Customer Support Human Resource

SANTOSH NAIR

+91-976******* ***********@*****.***

Result-oriented professional, with nearly 25 years of experience, pursuing a dynamic role as Production, Maintenance & Project in an organization of high repute for mutual growth and success. Education

MBA in Human Resource Sikkim

Manipal University 2016

BTech ECE Lingayas Vidhyapeth

2024

B.Sc. in Aeronautics Cochin

University of Science and

Technology, Cochin 2008

Diploma in Electronics Engineering

Naval Institute of Aeronautical

Technology, Cochin 2001

Trainings

AS9110C:2016 (ISO 9001:2015)

awareness and Internal Auditor

Course NVT, Bangalore

NBCD & Fire fighting course Indian

Navy, Lonavala

Diploma in IT Management

Creative Computers, Goa

Leadership and Management

Course, Indian Navy, Coimbatore

Automated Test Equipment and

Workshop Practices, Indian Navy,

Mumbai

Core Competencies

Soft Skills

Communication

Analytical

Adaptability

Leadership

Team Management

Problem-solving

Profile Summary

Field/ Customer Support for USV project execution & operations. Developing annual/ monthly operating budgets, tracking & optimize cost to meet operational targets.

Responsible for Plant facility, equipment & tooling maintenance, breakdown reduction, scheduling & overseeing all maintenance related work.

Managing Brownfield projects from concept through completion, ensuring timely and cost-effective delivery.

Expertise in calibration, installation, Testing, Commissioning of electronic equipment.

Excellence in supervising entire MRO/ Calibration Lab production processes to ensure efficiency, quality, and compliance with safety standards.

Implementing and maintaining AS 9110C/ ISO9001 to ensure compliance with industry regulations and quality requirements. Coordinating with Govt bodies for Statutory & regulatory compliance. Shortlisting of tenders, identification of technical solution inhouse/ potential vendors development, cost estimation, preparation of budgetary offers, and execution

Expertise in maintenance & repair of Military Fighter Aircraft & helicopter Avionics systems.

Expertise in maintenance and operations of Fighter Aircraft Simulator & Interactive Computer Based Training System.

Extensive expertise in test equipment, Automated Test Equipment, and overseeing Aviation MRO facilities.

Work Experience

Jan’22 – Feb 25 Boeing India Private Limited Karwar Customer Support Specialist

Key Result Areas:

Project execution in coordination with Indian Navy (IN) to ensure customer facility & equipment readiness, USV & equipment assembly, installation, testing, acceptance & commissioning of USV fleet.

Apply health, safety, security, and environmental (HSSE) best practices in all operational work.

Maintain inventory of spares being supplied for warranty and subsequent Annual Maintenance Contracts (AMC) as well as assist in the processing of warranty claims between LR and IN.

Facilitating Indian Navy (IN) team of technicians in the deployment and operation of autonomous robotic vehicles within India, ensuring seamless mission execution.

Leading and directing operations, troubleshooting, and repair efforts both on-site and in the field, ensuring effective resolution of technical challenges Conducting training for IN personnel on the operation, maintenance, and troubleshooting of USV and related systems, enhancing their technical proficiency and self-sufficiency.

Orchestrating the launch, piloting, recovery, servicing, maintenance, troubleshooting, and repair of USV mechanical and associated instruments and sensors.

Production / Manufacturing Excellence

Quality Mgmt. Systems (AS)

Project Mgmt. (Greenfield / Brownfield)

Budgeting & Cost Optimization

Policy / Procedure Development

New Systems / Change Management

Supply Chain Management

Customer Satisfaction

Continuous Process Improvements

Maintenance Operations

Security Management

Procurement

Stock Management

QA/QC

Field Support Operations

Highlights:

Played a key role in a project that enhanced technical training programs, resulting in a 40% increase in customer knowledge and product usage efficiency.

Contributed to development of a customer feedback loop that improved service delivery processes, leading to a 100% increase in positive customer feedback.

Streamlined the preventive maintenance (PM) program, leading to a 25% reduction in maintenance costs while improving equipment reliability.

