Summary
Overview
Work History
Education
Skills
Certification
Professional Associations
Timeline
Generic

Emeel Gayed

Clyde North,VIC

Summary

Diligent national service professional with track record of implementing effective service strategies and leading teams to systematic approach to cascading strategic objectives throughout the organization, ensuring that all levels and departments are working towards the same goals.

Professional service leader with strong background in managing nationwide service operations. Skilled in team leadership, process improvement, and customer satisfaction. Known for adaptability, reliability, and achieving results through effective collaboration and strategic planning. Proficient in developing service strategies, project management, and fostering high-performance culture. Backed by a Bachelor of Biomedical and Systems Engineering & +17 years of experience through different managerial positions in maintaining first-class service, and safety protocols for medical equipment and complex systems. Leading and mentoring large field service teams fostering skill development and a strong commitment to quality workmanship and maintaining different KPIs, quality control, P&L, and relationships with customers. Committed to prompt and immediate attention to client and business needs with a strong passion for customer satisfaction and the ability to build trust and respect for others.


Successfully led cross-functional teams and implemented efficient service strategies, resulting in improved operational performance. Proven track record of effectively using problem-solving and leadership skills to drive team success and customer satisfaction.


Overview

19
19
years of professional experience
4010
4010
years of post-secondary education
2
2
Certifications

Work History

National Service Manager

Paragon Care Group Australia Pty Ltd
01.2025 - Current
  • Company Overview: https://paragoncare.com.au/
  • Manage and lead the National field service team, providing support and leadership across the Service & Technology organisation.
  • Coach, develop and retain staff, providing regular feedback, communication of standards and expectations along with regular performance assessments.
  • Provide a clear path and direction to the team, communicating frequently and consistently to ensure understanding and alignment.
  • Ensure the establishment of compliant workshops in all states and ensure that EH&S processes, protocols and systems are functioning to expected standards and take corrective action as required.
  • Assess current operations, processes, efficiencies, culture, team and implement plans and strategy for change in consultation with the S & T Pillar GM.
  • Design and implement of systems, processes & best practice across the national service department.
  • Lead the roll out of software platforms required to support the growth of the service department.
  • Managing and coordinate service schedules, implementing cross training programs where required.
  • Managing the service administration portfolio, including the daily management of the service coordination department.
  • Planning, scheduling and workflow improvements on a national basis.
  • Assist internal organisational structure to support the creation of the single service platform.
  • Ensure the service team develop team synergies, implementing uniform systems.
  • Mentor and develop each direct report, providing internal guidance and support. Provide leadership and ensure a clear direction has been provided.
  • Implement key performance criteria for each Manager, Team and Field Service Engineer.
  • Provide support to the business development team, assist by the implementing new contracts across the country where required.
  • Ensure all new contracts are successfully introduced to support the groups revenue opportunities.
  • Assist and provide direction with all recruitment within the national service team, ensuring all areas of the department are meet.
  • Work closely with all areas of the business to ensure a smooth transition across the service team.
  • Financial management of the Service & Technology P&L including margin & revenue targets.
  • Provide regular updates via monthly reporting to the S & T Pillar GM.
  • Submit all Financial and Business analysis reports as in a timely fashion to ensure the S & T GM is kept informed.
  • Communicate regularly with direct reports to ensure that KPIs are achieved throughout the service organisation.
  • Update and adjust monthly Revenue and EBIT forecast to ensure that adequate planning can be achieved.
  • Additional responsibilities where required and ad hoc projects.
  • Partner closely with the Business Development Manager and identify and support actions to increase and improve the service business with existing and new clients.
  • Https://paragoncare.com.au/

