Jun 2012 – Sep 2012 · 3 mos · Mumbai

• Consultancy for After Sales Service guidelines ,Service cost, Warranty Management, Customer Satisfaction for a variety of IT & Telecom ( mobile ) hardware products . Empanelled as an Expert in a reputed research organization in the field of Customer Services and After Sales.

Jul 2008 – Jun 2012 · 3 yrs 11 mos · Mumbai

• Service Delivery optimization thru' service franchisee network management ,Depot service ( L4 Level ) management,
• Claim Management, Technical Service Management , Escalation Management,Reverse Logistics operation,SLA

Jul 2008 – Jun 2012 · 3 yrs 11 mos · Mumbai

• New Setups
• Established new franchisee offices for revenue enhancement and greater market coverage.
• Stabilized the operations of the newly set up units for smooth running.
• Service Operations
• Implementing services policies for the organization.
• Ensuring that operations at the service points match the company's standards.
• Handling complaints related to warranty and quality standards.
• Finalizing annual maintenance contracts with the clients and making regular visits at their end for handling their grievances
• Developing expertise in multi vendor support operation.
• Technical Support
• Formulation of service budgets & operational plans and implement cost-saving measures at client end while maintaining the profitability.
• Client Servicing
• Monitoring the post service activities like follow up with the customers, service reminders and handling customer grievances for superior customer service.
• Enhancing customer satisfaction matrices through on-time delivery of spare parts & monitoring customer complaints & warranty issues.
• Product Management
• Launch new products to enhance the portfolio and develop markets for existing products.
• promotion.
• Team Management
• Supervising and monitoring the performance level of the service staff for ensuring superior customer service and accomplishment of service and spare parts targets.
• Organizing regular periodic meetings & trainings for service staff, dealers and sales staff for discussing current work issues and devising solutions for enhanced operations.
• Employment Profile with Milestones; Entrusted with the complete service operation for Western Region covering Maharashtra,Goa & Gujarat involving 35 service franchisees ,1 SRC and 1 L4 centre.

May 2007 – Jun 2008 · 1 yr 1 mo

• Entrusted with smooth running of the entire operations encompassing service revenue, logistics, manpower planning, recruitment, training and creation of different channel service outlets in Western region with the locations viz. Ahmedabad, Baroda, Mumbai ( Andheri as well as Tardeo offices ) ,Pune and Nagpur under my jurisdiction consisting of 6 Location Heads and 78 manpower , with the following responsibilities :
• Ensuring highest level of customer satisfaction .
• Deployment of new process and modification of existing one across the region.
• Evaluating the process and the system and giving feedback to HO for further modification.
• Periodic visit to major customers and auditing service franchisees for further improvement in services.
• Ensuring pro-active measures for a smooth and better service delivery.
• Auditing locations / branches for evaluating their performance on effective service delivery and better revenue realization.
• Implementation of cost cutting measures across the region.

May 2007 – Jan 2007 · 8 mos

• Aprl'07
• Accountable for overseeing the entire operations encompassing service revenue, logistics, manpower planning, recruitment, training and creation of different channel service outlets in East
• Introduced 12 new channel partners
• Trained/recruited manpower to deliver results in a multi vendor support environment.
• Achieved second highest spare sales in the country
• Lowest broken call and 80% meeting of TAT (Turnaround time)
• Additional revenue of 20 Lakhs
• Record installation of 560 Facsimile devices in far flung areas of East including North East Bihar Jharkhand and Bengal completed within record time of three months at an expenditure of only Rs. 89000/= which was lowest in the country
• Developed workforce to deliver results on personal laser printers colour laser printers
• Increased service contract percentage to 40% from zero in colour laser / solidink printers
• Achieved branch level stabilization in Guwahati and Bhubaneswar by making regular visit and proper counseling.

Oct 2003 – Jan 2005 · 1 yr 3 mos

• Set up new offices in Tardeo and Andheri.
• Facilitated the idea of setting up exclusive Sony Ericsson Demo Centre at Andheri.
• Introduced Mobile Van Services in South Mumbai for Seagate Hard Disk Drive collection on experimental basis.
• Initiated the activities for appointment of Service Franchisees in and around Mumbai for Sony Ericsson.
• Inked some AMC deals worth 9 Lacs for Epson POS products and 5 lacs for Lexmark laser printers .
• Responsible for overall TRC operation comprising of 17 staffs.

Jul 1998 – Oct 2003 · 5 yrs 3 mos

• Technical Service , Technical report preparation, imparting training to the new joinees etc.

Jul 2000 – Oct 2003 · 3 yrs 3 mos

• Administered the product launch, actively involved in providing technical and field support and imparting training in the maintenance of copiers
• Actively involved in service quality improvement process and team management through total call reduction process
• Overall responsibility for Field Support operation as well as TRC operation.
• Responsible for warranty support activities for various IT products.

Jul 1998 – Jul 2000 · 2 yrs

Jan 1996 – Dec 1997 · 1 yr 11 mos

• Joined as a management trainee on Jan'96
• Handled Power Plant Control room operation as well as maintenance.
• Have exposure to various management tools like TPM, TQM , SPC , SQC, KAIZEN , QFD , etc.
• Have undergone training for the implementation of ISO-9002.

Jan 1995 – Nov 1995 · 10 mos

• Field Servicing of AMS and APC make UPS ranging from 200 VA to 15 KVA
• Field Servicing of Automatic Voltage stabilizers , Servo Controlled stabilizers , CVT etc.
• Pre Sales support for APC UPS