Manager Service
Resume:
CONTACT DETAILS
**********@*****.***
EXPERIENCE
Ensure revenue and gross profitability of appliances and electronics sets, and appliances spare department.
Manage timely intending of spare parts with Store Incharge. Provide and implement new ideas to increase business revenue. Establish KPIs (Same Day Repair, Repeat Repair Ratio, First Time Fix, Turn Around Time) for breakdown of complaints and customer satisfaction. Submit FQR (Field Quality Report) to suppliers on product failures, quality issues, manufacturing defects.Supervise spare parts' orders and monitor the inventory to prevent obsolescence.
Ensure timely dispatch and claim settlement of warranty claims to suppliers Monitor call center performance.
Authorise product replacements approvals, petty cash vouchers, expenses etc. within the prescribed limits.
Ensure timely addressing of customer complaints with Service Supervisor. Identify new ERP system and implement a proper and complete real-time system for recording, executing and monitoring complaints.
Personal intervention to resolve escalated complaints and concerns. Identify root causes of repeated complaints on appliances and take corrective steps to avoid future occurrence.
Train and motivate team in order to improve accuracy and performance. Arrange staff training program to improve customer satisfaction, business growth, service facility and performance of the technicians. Evaluate staff's progress, to determine yearly raises/bonuses/promotions based on their KRA performance.
Other administrative and technical support as needed. Manage a team of 36 people, reporting directly to the General Manager. Responsible for after-sales support for all product categories (consumer electronics, house appliances, air-conditioning, kitchen appliances). Efficient service center operations management:
Timely and effective resolution of complaints:
Team management:
Abu Issa Holding Group of Electronics, Qatar Jan 2015 - present Assistant Service Manager
Overall service operations: Administrative and technical support, managing business objectives, customer and dealer satisfaction, administrative management. After-sales service operation for consumer electronics, home appliances & kitchen appliances (refrigerators, washing machines, dishwashers, laundry centres, LED/LCD/plasma TVs, window and split ACs, vacuum cleaner, food processor etc.) Resolution of escalated customer complaints and concerns. Responsible for a team of 47 (9 directly and 38 indirectly managed), directly reporting to Service Head and indirectly to General Manager. Y.K. Almoayyed Group of Electronics, Bahrain May 2009 - Dec 2014 Service Incharge
SERVICE MANAGER
GIRISH BHIWA PARAB
Highly experienced service manager with over 17 years of first-hand experience in quality assurance, after-sales service and business development. Specialised in consumer electronics, home appliances, air-conditioning and kitchen appliances. LANGUAGES
English, Hindi, Marathi
KEY STRENGTHS
Team management
Quality assurance
Leadership and team
building
Customer service
management
After-sales service
Spares inventory
management and control
Administrative
management
Consumer electronics,
home appliances and
kitchen appliances
Cost control
Customer and dealer
satisfaction
CONTACT DETAILS
**********@*****.***
SKILLS
IT operating systems: Dos,
Windows 95.98, XP, MS-
Office 2000, Internet
Explorer.
Excellent time
management
In-depth knowledge of
after-sales service and
customer service
management
Ability to handle business
and service with ease
Great analytical &
management skills
SERVICE MANAGER
GIRISH BHIWA PARAB
Reporting to Branch Service manager.
After-sales service for consumer electronics and home appliances products in South Mumbai/East Mumbai area with a total manpower of 15 service engineers. Leading a technical team, responsible for all business objectives and administrative management and customer satisfaction.
Focus on KPIs and managing call-takers team.
Monitoring and controlling after-sales service and customer care through better Customer Response Time, Same Day Repair, Repeat Repair Ratio. Handling responsibility for all breakdown calls of customers and allocating them to service engineers on a local basis.
Timely feedback on reports from service engineers. Product replacements for quality issues or manufacturing defects. Samsung India Electronics Pvt. Ltd. Jun 2006 - May 2009 Field Service Incharge
Reporting to Service Incharge.
Handling South Mumbai area and providing customer service for Godrej Appliances as a Service Coordinator with a total manpower of 12 service technicians. Serving 5000 customers per month with services parameters of First Response Time of 4 hrs, Customer Response Time of 12 hrs and Same Day Closure of 75%, generating business of 12.5 lakhs (approx. USD17200)
Managing and controlling spares inventory in the center, monitoring overall stores activity to ensure spares availability.
Achieving service revenues through annual maintenance contract's sale, business collection.
Preparing monthly bills (call charges and incentives). Western Airconditioning & Refrigeration Pvt. Ltd. Jan 2003 - May 2006 Service Coordinator
EDUCATION
Alagappa University, Karaikudi Tamilnadu (India) May 2019 B.B.A. IN BUSINESS ADMINISTRATION
M.H. Saboo Siddiqui Polytechnic Engineering, Mumbai University (India) Dec 2007
DIPLOMA IN MECHANICAL ENGINEERING
PROFESSIONAL TRAINING
Training on Baan & Internet Explorer (WEB) Package by Godrej Appliances Ltd. Training on SAP Logon System package by Samsung India Electronics Ltd. Training on "The Leader Who had No Title" by Mr. Robin Sharma (International bestselling Author) organised by YK Almoayyed in Bahrain Training on White-Westinghouse & PHILCO laundry products, washing machine and side by side refrigerators by Electrolux with certification organised by YK Almoayyed in Bahrain
Training on "Customer Service" presented by "Flextrain training & development" with certification organised by YK Almoayyed in Bahrain MARITAL STATUS
Married
DATE OF BIRTH
9 January 1981
Contact this candidate