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Service Manager

Location:
Delhi, India
Posted:
March 19, 2020

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Resume:

Praveen Sharma

Mobile: 099********,

~E-Mail: adcc2g@r.postjobfree.com

In quest of Manager level assignment in After Sales -Service Operations / Business Development, Technical Services, Warranty Management, OEM Service Management, CFA Operation, Product Development, Product Feedback, Customer Service, Revenue Generation, Market Connect, Trade Satisfaction, Revival, Cost Management. /Service Strategy & Planning for Pan India with an organization of repute.

PROFESSIONAL SYNOPSIS:-

An exclusive Inverters and Batteries and Solar system, technical specialist with more than 14 years of experience in field of Battery /inverter / UPS/Solar System after sales Service Operation, Strategy & Planning with reputed companies like OKAYA, BASE CORPORATION,,SU-KAM, ELECTRA PILOT INDUSTRIES.

Sound knowledge of Indian & Global Lead Acid Battery (Automotive & Industrial) and Inverters / UPS /Solar systems.

Well aware about operational procedure of industry & interfacing with internal / external department / resources for smooth operation

An effective communicator with excellent relationship management skills and strong analytical, decision-making, problem solving & organizational abilities.

Industry knowledge in:

- After Sale Service Operations - Customer Care - Technical Support

- Warranty Handling - Business Development - Team Supervision

- CFA Management - Stock Management - Logistic Management

KEY RESULT AREAS:-

Building the service set up for new brands and developing operations and processes.

Responsible for service operation for Batteries, Inverter, Ups, & Solar (pan India).

Service infrastructure and service network development across India.

Framing and implementation of Operational Process & Service Policy

Defining Channel Service Structure & Appoint Service Franchisee

Building highly efficient skilled Service Team & engineer PJP

Service Performance Management & complaints completion as per defined TAT

Ensure service performance in accordance with the agreed service level agreement (SLA)

Critical Issues Management & Handling Customer Escalations

Service Infrastructure includes Service centers Development

Managing product warranty replacement

Proper stock management/MSL to cater replacement & service

Root Cause Analysis & Feedback Sharing with QC & R&D

Run / manage & audit service network to ensure process adherence & thus quality service.

Maintain trade relations & ensure customer satisfaction.

ACADEMIC QUALIFICATION:-

MBA : In Operation Management from Sikkim Manipal University (SMU)

Graduation : From Choudhary Charan Singh University - Meerut (CCSU)

Intermediate : From U.P Board Allahabad.

High School : From U.P Board of Education Allahabad.

TECHNICAL QUALIFICATION:-

Three Year Electrician ITI Diploma with First Division (1995-98 ) Govt. of National Capital Territory

(NCT) of Delhi.

COMPUTER SKILLS:-

Operating System: Windows XP, Vista, MS-DOS, Packages: Excel, Power Point, Word; Internet Surfing etc.

EMPLOYMENT SCAN:-

E:- Senior Service Manager, Apr’2019 to Present

Pilot Industries Limited

Currently working with Pilot Industries as a Senior Service Manager operation PAN India for Batteries ( Like a -Automotive batteries, E- rickshaw batteries, Solar batteries, Two Wheeler batteries, Lithium ion Batteries VRLA batteries) and Inverter / ups/ & Charger, Solar System )

Job Profile:-

Responsible for service operation for Batteries, Ups and Solar Systems (pan India).

Responsible for review of complete operation with Management at monthly.

Responsible for the free service Camps Activates ( Pan India)

Providing technical and behavioral training to the service team on regular intervals for products like. Batteries and Inverter, Automotive batteries, E-Rickshaw Batteries, Two Wheeler and Solar System

Dealing with OEM customers like, Centria battery UPRCTC, Crompton greaves for after sale service.

Policy / Process preparation w.r.t competitors and set benchmark for all monitoring parameters for cost effective services.

Responsible for customer satisfaction monitoring

Responsible for Channel partner satisfaction

Monitoring & control on Per Service Center, Service costing.

Outsourced Battery complaint Handling with our vender

Monitoring of TAT (24hrs) > 85% of field complaints

Responsible for the Cut open analysis of failure Batteries.

MSL (Minimum stock label) of batteries

Audit of Company Service/ Revival center as per company standards

Training to Branch service in charges / service engineers Dealer, Distributor regarding Service systems, Battery and Solar technology once in 3 month.

Develop service procedures, policies and standards.

Keep accurate records and document customer service actions and discussions.

Maintain an orderly workflow according to priorities.

Responsible for scrap sales across all service centers.

Responsible for all product services as per SLA defined.

Responsible for product quality analysis with Plant quality team and R&D and monitoring of effectiveness for reduction in failures

D:- National Service Manager, May’2016 to Mar’ 2019

Electra Accumulator Limited

Have worked with Electra Accumulator Limited as National Service Manager operation PAN India for Batteries and Inverter / Automotive /E-rickshaw /Two Wheeler/ Solar System )

Job Profile:-

Responsible for service operation for Batteries, Ups and Solar Systems (pan India).

