Service Customer
Resume:
Sartaj Kumar
**+ Years of After Sale
Service Manager
PERSONAL DETAILS
****************@*****.**
m
Phagwara, Punjab
SEEKING STATUS
Currently Seeking
AVAILABLE FROM
31/07/2017
LANGUAGES
English
- Professional working
proficiency
Hindi
- Native or bilingual
proficiency
Punjabi
- Full Professional
proficiency
SKILLS
Customer Srvice
managemant
Good Leadership & Team
management Complaint
Handling & Resolution
Operation Management
Vendor management
Front End Supervision
Team Development &
Training
Competitive Analysis &
Problem Solving
Channel Management
Communication & Time
Management
Customer Satisfaction
Enhancement
SUMMARY
An Innovative Professional with nearly 18 years of experience in After Sale Service Operations, Customer Service & Satisfaction(SD), Operations & Maintenance (O & M) and Client Servicing & Planning. Possess skills in devising Service Delivery operations and accelerating the business growth. Well versed with maintenance initiatives, thereby bringing down equipment breakdown as well as achieving annual costs savings.
Specialties: Profit Centre Management, Service Strategy Planning, Management & Service Dealer Development, Customer Relationship Management & Negotiation skill,Customer Service Improvement Programme, Define Service Systems & Processes, AMC & Revenue Business Management, Spare Parts Business development,Strong Leadership & Team Building, Set Service KPI's,C-Sat,RT &TAT, Vendor Management, Training & Development,Quality Assurance & Warehouse operation, Designing & drafting SLA Vast experience on Refrigeration and Air-conditioning equipment(HVAC), Home Appliances,Kitchen Appliances, Audio Video products, IT products,Office Automation And Cement & Sanitary ware products of Companies like LG, Videocon, Samsung, Voltas, Electrolux, Leotronics scales, Hitachi,Xerox etc. An effective communicator with Strong Analytical,Problem Solving,Decision Making, Strategic Planning & organizational abilities.
Proficient in use of various computer programs MS Word, Excel,Power Point, CRM, ERP, Outlook, and & Internet Applications.
EXPERIENCE
Hindware Sanitary industries Limited
Assistant Manager-Service Operation
October 2017 - Current
• Expand Service Network for Bathroom products, fittings, sanitary wares in sync with business growth plans.
• Satisfactorily attend to Dealer customer care assistance requirement and organize satisfactory resolutions.
• Monitor & control the health status of service calls.
• Plan & organize project services.
• Plan & organize service camps.
• Plan and Organize Open Market Plumber Training.
• Measuring & Improving TAT of Branch & Service Franchisee
• Monitor & ensure customer delight.
• Plan and organize spares inventory and keep track of it.
• Attend to escalation and ensure immediate Redressal
• Visit dealers on regular basis.
• Attend dealer, builder, architect etc. meets/exhibitions to represent Customer Care.
• Provide to HO details and product feedback.
• To Handle a Team of 30+ Plumbers & Engineers for Breakdown complaints
• Organize to provide warranty certificates to Dealers & projects.
• To Meet Monthly & Yearly Spare Selling Business Target.
• Monthly compile the stock report of Scrap and FG (Physical Vs SAP) then send to SCM.
Reverse Logistics Private Limited
Assistant Manager-Service
April 2015 - September 2017
• Driving the Service Operations and ensuring compliance as per norms for Business Development & 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.
• Trade Management- Regular Trade Visit,Joint visit with Sales Team,Trade Sign Off Etc.
• Focusing on generation of Revenue through sale of Service like AMC/CMC And Spares Sale.
• Responsible for development of the service Franchisees(ASC/DSC).
• periodic meetings And Review for the developments of Service Functions
• Create Wining culture by right direction & guiding the team to achieve the Goals.
• Supervising,Training & Monitoring performance of executives for ensuring superior Customer Service and accomplishments of service targets.
• Grooming and nurturing the service Engineers by regular Engagements to achieve-Service Delivery & revenue.
• Responsible for Key services KPI"s-CS,Revenue,Spares availability,cost.TAT,FTF, etc.
• Arrange spares from OEM
• Responsible for establishment of Service Network in entire Rajasthan,Punjab,Haryana, J&k and Himachal States Area.
• Responsible for training on Environment,Health & Safety (EHS) and audit. 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 Budget,Spares availability(MSL),Manpower Training & availability 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.
• Visit potential upcountry Dealers/Distributors once in a month to resolve current issues and old issues in consultation with Top management.
• Achieve revenue target and ensure all calls are attended as per company TAT.
• Ensure customer call Resolution as per company defined SLA.
• 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 Engineer
May 1997 - February 2013
• Implements Customer Service Standards for LG Service under the guidance of LG Service Top Management Team and drives Service Parameters (i.e. WC/ETA/RT/Call-Closures/TAT/Spares- Usage/Inventory).
• Drives Customer Satisfaction initiatives at all levels while achieving annual Service Annuity Targets.
• Monitors “casual” calls/call charges, Service pricing, selling of Spares/Consumable/Accessories
(selected)/ WS Repairs to maximize total Service Billing each month and each quarter.
• Manages Spares Parts / Consumable ordering process for all product groups and customer segments. Reviews availability of critical parts and consumable and emergency ordering on regular basis.
• Monitors ageing of parts and ensures disposal of obsolete spare parts per process.
• Implements the given Inventory Management Processes through Stores-In charge to ensure optimum inventory level, no stock variance in line with internal audit requirements.
• Implements processes for Warranty Claims/Field Returns/Service Inspections as per Company. Manages escalation process with LG & other Principals.
• Responsible for Development, Training & Certification Process for Service engineers.
• Drives cross-functional communication between Service and Sales/Admin/Finance/Logistics to improve Service deliverable and Customer Satisfaction.
• Manages Service Budget, controls cost and Service resources- head- count/vehicles/tools/machines etc.
• Facilitates Service Documentation, Reporting and Presentations on KPIs (Customer Satisfaction, Annuity, Service Parameters, Productivity, Team Development etc. on Monthly / Quarterly basis as per requirement.
• Follows and implements Quality Policy, Company Training Policy and other Policies and Procedures of the company.
• Ensure safety management in Service Operation and ensures Engineers and others follow technical instructions and procedures to avoid injuries and accidents during the course of duties. EDUCATION
Ramgarhia Polytechnic College
Electronics Engineering Punjab, India
May 1991 - August 1994
CERTIFICATIONS & MEMBERSHIPS
Infomatics
MS-Office,ERP/SAP,WEB Browsing Etc.
Certificate/Membership Does Not Expire
Informatics
CRM/RMS
Certificate/Membership Does Not Expire
ROLES
Annual
Manufacturing/Operations
Supervisor
Work type
Part Time, Full Time, Casual, Contract, Temporary
Eligible to work in:
India
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