Service Operations Manager
AJM Kooheji Group
Total years of experience :26 years, 5 Months
With M/s. AJM Kooheji Group BSC (Closed), handling customer service for brands such as LG, Hisense, JBL, Skyworth, Gorenje, Blue Air as Service Operations Manager
Responsible for 70% of the revenue in Service P&L
Heading Service Operations for Commercial and Room Air-conditioning division
Responsible for customised Facility Management AMC business operations in selected high-end communities across Bahrain
Instrumental in setting up the training calendar after successful Training Need Analysis
Responsible for all recruitments in Service Division
To design 2 novel AMC products for the current year
To work in close association with IT division for all developments and innovation in the service CRM software
To carry out periodic trainings (technical, non-technical) for team members and selected service vendors
With M/s. VOLTAS Ltd, heading customer support activities for the state of Kerala as Branch Service Manager
Completely responsible for the customer support management for Voltas & Beko product range across Kerala (heading a team of 5 Area Service Managers, 4 engineers & SVC Coordinator)
Responsible for service management of key accounts (local & national)
Responsibilities include service deliverables and revenue generation vide service business
Directly responsible for the profitability of customer service division in the state
With M/s. LG Electronics as Assistant Manager - SVC Operation
Subsidiary SVC performance monitoring across MEA Region
Root Cause Analysis for KPI shortcomings
SVC Network planning and optimization
Specialized SVC task undertakings & scheduled onsite support
Strong and effective co-ordination with country SVC managers across MEA region
With M/s. Al Ghandi Electronics, Dubai as Assistant Service Manager.
Handling brands such as Philips, Whirlpool, Kitchen Aid, Voltas across the UAE
Solely responsible for the day to day customer service operations and training
KPI includes optimization of resources
Project Management
Scheduled Product and Technical Training
Strong and effective co-ordination with key facilities team personnel across major projects in Dubai
WithM/s. IFB Industries Ltd, heading customer support (CSD) activities for the state of Gujarat
Nature of Job (Branch Service Manager)
Completely responsible for the customer support management for IFB product range across Gujarat (team of 8 service executives, 4 engineers & regional trainer)
Responsibilities include service deliverables and revenue generation vide service business
Directly responsible for the profitability of customer service division in Gujarat
WithM/s. LG Electronics India Pvt Ltd, heading customer support (CSD) activities across Kerala, Rest of Tamil Nadu and Ahmedabad during sequential periods
Nature of Job (Service Manager)
Completely responsible for the customer support management for LG product range across the assigned territory
Total Man management of a team comprising of 93 members (in Ahmedabad)
Managing a team of service franchisee across the assigned territory (in Kerala/Tamil Nadu)
One to one co-ordination with Sales team comprising of sales managers, regional & city distributors and key retailers
Handled the dealer defective management of entire LG product range
Periodic service evaluations/audits
Conducting HR and soft skills training for selected audience at regular intervals
With M/s. Bright Point India Pvt Ltd, spearheading the aftermarket service operations for Nokia Mobile Phones in the state of Kerala.
Nature of Job (Manager - Repair Services)
Complete management and control of the Advance repair (Level 3) centre at Cochin
Directly responsible for the final service deliverables, manpower performance and revenue generation of the branch
Directly responsible for all recruitments in the Customer Support dept for the branch.
Active support in the management of the Level 2 Nokia Care partners across Kerala, which includes repair load forecast, inventory planning, manpower planning and revenue generation
Technical support and regular training programs for care personnel
Training and appraisal of the team
Active support in identification, follow up and appointment of new Level 2 care centres as per the market requirement
Active co-ordination with the sales team
Achievements
Started with the independent handling of 10 CDMA Level 2 care partners and currently actively supporting 18 technology neutral (GSM & CDMA) Care centres across the state of Kerala
Played a very active role in the setting up of the Level 3 repair centre at Cochin in terms of site identification, entire office set up which includes sales tax registration, active co-ordination with HO operations, work administration, manpower recruitment, induction, training and performance appraisal of the team and the management further.
Started with the organization as Sr. Executive and got rewarded with two promotions in a span of two years
With BPL Limited as Sr. Officer - Customer Care in Health Care Business Group across Kerala, Karnataka, Chandigarh and Gujarat
Nature of Job
Direct control of after sales support and service operations and revenue generation
JUN 1997 - MAR 1999
With M/s. ACE SYSTEMS, Ernakulam, authorized sales & service dealer for BPL Medical Equipments, Kerala
Nature of Job
➢ Need recognition and market development
➢ Generation, follow up and closure of orders and also after sales support
Post Graduate Diploma in Business Administration
Diploma in Electronics & Communication 75%
Pre-Degree Maths, Physics, Chemistry M G University 73%