Service Manager
mannai trading company
Total years of experience :25 years, 6 Months
• Full responsibility for the management of the company’s Service Centre, handling repair, maintenance, servicing and installations for providing full technical support for the 14 International Brands of Consumer Electronics / Home Appliances Products including, training both in-house staff & customers. Worked directly in conjunction with the General Manager to set both strategic and operational goals and objectives for the Service Operations.
• Directed, supervised and coordinated the activities of 73 subordinates in the Services engaged in ensuring smooth operations of the Customer Service Centre. Reporting to the General Manager.
• Defined department goals and objectives and ensured communication to employees. Developed a working environment that supports organizational values. Prepared department budget and monitored expenditure of funds in budget.
• Monitored and ensured Service Centre performance metrics are met in a timely and cost effective manner.
• Planned, developed and implemented customer service strategies aimed at enhancing image of the company and overall financial performance.
• Established, monitored and measured KPI’S / Service Level Agreements in the Service Centre Department to significantly increase in both internal and external customer satisfaction levels.
• Provided team with guidance, motivation, and discipline to consistently achieve company’s goal & customer satisfaction. Conduct regular meetings with staff to know their feedback.
• Verification of P&L reports for Service Department.
• Recruit, train and motivate dynamic employees for optimum operations of the Service Centre.
• Supervision and control of all Warranty Claims for the Products distributed by the company.
• Ensuring optimum level of spare parts for sale and maintenance, hence to keep the TAT (Turn Around Time) in control.
• Also having additional responsibility of implementing procedures for ISO 9001: 2008
• Handling Service Control for Abu Dhabi region & Office administration.
• Procuring the spares from Principles companies and local Vendors.
• Coordinating with the Material Managers for parts forecasting and inventory planning.
• Handling Physical verification of spares and accessories in branch and settling.
• Handling Warranty claims and logistics.
• Preparing ISO Audit- Documentation and Implementation of company policies.
• MIS-Preparation of various reports, i.e. Monthly Consumption Report, Projection of parts, Failure Analysis, Quality reports to Principals etc.
• Handling customer grievances at second level (Visiting corporate customers, Discount approvals, Dealer visits etc.)
• Handling HR related activities of staffs in the region.
• Appointing service dealers for services and inspecting the jobs done by them
• Inventory Control of Central Stores of Service.
• Procuring the spares from Principal companies.
• Coordinating with the Service Manager for parts forecasting and inventory planning.
• Handling Physical verification of spares and accessories in branches and settling.
• Handling Warranty claims and logistics.
• Controlling Service Activities for the state of Kerala.
• Handling spares procurement and stores.
• Coordinating with the Regional Manager for consumer court issues.
• Verification of Technicians report and MIS
Completed 18 months apprenticeship from instrumentaion department from FACT, Cochin plant.
Passed Post Graduate Diploma in Computer Application. Course duration:18months
Passed B.Sc physics with 87% marks from MG university.