Madhavan Balakrishnan

To Lead and guide the service operations team and foster collaboration within the team.
• To work in close collaboration with top management and suppliers to successfully deliver service operations,
RAC/CAC installation services, Parts, B2B, AMC business and call center.
• Elaboration and implementation of strategies for the development of various business unit in service.
• Ensure efficient and effective operations of service and installation business unit.
• Ensure self-sustainability and as full profit center Service operations.
• Ensure efficient and effective management of human resources (120+staffs) and infrastructure.
• Ensure efficient spare parts, call center and logistical operation services.
• Ensure full compliance of operations with rules, regulations, policies and company’s operational strategies.
• Establishment of management targets (KPI’s & revenue) and monitoring of achievement of results.
• Participation in management team meetings and leading regular meetings with Service BU.
• Ensure and offer exemplary customer service, including maintaining B2B, project customer relationships.
• Optimal staffing of the Service Center, installation and supervision of the work of the service BU’s various units
promoting personal and professional development of staff in order to continuously improve the quality of work
and stimulate their individual and collective growth.
• Preparation of terms of reference for selection and recruitment of external vendors, services as well as of
Service Center’s staff.
• Implementation of audit recommendations, putting into practice the corrective measures that are necessary in
the area of competence of the Service Center, RAC, CAC installation, B2B projects & AMC business.
• Constant monitoring and analysis of the operating environment, timely readjustment of the operations, advice
on legal considerations and risk assessment.

 Devised Polices and Procedure manual & implemented for United Matbouli Group- Samsung- Saudi Arabia.
 Carried out various service business development and expansion plans for above group’s Service Company.
 Service Operation setup from ground level for Dar El Ryan - LG Distributor- Iraq.
 Devised P & P manual and implemented for Dar El Ryan - Iraq.
 Standardized all the processes for service department from parts to incentive payout for Iraq technicians.
 Managed Dar el Ryan service operation until it started to perform and was ready for handover.

 HeadedService operation of Audio Video, IT, HHP & Home Appliance products of LG & Multi brands.
 Manage Customer Service Operation's profitability by setting and achieving revenue goals.
 Manage project customers management & VIP customers call handling.
 Manpower planning, recruiting, training and monitoring. (Service executives, supervisors, Technicians,
helpers, vendors
 Manage the transport and logistics of service operation through company owned and vendor vehicles.
 Manage the service team with strength of 250 employees.
 Manage spare parts operation.
 Manage after sales service of retail, channels & hypermarkets.
 Manage defective inventory in warehouse. 9) Coordinate with various brands for performance, spare parts,
claims and product quality issues.

 Manage service operation of AV, HA, IT & HHP products.
 Manage operations of 2 factory service centers 18 exclusive service centers, 6 authorized service centers &
2 demo center in Karnataka province.
 Manage service requirements of distributors, dealers & retailers.
 Manage corporate service for customers like BEL, Infosys, Wipro, Toyota, Tata & Reliance etc.,
 Recruiting, training and monitoring the Area/Product service executives, FSC/ASC Managers,
Trainers/Product specialists etc.
 Manage spare parts operation & personnel.
 Manage L4 level HHP service center catering to 4 states of southern India.
 Managing warehouse defective inventory.

 Manage service operation of 3 division office equipment, Security & Home furniture.
 Manage service operations of 1 factory service center 12 exclusive service centers in Tamilnadu province.
 Manage service requirements of distributors, dealers & retailers.
 Manage corporate service & projects customers like Wipro, Citibank, NPCIL, Needle Industries, BEL & ABT.
 Managing warehouse defective inventory.
 Developing, appointing and monitoring Dealers, Authorized service providers and contractors for Projects
and Service activities in 7 districts

 Raw material reconciliation.
 Operation improvement and planning.
 Down time analysis.
 Preventive maintenance.
 Documentation for ISO.