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Customer Service Sales

Jalandhar, Punjab region, India
September 30, 2018

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Sartaj Kumar

Electronics Engineer with

** ***** ********** **

Service Operation and

Delivery Manager



Jalandhar, Punjab




Currently Seeking





- Full Professional



- Native or bilingual



- Native or bilingual



customer service

customer satisfaction

service operation &


Team Work

Vendor Management

Dealer Management

Channel Relationship


Having served for the past 18 years in Consumer durables, IT,CE, HA,Telecom and office automation products in reputed companies like LG,Videocon, kent Ro,Samsung, Leotronics scales & Office automation etc.I would Like to apply for the post of Service Manager in your esteemed organization.I Would be glad if you would kindly consider my application for further jobs availability as per my qualification & Experience. Over 18+ years of expertise in Profit Center Operations / Service Operations/Revenue Generation/. Developing and strengthening business relationship with clients /Achieve quality service norms for Key Customers / Skillful at monitoring, & motivating the workforce, Enhance their efficiencies & assist them to deliver quality services to clients. Well versed with. Excellent Relationship Management, Analytical & Communication Skills.

Specialties: Profit Center Management, Service Strategy Planning, Management & Service Dealer Development, Customer Relationship Management, Six Sigma, Define Service Systems & Processes, AMC Business Management, Spare Parts Business development. An Effective Communicator with Strong Analytical, Problem solving & organizational abilities. I Think I am well experienced and qualified to shoulder all the heavy responsibilities.I am likely to be given at this post.I am young energetics and confident to meet all your expectations. EXPERIENCE

HIndware Sanitary Industries Limited

Assistant Manager Service

October 2017 - Current

• • Handling after Sale Service across whole Punjab .

• Appointment of Franchisee as per requirement.

• Handling of Franchisee Operations.

• Technical & Soft Skill Training to Franchisee Technicians / Engineers.

• To handle a Team of 20 Plumbers & engg. For Breakdown Complaints & Preventive Maintenance Service Camps, Plumber Meets.

• To escalate the Quality & Technical Issues.

• Handled various operations for 1 service center across the region.

• Measuring and Improving TAT of Franchisee.

• Accountable for handling sale for Spares, Contracts (PMC) and Accessory Division.

• Franchisee Audit.

• Co-ordination with store incharge.

• Dealer and Retailer Visit.

• Resolution to Escalations received.

• Responding to the customers and dealers queries and ensuring proper resolution of the same.

• Coordinating with the Sales Department.

• Failure and Fault Analysis.

• Coordinating Sales People to organize the service Camp & Plumber Meet. Reverse Logistics Private Limited

Assistant manager-Field Services

April 2015 - September 2017

* Managing all service operations through dealers and distributors, ensuring customer satisfaction and business retention.

* Ensuring that operations at the service points match the company standards.

* Ensure the timely completion of customer complaints as per defined TAT to build a trusted brand in Market with higher customer satisfaction.

* Conduct training for service engineers & keep them update with new products, technologies, SLAs Process, policies and softer skill of customer service.

* Resolve product related warranty and replacement issues with sales team and partners.

* Reduce & control the warranty and replacement cost with better monitoring and coordination with sale & service team.

* Regular visit at dealer, Distributor and service franchisee for proper smothening of service.

* Monitor all open/pending calls of service team.

* Audit svc and customer end for best customer satisfaction.

* To execute service policies and monitor Branch Service performance to support and strengthen after sales.

* To prepare budget for all the service centers (ASC/DSC Network) and ensure adherence of the same.

* To study happy call reports on daily basis and take corrective actions to improve service perception.

* To ensure 95% of AMC are converted by monitoring and working closely with the RSM/SE/AMC Co-ordinator.

* Ensure all escalations by customers are resolved in a timely and satisfactory manner.

* Marketeting concept of service on wheels to provide faster svc to rural areas and reduce breakdown time.

* Arrange spares from OEM

* Responsibilty for establishment of service Network in entire Rajasthan,Punjab,Haryana,J&k and Himachal States Area.

Videocon Industries Limited

Area Service Manager

April 2013 - March 2015

To execute service policies and monitor Area service performance to support and strenghten after sales operations and customer care services to ensure total customer satisfaction.

* Prepare budgtet for all the service centers of defined area ( ASC/DSC) and ensure its adherence on weekly basis.

