Head Business development and service sales
Glorz india Enterprises
Total des années d'expérience :15 years, 8 Mois
Creating and executing the strategy to develop the service business from start.
Developing the differentiated service network for the installation and complaint management of the Door
Developing brand for increasing trust in the customers.
Creating new perspectives for the business development and revenue generation.
Creating the complete structure of customer service for the entire product range of the retail division that includes the set-up of comprehensive service policies and procedures, call center operations and an outsourced team of field technicians.
Enhancing the product quality by keeping watch over to the complaints and feedbacks and discussing with factory to eliminate the root cause.
Working out end-to-end serviceability needs of the new product launches and execute the same such as, list of spares, spare stocking, warranty policy, training, or back-up of technical field staff.
Facilitating the technical skill up-gradation through all levels in the company by planning and providing the appropriate technical training relating to product launches or technical queries of internal / external customers.
Maintaining the time and accuracy of the defective/ returned products starting from consumers’ and 300 dealers / distributors across the nation, till the settlement of the claims.
Leading and managing the team of 17 technicians, responsible for installation and technical customer service.
Managing and monitoring ‘new installations’ and ‘contractual service’ levels.
Monitoring and guiding the field technicians on daily basis for the installation and the product complaints.
Handling customer queries and taking the critical decisions to retain the customer, leading to business growth.
Keeping the local spare stock up to the mark for faster resolution of technical queries.
Troubleshooting the critical complaints and providing the training on the same.
Monitoring the AMC contracts for renewals for the relevant units, quoting, negotiating and closing the sale thereafter.
Converting lost units under service portfolio with suggested repair or upgradation after site survey.
Leading and managing the team of 17 technicians, responsible for installation and technical customer service.
Managing and monitoring ‘new installations’ and ‘contractual service’ levels.
Monitoring and guiding the field technicians on daily basis for the installation and the product complaints.
Handling customer queries and taking the critical decisions to retain the customer, leading to business growth.
Keeping the local spare stock up to the mark for faster resolution of technical queries.
Troubleshooting the critical complaints and providing the training on the same.
Monitoring the AMC contracts for renewals for the relevant units, quoting, negotiating and closing the sale thereafter.
Converting lost units under service portfolio with suggested repair or upgradation after site survey.
Looking after the service sales business for one of the biggest area of North India, generating service business through selling of AMC contracts, up-gradations and modifications packages pertaining to the different models of elevators.
Generating the service sales business for the largest area of Otis North India by selling AMC, up-gradation / modification packages pertaining to the different models of elevators.