State Service Manager – VIC / TAS

Paragon Care Group Australia Pty Ltd
01.2021 - 01.2025
  • Company Overview: https://paragoncare.com.au/
  • Managing and leading the Victorian and Tasmanian field and workshop service teams, providing support and leadership across the organization.
  • Financial management including margin, revenue targets, and inventory.
  • Identifying and acting on opportunities to increase service business with existing and new clients.
  • Maintaining compliant fields and workshops to support the operation of the service teams.
  • Implementation of systems, processes & best practices across the service department.
  • Assisting the rollout of any software platforms required to support the growth of the service department.
  • Managing and coordinating service schedules and implementing cross-training programs where required.
  • Managing the service administration portfolio, including the daily management of the service coordination department.
  • Assist internal organizational structure to support the creation of the single service platform.
  • Mentor and develop each Field Service Engineer / Technician, providing internal guidance and support.
  • Provide leadership vision and ensure a clear direction has been provided to achieve the best as One Team.
  • Implementing key performance criteria for Field Service Engineers / Technicians and coordinators.
  • Provide support to the business development team (sales team, Service BD,etc), assisting in the implementation of new contracts in Victoria and Tasmania where required.
  • Ensure all new contracts are successfully introduced to support the group's revenue opportunities.
  • Managing recruitment within the Victorian / Tasmanian service team, ensuring all areas of the department are supported.
  • Work closely with all areas of the business to ensure a smooth transition across the service team.
  • Provide regular reports to management and client’s CEOs and senior management and regularly meet clients on sites for feedback and identify the areas of improvement for ongoing improvement of the service.
  • Https://paragoncare.com.au/
  • Successfully managing Dornier MedTech Laser/Xray, ResMed Service, BD, REM systems products, and Ramsay Group Portfolios with a team of 11 field service engineers, and 2 service coordinators.
  • Planned, researched, and implemented new test equipment after research and meeting with different manufacturers. This led to an incredible saving of %25 min. in the time spent carrying out the PMs and increased the accuracy of keeping the records of all medical equipment and efficiency of the team.
  • Developed commercial strategies and successfully increased the profit and revenue of our contract (with RHC) on parts while maintaining the same premium quality of products after researching the market with different suppliers, in addition to the ongoing savings for the customers/hospitals.
  • Successfully managed two positions in one (hybrid) after planning and implementing new strategies.
  • Maximised the efficiency of the team by using all the skill sets of 13 employees (new team- One Team) instead of the team of 7 (previous team).
  • Planned and implemented a Technical Development Plan to train more resources on different products to secure enough resources for each product, support the implemented career ladder, and work as One Team.
  • Mentored and trained half of the team (7 engineers over last 3 years).
  • Constructed a 'Career Progression Ladder' for the VIC team to support our improvement plans to encourage the team to leverage their skills and performance to grow on that ladder and minimize attrition rate. Presented, approved, and appraised by our GM of service and the GM of our People & Culture (HR).

Service Manager

Paragon Care Group Australia Pty Ltd
05.2018 - Current
  • Company Overview: https://paragoncare.com.au/
  • Manage and supervise the field service team across Ramsay Health Care Group to ensure an efficient and timely provision of service.
  • Co-ordinate with OEMs and supervise maintenance contracts for medical equipment and ensure that all contracts are carried out in a timely manner in accordance with the relevant Australian Standards.
  • Providing monthly/weekly progress reports and cost analysis reports to all hospital CEOs and Paragoncare.
  • Development and implementation of a common Biomedical Maintenance (Preventative / Scheduled / Unscheduled) Support and asset management system across hospitals.
  • Be responsible for ensuring testing and maintenance of medical equipment is carried out in accordance with Australian Standards 3551 and 3003.
  • Explore and seek service and cost efficiencies via continual reviews and consolidations of Service contracts.
  • Https://paragoncare.com.au/
  • Managed agreement by supervising field service engineers (7 engineers), and service coordinators and communicating with different management of 12 hospitals in VIC to achieve the best quality of service.
  • Implemented clear processes and paths for the team after the commencement of the contract and receiving complaints from CEOs and senior management.
  • Cleared all accumulated backlogs over 1.5 years of repairs at the workshop. Guided and worked with the team to work independently.
  • Achieved the best use of the management system (MediMizer) features and processes of completing tasks in MediMizer after meetings and communications with MediMizer to find the best practice in our daily operation.
  • Planned and prepared for renewing the contract by preparing Performance and Savings Reports for 7 years to Ramsay head office and RHC State Manager in VIC.
  • Successfully managed to support all the biomedical services required for new and various development of new hospitals/ extensions.

