Experience

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  Kingfisher airlines

  Mar 2007 - Dec 2007

  Ife technician

  Cabin Systems and Avionics specialist for IFE and Satellite TV. Supported multiple stations, Created SOPs, WIs, troubleshooting best practices and guidance to others. Interfaced with IFE and Sat TV vendors directly for technical support and product improvement.

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  Panasonic avionics corporation

  Dec 2007 - now

  Technical Sales and Marketing Manager for the Americas region. Working with the PTS Sales and Marketing team to provide customized and effective Maintenance solutions and services to our valuable customers.Directly interfaced with major North American Carriers, notably United Airlines, Air Canada, WestJet. Business Experience: Worked P/Ls over $200M and supported RFP, RFI and RFQs for over $220M in business requests. Sales Win: Won SGHA opportunities in the strategic NA market for Panasonic Technical Services at LAX and SEA. Project Management Excellence: Managed and delivered on a complex airline requirement to provide Technical and Maintenance support to non-Panasonic equipped fleets. Client Recognition: Consistently received direct appreciation from clients for understanding and exceeding their requirements, leading to enhanced trust.Customer Centric Solutions: Supported tailored SLA metrics and KPIs to meet complex requirements, improving performance transparency and driving accountability across technical and maintenance teams. Show less Improved Fleet Performance: Led a Pan-American team supporting United Airlines to increase fleet reliability to exceed target within 20 Months.Supported a successful upgrade of 430+ aircraft from Gen 1 to Gen 3 connectivity systems, ensuring efficient resource use and on-time delivery.Award-Winning Team: Led the team to achieve Panasonic’s Global Excellence Award in Customer Service, awarded in 2020, in recognition of exceptional service and performance improvements.Program & Project Management: Skilled in managing complex, large-scale technical programs, ensuring end-to-end project execution and on-schedule delivery.Cross-functional Leadership: Experienced in coordinating cross-departmental teams, fostering collaboration to meet project objectives and client expectations.Product Innovation & Development: Spearheaded groundbreaking product initiatives, including:Industry-Firsts: Led the team to deliver Award winning Bluetooth in cabin and Accessibility/Text to Speech, enhancing and ensuring an inclusive experience.Passenger Usage Dashboard Requirements: Defined key metrics and data visualization to offer customers insights into passenger engagement with IFE&C systems.Maintenance Tool UI/UX support: Supported UI/UX reviews and improvements to the latest Panasonic Cabin maintenance tool.Operational Requirements: Created operational workflows for a streamlined, all-in-one Wi-Fi solution.Remote UAT Tool: Innovated a remote User Acceptance Testing tool, enabling system testing during the COVID-19 pandemicProactive Reliability Management: Expert in enhancing fleet reliability metrics for continuous improvement.Cost Optimization: Successfully managed operational costs and optimized resources, resulting in substantial savings in upgrade expenses and project budgets.Mentorship & Training: Committed to creating a collaborative, learning-focused environment, mentoring global field engineering teams to tackle challenges and advance technical skills. Show less Customer Support & Reliability Improvement: Enhanced system reliability and serviceability for key Middle Eastern aviation clients, including Etihad Airways, elevating SLA performance from 88% to 97% through targeted software and hardware improvements.Extensive regional experience in STCs, Retrofits, Cabin modifications, upgrades and installations + certification. Notable accomplishments include Project Hollywood, supporting retrofits of ex-AI B777s to EY's configuration for direct flights to LAX and supporting EIS of "The residence" on-board the A380, the first apartment in the air for any commercial carrier. Technical Problem Solving: Developed critical documentation and troubleshooting procedures to resolve complex software issues, reducing operational disruptions and improving system uptime. Successfully implemented a solution for software database corruption, which decreased “dark flights” from 10-12 per month to less than 1 every two months, earning direct appreciation from clients.Operational Efficiency: Led the first forced re-flash of an antenna in the region, resulting in increased system reliability and resource savings of approximately $10K per incident. Additionally, optimized software loading processes, cutting load times from 8-10 hours to 2.5 hours, significantly boosting operational efficiency.Process Standardization & Training: Created standardized maintenance manuals and technical documentation, which were formally adopted across teams for consistent maintenance practices. Served as a certified field instructor, delivering training with 100% positive feedback, ensuring teams were well-equipped with technical skills and best practices. Managed cross-functional initiatives to implement screen calibration solutions, reducing maintenance and repair costs.Product Performance Metrics: Established KPIs and performance metrics for first-time IFE customers, offering insights that improved operational transparency and product understanding. Show less Entry into Service Support: Supported flagship products EIS on all major NB and WB aircraft. Performed extensive hardware and software investigations to deliver reliability improvements (25-35% improved MTBF on Hardware) and system performance over 99%. Cross-functional Coordination: Applied system analysis skills to address initial issues in new system deployments for multiple airline customers, including Maldivian Air, Srilankan Airlines, SpiceJet, Jet Airways, and Air India Express. Directly supported SE Asia region for retrofits, cabin re-configurations, STCs, certifications and Program representation for DERs/Certifying authority. Supported unique integration of hybrid installs of IFE systems between different vendors. Distinct appreciation and acknowledgement from Sri Lankan Airlines for directly resolving a show stopper to certification. Show less

  • Technical Solutions & Sales manager: North America

    Jan 2023 - now

  • Supervisor, Field Engineering

    Jan 2017 - Jan 2023

  • Customer Support Engineer III

    Jun 2015 - Dec 2016

  • Customer Support Engineer II

    Aug 2013 - Jun 2015

  • Customer Support Engineer

    Dec 2007 - Jul 2013