surgical
07.1999 - 06.2006
Trainee Engineer
Cyberlec
02.1999 - 06.1999
National Diploma - Electrical Engineering
Benoni Technical College
03.1998 - 03.2001
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