Responsible for review of complete operation with Management at monthly.

Administering entire gamut of tasks involved in service/ after sales support/ warranty handling and customer satisfaction.

Providing technical and behavioral training to the service team on regular intervals for products like. Batteries and Inverter, Automotive batteries, E-Rickshaw Batteries, Two Wheeler and Solar System

Dealing with OEM customers like V-Guard, Minda Vroom, Hykon for sale & service.

Policy / Process preparation w.r.t competitors and set benchmark for all monitoring parameters for cost effective services.

Responsible for customer satisfaction monitoring

Responsible for Channel partner satisfaction

Monitoring & control on Per Service Center, Service costing.

Outsourced Battery complaint Handling with our vender

Monitoring of TAT (24hrs) > 80% of field complaints

Responsible for the Cut open analysis of failure Batteries.

MSL (Minimum stock label) of batteries

Audit of Company Service/ Revival center as per company standards.98

Training to Branch service in charges / service engineers Dealer, Distributor regarding Service systems, Battery and Solar technology once in 3 month.

Develop service procedures, policies and standards.

Keep accurate records and document customer service actions and discussions.

Maintain an orderly workflow according to priorities.

Responsible for scrap sales across all service centers.

Responsible for all product services as per SLA defined.

Responsible for product quality analysis with Plant quality team and R&D and monitoring of effectiveness for reduction in failures.

C:- Regional Manager Service, ( From May’13- May’16)

Su-kam power Systems Limited,

Job Profile:-

Batteries, Inverter ups and solar Systems service infrastructure North India.

Responsible for targeted (60 Lacs ) Revenue generation

Battery Inverter & ups service Manpower availability and utilization as per KRA

Analyzing and control on warranty failures / returns.

MSL (Minimum stock label) of batteries.

Outsourced battery complaint handling with our network and Vendor.

Monitoring and control of TAT for batteries and Inverter & ups and Solar complaint.

Training to Branch service in charges / service engineers regarding Service systems, Battery technology once in 3 month.

Auditing / visiting of top service centers / Distributors across North India for battery service process implementation.

Responsible for scrap sales across all service centers.

Collection of product performance feedback based on cut open analysis from all service centers at Plant.

Audit of Company Service/ Revival center as per company standards.

Develop service procedures, policies and standards.

Keep accurate records and document customer service actions and discussions.

Maintain an orderly workflow according to priorities.

Responsible for scrap sales across all service centers.

Responsible for all product services as per SLA defined.

Responsible for product quality analysis with Plant quality team and R&D and monitoring of effectiveness for reduction in failures.

B:- Area Service Manager, (Apr’9 – Mar-13)

Base Corporation Limited .

Job Profile-

Handling service for Haryana Punjab Madhya Pradesh and Maharashtra.

Dealing with branch regarding escalated cases.

Monitoring of Branch Expenses.

Conducting Trainings – internal & for the Trade.

Support to the Sales Team & Channel Partners.

Collection of product performance feedback based on cut open analysis from all service centers

Analysis of failure & Product feedback to H.O.

Training of Service Engineers, Channels partners,, Dealers..

Responsible for implementation/ adherence of service policy.

Reviewing CSI (Customer Satisfaction Index) for all service centers.

Responsible for Service Camps for Haryana,Punjab, Madhya Pradesh, and Maharashtra .

Verified Approved Warranty claim.

Repairs/Trouble Shooting At Site and Service Centers. Making Report about the Market Position and Competitive Progress of the Product

Technical analysis of outsourced supplier’s product.(Physical, BOM etc).

A:- Area service Incharge, (Sep’05 - Mar’09).

Okaya Power ltd.,

Job Profile:

Dealing with branch regarding technical and non technical issues.

Dealing with branch regarding reports.

Battery Technical Training to Engineers/Dealer/Distributor.

Repairs/Trouble Shooting At Site and Service Centers.

Dealing with branch regarding escalated cases.

Monitoring of Branch Expenses

Conducting Trainings – Internal for the Trade

Support to tha Sale team # Channel Partner.

OTHER DETAIL:-

Have implemented CRM- Service module in Electra Accumulator Limited.

New Product Launch with Sales team( Automotive Battery Having Trade Name GEO a brand name of Electra Accumulator Limited.)

Sound Technical knowledge of Electrical, Refrigeration and Air-conditioner,

PERSONAL DETAIL:-

Father’s Name : Shri Sukhbeer Singh

Date of Birth : 15th june 1980

Marital status : Married

Address : H.218 Gali No 31 Baba Surdas Colony Tilpat Faridabad 121003.

I hereby declare that, to the best of my knowledge the above information is true and correct.

Date Praveen Sharma



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