Berkan Lokumcu
Çanakkale
Summary
Senior Technical Services Manager with a demonstrated history of working in the medical device industry. Skilled in Patent Law, Intellectual Property, Design and Development, Product Development, Field Service and Medical Imaging. Strong educational background with focusing to Informatics Systems (Msc) and Electrical & Electronics Engineering (Bsc) from Gazi University. Experienced in managing technical services, with a strong emphasis on project management, team leadership and strategic planning. Proven ability to troubleshoot complex technical issues while overseeing daily operations and ensuring customer satisfaction. Notable strengths include communication, critical thinking, and problem-solving skills, all of which contribute to improving operational efficiency in past roles.
Overview
19
19
years of professional experience
Work History
Snr Technical Services Manager - Central Eastern Europe Turkey and Israel
Vantive Türkiye
06.2024 - 12.2025
- Team Leadership: Building and leading a high-performing tech support team in Central Eastern Europe, Turkey and Israel. Providing guidance, mentorship, and support to team members, fostering their professional growth and ensuring effective collaboration.
- Business Models: Management of direct, semi-direct, distributor, service provider business models in both the field and the service repair center.
- Management of Financials: Creating profit and loss tables at local and regional level; performing LRP, AOP and Forecast planning.
- Technical Support: Being responsible for designing the process and strategy with regards of the technical support function with customers. Leading and overseeing the technical support function within the organization. Ensuring and delivering a high quality technical support services to customers and internal stakeholders.
- Sales Support: Collaborating closely with the sales team to understand customer requirements by gathering valuable insights from the sales team's interactions with prospects and customers. Focusing on enhancing existing products, addressing specific pain points to increase customer satisfaction and helping transform prospects into new customers.
- Performance Measurement and Analysis: Establishing metrics and key performance indicators (KPIs) to evaluate the achievement of field and workshop service quality. Monitoring the team's performance over KPIs.
Snr Technical Services Manager - Turkey & CIS
Vantive Türkiye
02.2025 - 09.2025
- Team Leadership: Building and leading a high-performing tech support team in Turkiye and CIS countries. Providing guidance, mentorship, and support to team members, fostering their professional growth and ensuring effective collaboration.
- Business Models: Management of direct, semi-direct, distributor, service provider business models in both the field and the service repair center.
- Management of Financials: Creating profit and loss tables at local and regional level; performing LRP, AOP and Forecast planning.
- Technical Support: Being responsible for designing the process and strategy with regards of the technical support function with customers. Leading and overseeing the technical support function within the organization. Ensuring and delivering a high quality technical support services to customers and internal stakeholders.
- Sales Support: Collaborating closely with the sales team to understand customer requirements by gathering valuable insights from the sales team's interactions with prospects and customers. Focusing on enhancing existing products, addressing specific pain points to increase customer satisfaction and helping transform prospects into new customers.
- Performance Measurement and Analysis: Establishing metrics and key performance indicators (KPIs) to evaluate the achievement of field and workshop service quality. Monitoring the team's performance over KPIs.
Snr Technical Services Manager of Kidney Care for Turkey and CIS
Baxter International Inc.
01.2024 - 02.2025
- Management of Financials: Creating profit and loss tables at local and regional level; performing LRP, AOP and Forecast planning.
- Technical Support: Being responsible for designing the process and strategy with regards of the technical support function with customers. Leading and overseeing the technical support function within the organization. Ensuring and delivering a high quality technical support services to customers and internal stakeholders.
- Sales Support: Collaborating closely with the sales team to understand customer requirements by gathering valuable insights from the sales team's interactions with prospects and customers. Focusing on enhancing existing products, addressing specific pain points to increase customer satisfaction and helping transform prospects into new customers.
- Performance Measurement and Analysis: Establishing metrics and key performance indicators (KPIs) to evaluate the achievement of field and workshop service quality. Monitoring the team's performance over KPIs.
- Team Leadership: Building and leading a high-performing tech support team. Providing guidance, mentorship, and support to team members, fostering their professional growth and ensuring effective collaboration.
Snr Technical Services Manager, Turkey and MEE
Baxter International Inc.
Ankara
05.2022 - 01.2024
- Leading the service organization in Turkey and MEE.
- Ensuring and optimizing all service processes.
- Creating a flexible organization ready for growth.
- Exhibiting first-class service approach to the customer in order to support business development.
- Monitoring and ensuring the Service team's key performance indicators.
- Direct, semi-direct, distributor management.
Technical Services Manager, Turkey
Baxter International Inc.
Ankara
07.2019 - 05.2022
- Establishing relations with the key actors affecting the decision to purchase technical service products and services as well as with existing/potential customers.
- Attracting and retain employees with the best skills and qualifications to ensure that the company standards and values are met and exceeded.