* Ensure effective service infrastructure availability in ASC & DSC network.

* Study happy call reports on daily basis and take corrective actions to improve service perception.

* Ensure timely availability of manpower in ASC/DSC and control the attrition levels ( from top to bottom)

* Study & review MOM of sales and service on weekly basis and take actions on pending issues.

* Review & maintain MSL at ASC/DSC end.

* Visit every ASC/DSC and potential upcountry locations,Dealers/Distributors once in a month to resolve current issues and old issues in consulatation with BSM & RSM.

* Compile Dealer/distributor report and obtain no claim status and submit to local sales team.

* Review & Monitor the target V/s Achievement of ASC/DSC of defined area on weekly basis and give them performance feedback.

* Organize training programs to upgrade/enhance the skill sets of service Engineers.

* Achieve revenue target and ensure all calls are attended as per company TAT.

* Guide & provide technical support to the technicians on criticals problems and avoid delays in call completion successfully.

* Ensure customer call Resolution as per company defined SLA.

* Ensure availability of spares from branch level to service partners

* Monitor of CRM on regular basis for smooth service operation of pending calls.

* Regular quality feedback to support organization to have continuous improvement.

* Ensure smooth recovery process of DOA/RAN/defective stock etc

* Monitor progress of consumer cases, exceptional cases to settle the same without any delay. LG Electronics India Private Limited

Service Center Manager & Service Officer

June 1997 - February 2013

*Responsible for job allocation and job flow in the service center including job scheduling and labor allocation for day to day operations.

*Ensure proper service center utilization and manpower productivity on a daily basis.

*Ensure profitability of the service center by managing the available resources.

*Coordinate resources (operational and human), schedules and plan activities to effectively manage jobs.

*Ensure parts are ordered and available for each repair.

*Ensure that the product reports and leaves the service center on time as planned.

*Regularly monitor progress on each job and quickly communicate delays or concerns with the fleet operations.

*Report on manpower overruns or shortfalls to the Management.

*Act as a technical adviser on key projects and other areas of the Business as requested.

*Receive and review feedback from customers and follow up to ensure customer satisfaction.

*Discuss with team to identify appropriate course of action.

*Identify staff that require on-the-job training and implement training opportunities to ensure their skills are improved.

*Hands-on supervision of all service center activities, especially technical Issue.

*Assists with the Interviewing and conducts hands-on testing of technical applicants.

*Support and full comply with Company and Departmental policies and procedure.

* Regularly Visit Dealer/Distributor for customer satisafaction,defective stock and other service related issues.

* Check spares part availabilty and maintain MSL (Minimum stock level). May 1997 to Mar 2001 Sr. Service Officer(Service Engineer) at LG Electronics(I)Pvt. Ltd.

(3 years and 10 months) Hisar, India.

Industry: Consumer Electronics & Home Appliances Company Size: More than 1000 employees

* Looking after entire Hissar Belt service operation as working of service engineer of all LG product range CE,HVAC and Kitchen Products.

* To understand & resolve issues related to installation & operation of.

* Attending complaints raised by customer/dealers, fault findings & rectification.

* To carry out preventive, corrective & breakdown maintenance of HVAC equipment & systems.

* Good understanding of measuring & testing instruments & their application.

* To ensure appropriate selection of replacement parts, raising spares & consumables requisition asper company procedures for repair & maintenance work.

* To implement understanding of blueprints, drawings, diagrams while trouble shooting.

* To maintain & update customer database, service reports, equipment history periodically.

* Assist customers in startup and commissioning of equipment supplied

* Provide customers with telephone / email support for startup or trouble shooting and rectify faults

* Assisting the customer in selection of correct spare parts required for the equipment supplied

* Review and ensure warranty obligations are fulfilled

* Provide training to user / dealers in the operation and maintenance of equipment

* Regularly visit dealer / distributor for defective check.

* Submit field quality report to H.O. for preventive measure. EDUCATION

Ramgarhia Institute Of Engineering & Technology

3 Years Diploma In Electronics & Communication Engineering (HND (Higher National Diploma))

Punjab, India

July 1991 - August 1994


Infomatics India

MS-Office & Computer Skills

Certificate/Membership Does Not Expire

Certificate/Membership No.: NA


Annual - to


Engineering Manager, Plumbing Inspector, Maintenance Planner, Others Work type

Part Time, Full Time, Contract

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