Aarón Cantarell Zaldívar
Electronic/Electrical Engineer
Mexico City,CMX
Summary
Senior Manager, Managed Services & Service Operations.
A managed services leader with a strong background in directing customer experience and success, driving satisfaction and loyalty in B2B and B2C environments. My approach is based on the strategic leadership of customer service and technical support teams, with a commitment to delivering results and optimizing operational efficiency. My specialty lies in leading new product introduction. I have successfully managed global regulatory compliance for mobile devices, electronic equipment, and HVAC systems. This is achieved through close collaboration with local agencies and the creation of strategies that streamline market launches, strengthening the company's competitive position in domestic and international markets
Overview
23
23
years of professional experience
1
1
Language
Work History
Managed Service Manager (MSM)
Ricoh Latin America Inc
04.2025 - Current
- Leadership and Strategy: Set the strategic direction. Ensure all SDMs (8+) are aligned with the
company's goals, looking for opportunities to expand services and improve delivery efficiency. - Service Delivery Oversight: Reviews the performance and results of each SDM. Analyze key metrics
such as Service Level Agreements (SLAs), client satisfaction, and account profitability. - High-Level Client Relationship Management: Maintains strategic relationships with the most important
clients. Participate in quarterly or annual service reviews to ensure client expectations are met and to
identify new business opportunities. - Process Optimization: Constantly looking for ways to improve service delivery processes. This
includes automation, tool enhancements, and the implementation of best practices so that SDMs can
work more efficiently. - Mentorship and Team Development: Develop team of SDMs, provide guidance, training, and support
to help them grow professionally, ensuring the team has the necessary skills to manage complex
accounts
Managed Service Manager (MSM)
Ricoh Latin America Inc
04.2025 - Current
- Leadership and Strategy: Set the strategic direction. Ensure all SDMs (8+) are aligned with the
company's goals, looking for opportunities to expand services and improve delivery efficiency. - Service Delivery Oversight: Reviews the performance and results of each SDM. Analyze key metrics
such as Service Level Agreements (SLAs), client satisfaction, and account profitability. - High-Level Client Relationship Management: Maintains strategic relationships with the most important
clients. Participate in quarterly or annual service reviews to ensure client expectations are met and to
identify new business opportunities. - Process Optimization: Constantly looking for ways to improve service delivery processes. This
includes automation, tool enhancements, and the implementation of best practices so that SDMs can
work more efficiently. - Mentorship and Team Development: Develop team of SDMs, provide guidance, training, and support
to help them grow professionally, ensuring the team has the necessary skills to manage complex
accounts
CS, International Regulatory Affairs Advisor
TMXICO
07.2023 - 12.2023
- Customer satisfaction by providing expert technical advice and personalized importing strategies.
- Regulatory assurance to comply with domestic and international regulations for new product introduction.
- Management of 7 different projects.
- Customs clearance and classification of products.
- Certificates issued in timely manner.
CS, Technical Support & Regulatory Affairs Manager
SAMSUNG ELECTRONICS MEXICO
03.2018 - 12.2022
- KPIs (Repeat Repair Ratio, Long time Repair) enhancement and control accurately and efficiently in accordance with business strategy for customer success.
- Technical training and mentorship to engineers (around 80) to comply with after sales service fo final customers in mobile devices and for all company products. Managed 4 main service center.
- Actively listened to customers' needs (B2B & B2C), confirming full understanding before addressing concerns.
- Team leaders collaboration and stakeholders (spare parts, VOC, service administration, call center, process innovation, sales, traffic, customs clearance and legal) to achieve target results.
- Direct collaboration with HQ (Korea) office guidelines for new product introduction in accordance with regulatory compliance, technical support and post-sale customer service.
- Manage around 90 new products per year, mobile devices, DTV, HVAC, telecom, home appliances, refrigeration.
- Resolved conflicts and negotiated mutually beneficial agreements between parties, 5 external laboratories for technical tests, 4 local regulatory agencies, 3 telecommunications, electrical and electronic associations according company guidelines.
- Exceeded goals through effective task prioritization and great work ethic.
Regulatory Affairs & Customer Service A. Manager
SAMSUNG ELECTRONICS MEXICO
01.2009 - 03.2018
- Handled private and confidential information in compliance with company policies, technical procedures and HQ (Korea) guidelines for new product introduction.
- Analysis and report quality issues to HQ from customer service records.
- Ensure that all mobile and telecom devices, home appliances, IoT, DTV, A/V, HVAC, air conditioned, telecom, home appliances and refrigeration complies with local and international standards to avoid customs clearance issues and correct distribution and commercialization in sales points. Manage around 60-80 new products for certification per year
- Accomplished multiple tasks within established timeframes for new launching products. 90% of products arrived on time for dealers.
- Reviewed technical information and quality issues to report directly to HQ for all products to be according with specification factory production.
Engineering Project Manager
CODERE
03.2008 - 01.2009
- Assure compliance of gaming machines according current regulations and verification of correct electronic operation for new products introduction.
- Provided technical guidance, peer review and mentorship to engineers engaged in building system and layout designs. Around 50 technicians.
- Kept projects on schedule and within budget while serving as project leader.
- Evaluated project requirements to identify and mitigate risks.
Regulatory Certification and Quality Control Eng
DAEWOO (WINIA)
03.2003 - 03.2008
- In charge of new product certification and quality reports for new introduction products. Managed 4 new models per month.
- Identified issues, analyzed information and provided solutions to problems regarding electronic and home appliances.
- Reported directly to HQ and factories.
Education
Bachelor of Science - Electrical, Electronics Engineering Technologies
Universidad Nacional Autónoma De México
Mexico City2002-07
Skills
- Technical support management
- Regulatory affairs
- Customer success
- Policies and procedures
- Product certification
- B2C and B2B service
- Operation Management
- Customs clearance
Languages
English
Advanced (C1)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Managed Service Manager (MSM)
Ricoh Latin America Inc
04.2025 - Current
Managed Service Manager (MSM)
Ricoh Latin America Inc
04.2025 - Current
CS, International Regulatory Affairs Advisor
TMXICO
07.2023 - 12.2023
CS, Technical Support & Regulatory Affairs Manager
SAMSUNG ELECTRONICS MEXICO
03.2018 - 12.2022
Regulatory Affairs & Customer Service A. Manager
SAMSUNG ELECTRONICS MEXICO
01.2009 - 03.2018
Engineering Project Manager
CODERE
03.2008 - 01.2009
Regulatory Certification and Quality Control Eng
DAEWOO (WINIA)
03.2003 - 03.2008
Bachelor of Science - Electrical, Electronics Engineering Technologies
Universidad Nacional Autónoma De México