Puneet Juneja

Overall responsible for leading service function of 4 BUs i.e. Fans,
Appliances, Lighting & Switchgear for Orient Electric
• Managing all customer experience touch points:
o Contact Centre - ~ 70 seat outsourced handling allproducts
o Field Service - ~1.7L tickets per month handled by ~560ASCs
o Spares Management - Outsourced Central SparesWarehouse
~17000 Sq. Ft. handling ~4500 SKUs
o Training - Content making / delivery / LMS & KMS
o Warranty Management - Controls & systems
o Span of control - 7 Regional Service Heads, 1 Contact Centre
Head, 1 Spares & SCM Head, 1 Operations Support Head. 55
Indirect reports in field service
o Spares Revenue - ~ 2Cr. Service spares revenue
• KRAs based on speed of service, quality of service, cost of service, CSAT
• Digital initiatives like full CRM with mobility, product traceability,
warranty validation, WABA, service revenue streams etc.

 Responsible for providing installation & after sales service to approx 2 Mill. Subscribers.
 Ensure to meet service KRAs for five circles of North India.
 Responsible for all service touch points for consumers of Tata Sky.
 To achieve SLAs on cost heads like warranty / admin expenses etc.
 Develop / train team members on service fundamentals, latest technologies

• Spearheaded the UAE service for the entire range of products i.e. CE / HA
/ IT
• Strategize service models to get maximum efficiency & profitability from the service center
• Handled a budget of 25M AED per annum on service & spares revenue
• Benchmarked call center operations in the region and delivered superior service levels to principal companies & their corporate clients
• Set up of ~70K Sq. Ft. customer experience with a team of 90 members

 The role reports in to the National Service Head
 Management of complete service operations in the assigned territory of Guj / MP & CG through a service network of Authorised Service Partners managed by BSMs & ASMs
 Continuous improvement / expansion in service network
 Responsible for the service delivery parameter SLA achievements
 Managing cost heads like warranty / SGA expenses / defective FG generation and liquidation
 Managing branch spares stores and supply chain
 Field feedback to HO quality teams & coordination with technical & training teams for ASC engineer development
 Capture all possible opportunities for revenue generation by way of royalty / spares sale & AMC selling
 People development plans and KPI management

 The role reports in to the National Service Assurance Head of the Enterprise division
 The profile is to continuously improve upon the laid down processes of service assurance for the ‘top of the pyramid’ customers.
 Role demands close interaction with the customers, understanding their requirements, mapping their expectations and accordingly reengineer the processes.
 Apart from reengineering of existing processes, it is expected to continuously evolve improvement initiative that help in delivering the brand promise to the customers
 Implementation of customer experience enhancing initiatives through a team of regional & circle level teams
 It requires effective cross function coordination

 Being function head, responsible for establishing the complete service organization and laying down the standard operating procedures (SOP) for the service organization
 Profile has three functions (a) Hardware Installation & Service (b) Web support & Contact Centre (c) Service Revenue
 Creation of All India Service foot print through own service partners or through out sourced partners
 It involves management of vendors like Lucas Indian Service / Bharti Airtel & outsourced contact centre agency for the installation & working of the devices as per the customer expectations
 Maintain 24x7 web support
 Responsible for the timely & correct billing by establishing a robust billing process & system.