NOMPHELO MBANGI
Johannesburg,GP
Summary
Dedicated and results-driven professional with extensive experience in technical support, field service engineering, and laboratory operations within the healthcare and diagnostics industry. Proven track record of providing exemplary customer service and resolving complex technical issues to ensure seamless product performance and user satisfaction. Skilled in providing comprehensive application, technical, and scientific support to both internal and external stakeholders, with expertise in Roche systems across multiple divisions. Adept at conducting training sessions, facilitating knowledge transfer, and collaborating with cross-functional teams to achieve organizational goals. Strong commitment to continuous learning and professional growth, coupled with a passion for delivering innovative solutions and enhancing patient care outcomes.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Roche Products
09.2019 - 10.2023
- Identified opportunities for process optimization within the technical support department, leading to increased effectiveness and efficiency.
- Implemented feedback mechanisms to gather valuable insights from clients, resulting in continuous service improvement.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
- Monitored system performance metrics regularly identifying potential areas of concern proactively addressing them before impacting users negatively.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Participated in ongoing professional development activities to stay current with industry best practices and emerging technologies, ensuring the delivery of cutting-edge support services.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Senior Field Service Engineer
Roche Products
06.2015 - 09.2022
- Streamlined maintenance processes for increased efficiency in providing timely and quality service to clients.
- Expedited problem resolution by leveraging expert knowledge in cutting-edge diagnostic tools and techniques.
- Led training initiatives on new technology implementations, empowering customers to fully utilize advanced features effectively.
- Increased client retention through exceptional communication skills, building strong relationships and addressing concerns promptly.
- Delivered high-quality workmanship during installations, adhering to industry standards and best practices throughout each project lifecycle phase.
- Reduced equipment downtime by conducting routine maintenance checks and promptly addressing issues as they arose.
- Managed inventory of spare parts, ensuring availability of components for efficient repair operations while minimizing costs.
- Improved customer satisfaction by providing prompt and professional onsite support for critical system malfunctions.
- Facilitated seamless upgrades of existing systems through careful planning, coordination with stakeholders, and minimal disruption to ongoing operations.
- Maintained tools and equipment, parts inventory, and library of machine manuals.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
Senior Medical Laboratory Technologist
Wits Health Consortium- NICD
04.2014 - 05.2015
- Played a pivotal role in advancing the HIV Vaccine Trial Network (HVTN) studies, contributing to endpoint testing and associated administrative tasks.
- Maintained a high level of proficiency in various testing platforms, including molecular diagnostics, immunology, microbiology, and hematology assays.
- Mentored junior technologists, providing guidance on best practices and promoting professional growth within the team.
- Performed troubleshooting for complex cases requiring advanced knowledge of diagnostic methodologies leading to more accurate diagnoses.
- Implemented cost-saving measures in the laboratory, conserving resources without compromising on quality or service delivery.
- Consistently met established productivity metrics while maintaining high levels of accuracy and quality in all testing performed.
Senior Medical Technologist
NHLS Dora Nginza Hospital
05.2011 - 03.2014
- Established effective communication channels between laboratory staff members and physicians for enhanced patient care coordination.
- Participated in regular audits to maintain compliance with industry regulations and accreditation requirements.
- Leveraged data analytics tools in identifying patterns or trends in lab results, aiding clinicians in making informed treatment decisions.
- Spearheaded quality improvement projects aimed at streamlining processes and enhancing overall efficiency within the laboratory setting.
- Reduced sample processing time with optimized workflows, resulting in faster diagnosis and treatment decisions for patients.
- Promoted a positive work environment through implementation of team-building exercises designed to foster collaboration among colleagues.
In-service Training and Internship Training
NHLS Dora Tygerberg Hospital
06.2009 - 04.2011
- Improved project outcomes by conducting thorough market research that informed strategic marketing decisions.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Conducted research for various projects, leading to well-informed decisions and successful outcomes.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Participated in professional development opportunities to enhance skill set, contributing to overall intern growth and potential future employment prospects.
Education
National Diploma in Biomedical Technology -
Skills
Customer experience management
undefinedCertification
Code 08 Driving License
Core Competences Skills
- Laboratory Techniques
- Attention to detail
- Analytical Skills
- Quality control
- Technical Support
- Compliance and regulations
- Team Leadership
- Training & Education
- Instrumentation Proficiency
Major Highlights
- Contributed to HIV Vaccine Trials: Played a crucial role in the HIV Vaccine Trial Network (HVTN) studies by performing endpoint testing and associated administrative tasks, ensuring the accuracy and integrity of data crucial for the advancement of HIV vaccine research.
- Versatile Expertise Across Multiple Divisions: Demonstrated proficiency and versatility as a Senior Field Service Engineer across Roche Molecular Diagnostics (RMD), Roche Life Sciences (RLS), and Roche Tissue Diagnostics (RTD), providing advanced technical support and maintenance services for a diverse range of sophisticated systems.
- Technical Expertise and Collaboration: Identified and resolved complex technical issues, collaborating closely with second-level support teams to ensure timely resolution and effective communication with customers and colleagues. Utilized advanced problem-solving skills to address challenging cases, contributing to enhanced team efficiency and customer satisfaction.
Summary Of Other Roles
- Senior Medical Technologist, NHLS Dora Nginza Hospital, 05/2011 - 03/2014
- Junior Medical Technologist, NHLS Dora Nginza Hospital
- In-service Training and Internship Training, NHLS Dora Tygerberg Hospital, 06/2009 - 04/2011
Personal Information
Relocation: Willing to relocate
References
- Mr Haupt Bradley, Customer support centre HUB line manager, +44 7803 148551
- Mr Sanda Calu, FSE role, line manager, +27 60970 4580
- Mrs Cutler Ewalde, NICD-Serology & Molecular Department, Direct Manager, +2711 386 6439/+2782 826 2660
- Mrs Van Reyner Fiona, Manager, NHLS Dora Nginza, +2741 464 4655/+2782 962 3921
- Ms Stander Tania, Manager, NHLS Tygerberg Hospital, +2721 938 9557
Timeline
Technical Support Specialist - Roche Products
09.2019 - 10.2023
Senior Field Service Engineer - Roche Products
06.2015 - 09.2022
Senior Medical Laboratory Technologist - Wits Health Consortium- NICD
04.2014 - 05.2015
Senior Medical Technologist - NHLS Dora Nginza Hospital
05.2011 - 03.2014
In-service Training and Internship Training - NHLS Dora Tygerberg Hospital
06.2009 - 04.2011
Cape Peninsula University of Technology - National Diploma in Biomedical Technology,
Similar Profiles
Asem AlolayanAsem Alolayan
Finance Business Partner at Roche ProductsFinance Business Partner at Roche Products
Surinder ThakurSurinder Thakur
Patient Journey Partner at Roche Products India Private Limited.Patient Journey Partner at Roche Products India Private Limited.
Chandru J PhDChandru J PhD
Patient Journey Partner | Precision Medicine at Roche Products India Pvt LtdPatient Journey Partner | Precision Medicine at Roche Products India Pvt Ltd