Objective

Seeking assignments in Customer Service Operations /Team Management with an organisation of high repute.

Professional Synopsis

A professional with over 15 years’ experience in Service Operations & Maintenance, Technical Support, Team Management

Last associated with Micromax Informatics Ltd. As TSM- Service Operations

Expertise in planning, analysing, managing and executing service system.

Organizational Experience

Since Dec’13 – May’18 associated with Micromax Informatics Ltd as Territory Service Manager

The Accountabilities:

Managed team of 4 service coordinators & 65 Micromax Authorized Service Centers (Mobile Phones) in entire North 1 region (i.e Punjab, Chandigarh, Himachal & JK) as well as developing service network till March 2015.

March 2015 onwards, managing 21 service centers at defined territory i.e Chandigarh, Punjab (Patiala Belt) & Himachal independently.

Assessing the defective spares, product performance, and main problems and taking corrective actions.

Coordinating with Logistics for spares availability at every service center and imparting training to all Service Engineers.

Handling customer queries / concerns, taking their feedback regarding the performance of the product and providing after sales service.

Ensuring the maintenance of high level of customer as well as channel satisfaction.

Providing service support & extending communication facilities through planning, execution, operations.

Reorganizing daily pending report & maintaining TAT as per KPI’s.

Ensure monthly trade visits and resolving their issue as per agreed timeline.

Evaluating ASC performance on monthly basis & takes corrective actions accordingly.

Maintaining & ensures ASC’s credit limit through timely dispatching of defective parts at ASC end.

Nov’04 – Nov’ 2013 associated with Spice Mobility Ltd.

The Growth Path:

April’11 – Nov’13 RSM

April’08 – Mar’11 Dy-Manager-Customer Service

Nov’04 – Mar’08 Service In charge

The Accountabilities:

Managing 75 Spice Authorized Service Centers (Mobile Phones) in entire North 2 region (i.e Rajasthan & Gujrat) as well as developing service network.

Providing support to the brand promise through effective delivery of quality service.

Analyzing defective spares, assessing the problem, taking corrective action as well as evaluating performance of the Branches / Service Partner.

Coordinating with Logistics for spares availability at every service centre and with distributors / dealers to promote sales.

Providing service support & extending communication facilities through planning, execution, operations.

Ensuring the maintenance of high level of customer satisfaction.

Recruiting, mentoring and training service engineers to ensure operational efficiency.

Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members.

Ensuring suitable deployment of manpower & timely availability of manpower.

Accolades:

Successfully headed a team of 3 Service Incharge and 68 service centers and provided training to all Service Engineers.

Successfully managed entire North 1 region (Chandigarh, Punjab, Haryana, HP, J&K) for consistently 8 years before handling Rajasthan & Gujrat market.

Played a vital role in establishing new service centers.

Bagged the first Spice Hero Award in 2006.

Sep’99 – Nov’04 associated with Modi Xerox(Off Roll)

The Growth Path:

Sep’99 – Sep’00 Service Engineer

Sep’00 – Nov’03 Sr. Service Engineer

Nov’03 – Nov’04 Technical Specialist

The Accountabilities:

Imparting trainings and accompaniments to Engineers on all the products (Photocopier & MFD Products); providing technical support to the Engineers.

Handling the process of controlling inventory, picking maintenance contract, refurbishing orders of photocopiers, maintaining & servicing photocopiers.

Accolades:

Effectively managed a patch of 120 Copiers and giving satisfactory service as per Xerox standard

Member of the team which attained the Jury’s Choice Award of SMWG Concept (MODI XEROX) contest held at Goa in 2003.

Training

Title : Industrial Training

Organisation : Deltron Ltd.

Duration : Jul’98 – Jul’99

Role : Trainee

Handling the process of Testing & Assembling of PWBs and maintaining various measurement machines.

Academic Credentials

B.Com from IGNOU, New Delhi in 2001.

Diploma in Elect. Engineering from PSBTE, Chandigarh in 1997.

12th from S.D Public School, under C.B.S.E in 1994.

10th from Sant Isher Singh School, under P.S.E.B in 1992.

Personal Profile

Date of Birth : 10th January 1978

Address : # 586, Sector 69, Mohali – 160062.

Marital Status : Married

Manjit Singh

Mobile: 098********

Email: adbbzm@r.postjobfree.com

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