Dinesh Kumar Shekar

Home appliances Service and Warehouse Manager in Dubai.

Key Brands: Sharp, Kelon, Simfer, Technogas, Femas, Sharbo
Handling complete service operations profitability, customer satisfaction and Man power management for vide range of Brown & White goods (MDA/SDA/TV/AC) and Business Machine Equipments - Photo Copier.

Reporting to General Manager and completely responsible for the customer support management for Bahrain Gas product range across Bahrain.
• Directly handling a team of 10 personnel comprising of Service Supervisor, After Sales Support officer, Service Coordinator, callcenter agent and 7 technician team
• Responsibilities include service deliverables and revenue generation vides service business.
• Monitoring the pending jobs in deliveries / installation and repair on daily basis.
• Updating the weekly sales & technician evaluation MIS report to Management.
• Direct Contact point for allmanufacturers/Suppliers forrecommended Spare parts and technical clarification.
• Analyzing the happy calls report on monthly basis.
• Solely responsible for the profitability of customer service division and Monthly targets
• Solely responsible for AMC and Extended Warranty Policy processing and pricing
• Directly responsible for spare parts inventory control and Outstanding payment collection
• Actively involved in finalization of the annual Budget for Service Department
• Audit of spare parts inventory and preparing the detailed reports to the management
• Trade partner management

 Assess QA performance - Retrieve and analyze QA information to identify root causes of performance gaps and other product quality problems.
 Direct Supervisor for 11 Technicians in a team handling.
 Ensuring the revenue and gross profitability of the Workshop & Spares division.
 Across the geography experience in handling products for leading brands like
GHD and ROSS. Practicing novel & proven methods of effective man management.
Actively involved in day-to-day affairs of customer support activities of full range of
Consumer durables.
 To coordinate with the entire service team on all areas for the smooth functioning of
the Workshop, field & Spares divisions.
 Monitor and ensure the performance of the entire team and report to the Service Manager.
 Able to resolve escalated customer complaints and concerns that requires personal intervention and those not able to be addressed by the concerned staff.
 Knowledge of troubleshooting and repairing any electronics products.
 In charge for the spare parts ordering/Purchase & sales more than 20 brands and Monthly
Audit of spare parts inventory and preparing the detailed reports to the management.
 Preparation of Monthly analysis report for the installation, repair and inspection jobs & part used jobs with brand wise, Warranty and out of warranty jobs Reports along with overall GCC & UAE spare parts and revenue income sales Report in PPT.
 Monitor and ensure daily open calls pending and ensuring to keep up with the standard targets.
 Monthly Once visit to all UAE Emirates branches to monitor and ensure all service Activities.

Preparing daily workloads for staff & co-coordinating the daily allocation of work. Motivating the team to achieve high standards and KPI targets.  Handling new client enquiries and acting as the face of the business.  Dealing with and resolving problems and issues which arise.  Working with the sales and marketing team to drive sales forward.  Mentoring and training up junior and new staff.  Monitoring & reporting on standards & performance targets.  Arranging & chairing weekly team meetings, focusing on targets & achievements. Implementing new initiatives.  Involved in the recruitment of new staff.  Praise team members and creates a positive working environment.  Ensuring all administrative and IT records are entered and updated correctly.  Providing prompt and accurate information on individual performance.

Provided Technical Assistance and Improving the Technical and Call Handling Skills.
Reporting directly to Sr Service Manager daily basis on scheduled work load status.
Reporting monthly/Weekly analysis report with service bulletin of the products defect found repeatedly and Repeat Repair/PL case.
Handled Pre sale inspection report for the management of the new products yet to release in the market.
Responsible for monitoring and maintaining quality and compliance targets
Successfully resolved failure analysis process and investigation on-site by Interacting with QA from Factory.