- Carrying out performance appraisals with all direct reports and to ensure that both individual and organizational development and training needs are met.
- Setting clear objectives for all direct reports in line with departmental and organizational goals and to manage and lead the team efficiently.
- Developing relevant skills and knowledge by attending courses or make sure the needed knowledge is retained within the company.
Technical Services Coordinator
Baxter International Inc.
Ankara
11.2018 - 07.2019
- Selling direct service contract and spare parts where appropriate.
- Providing technical training to field service engineers, customers and service partners/dealers.
- Problem solving in the event a service provider cannot fix a complex fault.
- Technical Service performance and standards.
- Undertaking the testing of company products and provide fully completed test and service reports.
- Ensuring all relevant repair/service information is entered into the database.
- Ensuring the calibration validity of any test equipment used to repair company products.
Senior Field Service Engineer
Philips
Ankara
05.2015 - 11.2018
- Responding to customer queries in a timely and accurate way, via phone, email, or chat.
- Supporting team members in troubleshooting company products.
- Updating internal databases with information about technical issues and useful discussions with customers.
- Sharing feature requests and effective workarounds with team members.
- Gathering customer feedback and share with the Customer Success team.
Field Service Engineer
Philips
Ankara
05.2011 - 05.2015
- Provided technical support via phone and email, resolving customer inquiries promptly.
- Implemented safety protocols during installations and repairs to promote workplace safety.
- Managed field service schedules to optimize travel efficiency and service delivery.
- Collaborated with clients to understand service requirements and ensure satisfaction.
- Diagnosed and repaired complex equipment issues in various operational environments.
Patent Engineer
Ankara Patent Bureau
Ankara
01.2009 - 05.2011
- Drafted and reviewed patent applications for various technological innovations.
- Conducted prior art searches to assess patentability of inventions.
- Collaborated with inventors to gather technical information and clarify details.
- Managed communication between clients and legal teams regarding patent processes.
- Assisted in developing strategies for intellectual property protection initiatives.
- Analyzed patent claims for compliance with legal standards and regulations.
Product Development Engineer
DemirDöküm
Eskişehir
04.2008 - 10.2008
- Designed innovative heating products to meet market demands and customer needs.
- Collaborated with cross-functional teams to enhance product features and usability.
- Developed technical specifications and documentation for new product lines.
- Managed prototyping processes to evaluate design concepts and functionality.
- Provided technical support during the manufacturing process for new products.
- Developed product prototypes and conducted tests to evaluate performance.
- Estimated costs, timelines and challenges for each project.
- Generated diagrams illustrating system architecture of complex products.
Design Development Engineer
Elsan
Ankara
11.2006 - 08.2007
- Partnered with cross-functional teams to drive product development initiatives.
- Created innovative design solutions for complex electrical motors, enhancing functionality and efficiency.
- Reviewed and revised technical drawings for accuracy and compliance.
- Participated in brainstorming sessions to generate creative ideas and concepts.
- Provided technical support during the manufacturing process to resolve issues.
- Tested prototypes in various conditions to ensure optimal performance of the product.
Education
Msc - Informatics Systems
Gazi University
Ankara, Turkiye06-2011
Bsc - Electrical & Electronics Engineering
Gazi University
Ankara, Turkiye06-2006
Skills
- Technical support
- Team leadership
- Financial management
- Performance analysis
- Business model management
- Customer relationship management
Accomplishments
- Increased regional team efficiency to 90% within 6 months.
- Managed P&L over $5M annually across multiple regions.
- Improved customer satisfaction to 99% within the first year.
- Achieved over 95% KPI compliance across all service regions.
Languages
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Snr Technical Services Manager - Turkey & CIS
Vantive Türkiye
02.2025 - 09.2025
Snr Technical Services Manager - Central Eastern Europe Turkey and Israel
Vantive Türkiye
06.2024 - 12.2025
Snr Technical Services Manager of Kidney Care for Turkey and CIS
Baxter International Inc.
01.2024 - 02.2025
Snr Technical Services Manager, Turkey and MEE
Baxter International Inc.
05.2022 - 01.2024
Technical Services Manager, Turkey
Baxter International Inc.
07.2019 - 05.2022
Technical Services Coordinator
Baxter International Inc.
11.2018 - 07.2019
Senior Field Service Engineer
Philips
05.2015 - 11.2018
Field Service Engineer
Philips
05.2011 - 05.2015
Patent Engineer
Ankara Patent Bureau
01.2009 - 05.2011
Product Development Engineer
DemirDöküm
04.2008 - 10.2008
Design Development Engineer
Elsan
11.2006 - 08.2007
Msc - Informatics Systems
Gazi University
Bsc - Electrical & Electronics Engineering
Gazi University