Pawan Singh
Pharma Track & Trace Specialist | Serialization | Regulatory Compliance | L1–L3 Tech Support | Enabled 30+ EU FMD/DSCSA Compliant Systems Across 15+ Countries
- Role
- Technical Support Engineer at ACG World
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Pawan Singh
With over a decade of hands-on experience in serialization, track & trace, and regulatory…
Experience
Technical Support Engineer
Jan 2021 — Present · Mumbai, IN
Conducted proactive client follow-ups and issue resolution calls, maintaining a 95%+ customer satisfaction score across key pharma and regulatory clients.Diagnosed and resolved software/hardware issues with a first-time fix rate of 90%, minimizing customer downtime and SLA breaches.Escalated and coordinated unresolved technical cases with internal dev/engineering teams, improving resolution TAT by 30% through structured ticket routing.Leveraged internal knowledge bases and vendor documentation to deliver accurate and timely technical support, reducing troubleshooting time by 40%.Managed and prioritized multiple concurrent technical issues (10+ average active cases) using CRM tools, ensuring compliance with response and resolution KPIs.Successfully completed OEM-certified factory training in hardware/software diagnostics, enhancing technical competency and reducing support dependencies.Built lasting relationships with clients by not just solving technical issues, but truly listening to their challenges, often becoming their go-to partner for both urgent support and long-term solutions—earning trust that translated into repeat business and heartfelt appreciation.
Education
St. Arnold's High School
S.S.C, High School/Secondary Diplomas and Certificates
1999 — 2009
Ismail Yusuf College
H.S.C, Junior High/Intermediate/Middle School Education and Teaching
2009 — 2011
Nagpur University
Bachelor of Engineering - BE, Mechanical Engineering
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