Service Manager
Resume:
Sarath Sivaji
Ashok Nagar, E-mail: **************@*****.***
Chennai – 600091. Phone: +91-769*******
Career Objective
To obtain employment as a project manager at company that enables me to showcase my leadership, as well as organizational and budgeting skills.
Summary
Working as State Service Manager for the state of Tamil Nadu under HVAC department in Reliance.
Around 6+ years of experience on various HVAC assets service and maintenance.
Ability to manage both installation process and PMS (Preventive Maintenance) for all type of HVAC assets.
Have a year of experience in Xerox machine assets in HCL Technologies.
Knowledge in Split AC, Ductable AC, Cassette AC, etc.
Proficient in SAP, CRM, ERP, excel and Tally Software.
Professional experiences
Company: Reliance Retail Pvt. Ltd.
Duration: Apr 2017 - Present
Role: State Service Manager
Working as Service Manager for HVAC domain, Reliance. Managing 3 different vendors which has more than 40 trained engineers to handle all the customers complaints logged by Reliance retail showrooms and Jio centers, Reliance Petroleum all over Tamil Nadu. Alongside, managing external customers like South Indian bank, Rajdhani hotel etc.,
Responsibilities undertaken:
Responsible for monitoring service calls and proper maintenance of ACs on all Reliance retail shops/offices, other customers like South India bank in Tamil Nadu.
On an average of 100 calls reported by customer every day and I make sure that all the calls are handled by all 3 vendors.
Review daily breakdown, preventive service reports and take necessary action on backlogs.
Prepare repeated call analysis report from the closed cases to ensure permanent fix to the customer.
Make sure that all vendor SPOCs align all the technicians to various service locations.
Update service on weekly review meeting to your Zonal head/ HVAC delivery head.
Site visit to our customer location within Chennai weekly twice.
Inspection of various sites all over Tamil Nadu state including remote villages twice a month.
Request at least 2 customers for Sampark form (Feedback form) and address their concerns.
Ranking reports of all vendors on their performance/KRA are shared to both management and vendors.
Review and analyze the customer ratings and action the poor/average rated cases.
Make sure that the preventive health check is carried out before summer to avoid more calls/escalations and to improve customer satisfaction
Make sure that all the technicians are skilled-current technologies and safety trainings.
Apart from Reliance retails, seek new customers for business.
External customer Annual Maintenance Comprehensive.
Company: Prakash Refrigeration Service Centre - Voltas
Duration: Jun 2016 - Mar 2017
Role: Manager
Responsibilities undertaken:
Responsible for the overall management of the service center and managing the Voltas ACs in Chennai region.
On an average of 200 calls reported by customer every day and around 300 calls during summer.
Was leading a group of 15 technicians to handle all the customer calls.
Fetch case list from CRM tool and prepare breakdown, preventive service reports.
Make sure all the cases are handled by the technicians and closed properly with good customer feedback.
Company: HCL Technologies
Duration: Jul 2015 - Jun 2016
Role: Vendor Management
Role Description:
Managed a group of technicians responsible for taking care of tickets regarding the maintenance and service of assets.
Lead a group of members during Asset Management.
Company: Precision Machine and Auto Components (PMAC)
Duration: Apr 2014 - Mar 2015
Role: Vendor Management
Role Description:
Responsible for Quality assurance and Pre-delivery inspection.
Responsible for Line Inspection and Data Entry in PMAC.
Skill
Tally
SAP CRM
Academic Profile
Graduated B Tech – Production Engineering from Sai Ram Engineering in 2014.
Diploma in Logistics and Supply Chain from The School of Business Logistics, Egmore.
Awards & Achievement
Promoted to Assistant Manager within a year of joining in Reliance.
Received Customer Satisfaction of above 95% consistently.
Managing service calls for both Tamil Nadu and Bangalore simultaneously during the summer.
Personal Information
Name : Sarath S
Father’s Name : Mr. E. Sivaji
Date of Birth : 10.06.1993
Gender : Male
Nationality : Indian
Marital Status : Single
Languages Known : English and Tamil
Permanent Address : No - 10/17, 14th street,
Ashok Nagar,
Chennai – 600083.
I, S. Sarath do hereby confirm that the information given above is true to the best of my knowledge and believe that you make proper consideration of me.
Place : Chennai Signature
Date : (S. Sarath)
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