Service excellence
Field service processes, service contracts and customer recovery, designed by someone who has done the job.
About me
A business analyst who knows the work on the ground.
I started my career as a field service engineer in Riyadh, installing and repairing diagnostic instruments in hospital laboratories. Six years of keeping customers' labs running taught me what users really need from the systems behind them.
Since moving to Roche Diagnostics Denmark, I have worked on the business side of those systems: Salesforce CRM and field service tools, Tableau dashboards for performance steering, the Roche360 Service-as-a-Product offering, and most recently the SAP S/4HANA program for Service and Quote-to-Contracts.
My strength is the space between the business and IT. I translate how people actually work into requirements, help roll out new tools, train the people who use them, and build the reports that show whether it worked.
Under KlarVis, my own company, I take on consulting work and build small digital products, often with modern AI tools to get from idea to working prototype fast.
- Based in
- Copenhagen, Denmark
- Focus
- Service excellence, CRM & ERP transformation, commercial insights
- Education
- MBA, ENEB BarcelonaExpected 2027BSc Biomedical Engineering, JUST2007 to 2012
- Certified
- Salesforce Platform AdministratorAlso Business Analyst and Platform Foundations; App Builder in progress
- Languages
- Arabic (native), English (fluent), Danish (professional)
Expertise & consulting
Where I can help your team.
I work best with medtech, diagnostics, pharma and life-science companies, and with any service or commercial organisation that runs on Salesforce, SAP or BI dashboards.
CRM & Salesforce
Business administration, requirements and process design for sales and service teams on Salesforce and field service tools.
ERP transformation
SAP S/4HANA programs from the business side: Service and Quote-to-Contract processes, testing and user readiness.
BI & performance steering
Tableau dashboards, KPI governance and forecasting that leaders and engineers both trust and use.
Digital adoption & training
Rollouts that stick: deployment planning, KeyUser communities and training for sales and service teams.
AI-assisted prototyping
Working prototypes of internal tools in days, not months, built with Python, SQL and modern AI tools to test an idea before you invest.
ShortAdvisory call
A focused session on a CRM, ERP or reporting question, with clear next steps.
Weeks to monthsProject consulting
Business analysis, process design, testing or rollout support inside your team.
Hands-onWorkshops & training
KeyUser training, dashboard walk-throughs and adoption workshops for your users.
Experience
13+ years at Roche Diagnostics.
2025 to 2026
Business Solutions Partner, ASPIRE Project
Roche Diagnostics Denmark
- Business partner in Roche's SAP S/4HANA implementation for the Service and Quote-to-Contracts streams.
- Translated service and contract processes into solution requirements and supported testing and user readiness.
2023 to 2025
Business Solutions Partner
Roche Diagnostics Denmark
- Worked on Roche360, Roche's Service-as-a-Product offering, including rollout training for sales teams.
- Built Tableau dashboards for T0/T3 performance steering.
2020 to 2023
CRM & Business Applications Partner
Roche Diagnostics Denmark
- Salesforce business administrator for the commercial and service organisation.
- BI/Tableau KeyUser and SAP KeyUser; ran the KeyUser community and trained users.
2019 to 2020
Senior Field Service Engineer
Roche Diagnostics Denmark
- Service and support for diagnostic instruments at Danish hospital laboratories.
2013 to 2019
Field Service Engineer
Roche Diagnostics Middle East, Riyadh
- Installed, maintained and repaired diagnostic instruments in hospital laboratories.
- Handled escalations and customer recovery, including restoring an instrument that had been down for over a month and turning the visit into a service contract.
Deployment lead, SVMX rollout
Coached and coordinated about a dozen engineering, service and business stakeholders through configuration, testing, training and adoption.
KeyUser community
Built and ran a community of key users so new tools were supported by people close to the daily work.
Fixing it at the first visit
Recognised a recurring fault pattern, resolved it remotely and on site, and closed the case without second-level escalation.
Projects
Things I have built.
Side projects where I design, prototype and ship tools end to end.
Available soon
KlarVis
Know when. Not just how much.
A read-only companion for Trading 212 investors that answers one question every investor has: when should I sell, or buy more? The first version runs on my own portfolio today.
- Home screen with two answers: how am I doing, and do I need to do anything today
- A short to-do list from rules you set yourself, grouped per pie, with Why, Later and Done
- Goals per pie or holding, set up in 3 steps with a Careful, Balanced or Bold style
- A signal log that replays your rules on your own history
- Read-only by design: it cannot place trades, and the API key stays on your device
Independent project, not affiliated with Trading 212. Not financial advice.
Web app · Lab operationsPrototype v2
Lab Scheduling App
A scheduling tool for a team of bioanalysts, built around real constraints: staff certifications, equipment authorisations and individual working conditions.
- Fully self-contained browser app on a shared screen, no spreadsheet backend
- PIN-protected manager console with in-app editing
- JSON export and import to sync across devices
Desktop app · ProductivityIn development
SnapEdit
A desktop screenshot annotation app for quick, clear visual communication in support and documentation work.
- Built with Electron, React and Fabric.js
- Full technical specification: IPC architecture, canvas rendering, cross-platform packaging
- Phased product roadmap through version 2.0
Get in touch
Let's talk about your project or role.
Consulting, a job opportunity, a collaboration or a question about KlarVis. Send a message and I will reply within two working days.
LinkedInlinkedin.com/in/bmesaad
Emailahmedsaad411@gmail.com
Copenhagen, DenmarkOn site in Greater Copenhagen, remote across Europe