Jan 2015 – Aug 2018 · 3 yrs 7 mos · Pune Area, India

• Service Operations for Rest of Mah and Goa

Feb 2013 – Nov 2014 · 1 yr 9 mos

• Manage service partners of Toshiba and drive them achieve the performance metrics.
• Metrics : Turn Around Time, Cost, NPS(Customer Satisfaction), Service Quality, Productivity
• Manage 34 service partners of Toshiba in the region.
• Handled call volume of 2000 calls per months.
• SRN (Sale return) management of Dealer Defective SKU’s.
• Spare and inventory management
• Overall Location Service Performance management and performance reviews of ASP’s
• Conduct quarterly Audit with ASP Management as per Toshiba Service Standards
• Engage and Develop ASP workforce in terms Regular Product Service Training, Development, Service Deliverables, Market engagement Initiatives.
• Field service audits of products under warranty with ASP for repairs as per SLA

Aug 2011 – Jan 2013 · 1 yr 5 mos

• Manage agreed level of service with Key accounts.
• Write Service level agreements for new and existing services.
• Efficiently converted critical accounts by setting up right governance, addressing issues and collaborating with stakeholders/partners
• Positively addressed client’s issues, resolved them and enhanced customer satisfaction level.
• Responsible on ETE case closures for these named accounts
• Agreeing on Operational Level Agreements with other internal groups and putting Key Performance Indicators in place to measure achievement trends.
• Initiate service review meetings with business owners and external clients
• Analyze trends of failure in region and implement strategies to minimize downtime.
• Identifying service improvement initiatives and Initiating service improvement plans (SIP), interpreting technical issues and relaying business impact to the business owners.
• Share monthly SLA report with each individual key account and corrective actions to be planned and conveyed for any deviations.
• Conduct service camps in Top 20 key accounts to enhance customer satisfaction like Infosys, Oracle, IBM, Thermax, Marico, AMAT, Texas Instruments, Gallagher, Logica, Indusind Bank, HDFC, ICICI ect

Mar 2009 – Jul 2011 · 2 yrs 4 mos · Mumbai Area, India

• Responsible for Service through ASP’s for Maharashtra, Goa, Gujarat, MP and Chhattisgarh
• Conduct monthly reviews with ASP Service Staff and Management as per Toshiba Standards
• Product training for ASP’s / Retail for Demo.
• Engage and Develop ASP workforce in terms Regular Product Service Training, Development, Service Deliverables, Market engagement Initiatives.
• Field service audits of products under warranty with ASP for repairs as per SLA
• Scouting for new ASP in West region for enhancement of service network in new territories.

Sep 2007 – Mar 2009 · 1 yr 6 mos

• Facilitate and champion the location to meet the C-Sat target by running effective customer relationship programs
• Driving programs so as to maximize post-sale revenue with contract customers.
• To effectively implement various People Management Processes (PEP, R&R, Retention etc.) towards employee & Partner Satisfaction.
• Implement product training programs for SIP through ASP.
• Increase Service revenue by increasing Full Maintenance Contracts by 10% annually.
• Relationship management activities with Key accounts & closely monitoring of agreed service levels
• Key Accounts handled: Future Generali, UTI Infrastructure, ONGC, Reliance, Bajaj Allianz, CITI group

Mar 2000 – Apr 2001 · 1 yr 1 mo

• Make sales calls to SME's and picking up orders, updating sales database.
• Maintain knowledge of competition.