Established a comprehensive root cause analysis system, reducing defect rates by 10% and improving product quality consistency. Awarded by company & appreciated by customer for outstanding contribution towards project execution excellence. Mar 18 – Jan 22 Aviatech Enterprises Pvt. Ltd. Goa Technical and Quality Manager Key Result Areas:

Directed operations as the Senior Technical Manager for the Avionics Repair Facility & NABL accredited Electro technical Calibration Laboratory overseeing all aspects of production efficiency, quality assurance & control. Served as the Management Representative (MR/QM) for aerospace QMS AS9110C/ ISO9001 initial Certification, maintain certifications and accreditations necessary for MRO operations including defining quality objectives and KPIs. developing Work Instructions, SOPs, QP & QM.

Oversee and manage both operational (Opex) and capital (Capex) maintenance budgets. Allocate funds for routine repairs, planned replacements, and major capital projects. Coordinate the submission of monthly bills to clients and manage payments for contractors and sub-vendors. Track spending against budget and identify areas for cost optimization. Execution & commissioning of new plant setup & renovation towards setting up technical and administrative setup which include construction of Offices, IT infra, AC, Firefighting system, DG set, Hydraulic Lift, Anechoic Chamber, Environment test chamber, 1000KgF Vibration equipment, Specialized AC/DC power supply, instruments, test equipment, Test bench setup & cabling, Coordinating with Govt bodies like GIDC, Fire department, labor department, pollution board, for Statutory & regulatory compliance. Vendor/ supplier development globally for sourcing for electronic/ electrical/ mechanical spares for MRO & projects. Shortlisting of Aviation tenders, identification of technical solution inhouse/ potential vendors development globally, cost estimation, preparation of budgetary offers, and execution Highlights:

Contributed to pricing strategies and negotiations, achieving savings of over Rs. 50 lakhs in the setup and commissioning of a technical facility valued at Rs. 2.5 crores. & executed electrical works, construction, renovation, and setup of technical and administrative facilities in just five months.

Managed the successful brownfield project of a new plant setup, completing it 30% under budget and ahead of the original timeline. As the Management Representative, developed and implemented the QMS, leading to AS9110C certification for MRO services, making it the sixth in India and the first in Goa. Previous Experience

Aug’97-Aug’17 Indian Navy (Aviation) Mumbai, Goa, Kochi Aircraft Maintenance Engineer Key Highlights:

Expertise in avionics maintenance, repair & operations of Military Fighter Aircraft, combat helicopter. Lead and manage the Facility/ production/ workshop maintenance activities by developing and implementing maintenance strategies to ensure the reliability and availability of the equipment. Supervising maintenance technicians and engineers to execute preventive and corrective maintenance activities & to implement improvements. Identify and address equipment failures, breakdowns, and other maintenance issues to minimize downtime. Defense procurement, preparation of RFP/ RFI, Vendor development, procurement, and workorder/ contract execution. Ensure compliance with safety standards, environmental regulations, and policies. Colossal experience in managing safety & security of equipment, Men, Materials, and Information. Overall co-ordination in response to fire & emergency for safe evacuation of men, material, and equipment. Major servicing, overhaul & Production of aircraft at yard while ensuring QA/ QC i.a.w. QMS & SOPs. Ensuring the adherence to quality standards, maintaining all related documents & taking proactive steps towards improving quality. Leading internal and external audits and ensuring non-conformance resolution. Workshop expertise on PCB Level repair of avionics & production/ Major Servicing of aircraft and associated equipment at Yard. Store management using MIS including forecasting, storage, preservation, accounting, maintaining MSL & distribution. Led the commissioning and initial setup of the Indian Naval Squadron for the first time, overseeing office/workplace setup, aircraft and equipment stowage planning, avionics testing, SOP development, inventory forecasting and management, maintenance publication vetting, and streamlining operational processes, maintenance practices, and quality control. Directed a team of over 200 employees to achieve organizational goals while ensuring high morale and motivation. Provided on-the-job training to approximately 580 engineers, aviation technical sailors, aircrew, and engineers across all assignments.

Servicing, maintenance, repair & operations of Aircraft Simulator & Interactive Computer Based Training System. Personal Details

Date of Birth : 26th March 1980

Languages : English, Hindi, Malayalam

Address : Thondiyethu Puthen veedu, Vathikulangara, thekkekara PO, Alappuzha, Kerala 690107

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