Team Leader (Frankston/Mornington sites RHC)

Electro Medical Group / Paragon Care Group
01.2016 - 01.2018
  • Company Overview: https://emedgroup.com.au/ / https://paragoncare.com.au/
  • Contact person for technical support and assistance for Peninsula Private Hospital (>350 beds) and Beleura Private Hospital (>250 beds).
  • Plan and carry out all scheduled and unscheduled service and/or maintenance of clinical equipment.
  • Minimizing the downtime of critical medical equipment within financial constraints.
  • Ensures all work is completed accurately on time and in accordance with the department’s policies and procedures.
  • Accurately record the details as well as the time spent on all routine maintenance, tests and repairs performed on medical equipment.
  • Participated in 24/7 on-call troubleshooting roster.
  • Complete monthly service reports for two hospitals.
  • Provided hospital staff with technical advice and assistance on the suitability, reliability, safety application and correct usage of medical equipment.
  • Https://emedgroup.com.au/ / https://paragoncare.com.au/
  • Reduction in cost (average $2000/month) by using parts from decommissioned units.
  • Sourcing equivalent parts instead of buying complete modules.
  • Repairing electronic boards instead of buying new boards.
  • Performing the Preventative Maintenance, troubleshooting and repairs to save the OEM call-out fees.
  • Planned, and organised to complete all the Preventative Maintenance months for more than 2,500 assets in 9 months instead of 12 months to comply with the KPIs.
  • Managed to handle the workloads of two hospitals (420 beds).
  • Successfully managed to complete the development of a new building for the Peninsula Private Hospital PPH in 2016 (E.D., two wards).

Field Service Engineer

Dräger medical service workshop - Melbourne
01.2016 - 12.2016
  • Company Overview: http://www.draeger.com/
  • Performed troubleshooting and professional repair services to ensure compliance with quality and safety standards for medical equipment.
  • Completed calibration and corrective maintenance to ensure the ongoing reliability and performance of Dräger equipment (ventilation and respiratory monitoring – patient monitors – anesthesia workstations).
  • Provided updates, upgrades, and comprehensive safety and performance testing of the device which simultaneously fulfills legal requirements for medical devices.
  • Http://www.draeger.com/

Operation Manager/Business Owner

Jim’s Cleaning Pakenham Franchisee
01.2014 - 01.2016
  • Ensured the day-to-day operations of a business run smoothly.
  • Ensured project milestones are met.
  • Managed schedule, tasks and service delivery.
  • Liaison with all stakeholders (customers, customer service, suppliers).
  • Developed all administrative strategies and ensured implementation in the operations of the start-up business in a new territory of the franchise, including the establishment of strong business relationships with clients and suppliers.
  • Successfully sold the business with a 50% profit and a list of more than 50 customers in two years of business operation.

Head of Biomedical Engineering Department

Al-SEEF Hospital
01.2009 - 01.2013
  • Company Overview: http://www.alseef-hospital.com/
  • Installed, maintained, and repaired a range of medical equipment in a professional and reliable manner.
  • Managed and supervised biomedical staff (technicians and contractors) to ensure an efficient and timely provision of service.
  • Assisted in the development and implementation of the Asset Management Plan. This wide plan focuses on the longer-term identification of obsolesces / end-of-life and replacement planning.
  • Explore and seek service and cost efficiencies via continual reviews and consolidations of service contracts.
  • Managed medical equipment service agreements and maintained inventory stock control.
  • Independently repaired or arranged for the external repair of defective equipment with due consideration to the cost, quality, and timeliness of the repair.
  • Conducted asset management and regular assessments of the medical equipment lists in allocated departments, ensuring that all were labelled correctly in the biomedical engineering management.
  • Liaised with contractors, service engineers, and medical representatives regarding spare parts, new equipment, and special calibrations.
  • Documented all operator-induced equipment problems and followed up corrective activity on work order.
  • Coordinates new equipment evaluations in conjunction with bio-med manager and user departments.
  • Assisted with equipment specifications, evaluation, acceptance testing and commissioning.
  • Http://www.alseef-hospital.com/
  • Hands-on experience in operating and maintaining a wide range of life-critical medical equipment such as: (ventilators, patient monitors, defibrillators, physiotherapy devices, ultrasound machines, centrifuges, laparoscope, gastroscope, operation tables/lights, electrosurgical units, infant incubators, dental chairs, infusion pumps, phototherapy units, patient warmers medical waste treatment machine).
  • Coordinated the purchase, installation, and training in scavenging system, four dental clinics, laparoscopy & endoscopy towers, ultrasound machines, portable x-ray.
  • Savings of over $30,000 on purchasing for the above project and achieved an 8-10 % reduction in the biomedical maintenance budget by saving several maintenance contracts after servicing the equipment and repairing PCBs.

Field Service Engineer

Servo-Med Company
01.2007 - 01.2009
  • Travelled to remote locations for installation, maintenance, calibration, troubleshooting of breakdowns for OEM products (ventilators: PHILIPS/ defibrillator: Welch Allyn /diathermy: ERBE / physiotherapy: EMS endoscopy: WISAP/patient monitors: CRITICARE).
  • Completed planned maintenance visits to clinics and hospitals.
  • Completed all remedial service actions, standard system checks, and required hardware and software upgrades in accordance with approved policies and procedures.
  • Managed inventory, ordered spare parts, kept accurate records in service logs.
  • Helped in increasing sales and market share by keeping updated of customer needs.
  • Communicated with manager and sales team to ensure customer needs and expectations were clearly understood for efficient and effective service.
  • Assisted other field engineers as necessary.
  • Completed administrative paperwork and computer reports promptly and accurately.
  • Provided feedback to product specialists, manufacturing.
  • 3-4 % Reduction in cost for several maintenance contracts by keeping sufficient stock of spare parts after studying contracts with the consumption rate of these parts and the contract duration, saving shipment and currency exchange costs.
  • Gained 3 new maintenance contracts with a large Government hospital medical maintenance department through successful negotiation.

Education

Bachelor of Biomedical & Systems Engineering -

Cairo Universtity
07-2007

Diploma in Computer Engineering -

Overseas
07-2002

Skills

Strong communication skills

Certification

Current Victorian Drivers’ Licence

Professional Associations

  • VETASSESS –Australia, 2009
  • Engineers Australia, 2007

Timeline

National Service Manager

Paragon Care Group Australia Pty Ltd
01.2025 - Current

State Service Manager – VIC / TAS

Paragon Care Group Australia Pty Ltd
01.2021 - 01.2025

Service Manager

Paragon Care Group Australia Pty Ltd
05.2018 - Current

Team Leader (Frankston/Mornington sites RHC)

Electro Medical Group / Paragon Care Group
01.2016 - 01.2018

Field Service Engineer

Dräger medical service workshop - Melbourne
01.2016 - 12.2016

Operation Manager/Business Owner

Jim’s Cleaning Pakenham Franchisee
01.2014 - 01.2016

Head of Biomedical Engineering Department

Al-SEEF Hospital
01.2009 - 01.2013

Field Service Engineer

Servo-Med Company
01.2007 - 01.2009

Bachelor of Biomedical & Systems Engineering -

Cairo Universtity

Diploma in Computer Engineering -

Overseas

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