Chief Executive Officer CEO
TECSOL Electronics Private Limited
مجموع سنوات الخبرة :24 years, 7 أشهر
Tecsol Electronics Pvt Ltd having its HQ at Cochin, Kerala, is the first professional service network in India having direct operations with carpet coverage across the State. It deals with after sales service of all home entertainment and home / office appliances irrespective of make and model. It also later expanded operations to parts stores, manufacturing unit and call centres for emerging brands. 11 branches, 1 manufacturing unit, 1 call centre and 350+ employees.
Major responsibilities comprises of
1. Vision /Mission / Strategy
2. Policy formulation & Planning
3. CRM design and implementation
4. Production & Planning
5. Multitasking with entire organization management
6. Review mechanism and grooming
7. Sales & marketing strategy
8. Customer Service & field support Management
9. Vendor Management
Started a consultancy firm to guide our clients to constitute, strategize, organize and implement a state of the art service department from strategy to network set up. Floated in June 2015, currently have clients from India and middle east.
Customer service being the differentiator in the current highly competitive market, each and every company has to look seriously on a CS set up which will keep their customers bonded as well as exploring new opportunities. Have a 12 member team with allied partners across the country.
Services offered covering
• Service Strategy
• Service Portfolio & Catalogue
• Policies & Process
• CRM
• Recruiting
• Behavioral Training
• Service Network Set -up
• Direct or Franchisee module
• Technical support
• Spares inventory control
• Review mechanism
for more details, url : http://shinuskottaram.wix.com/stacsindia
Worked with LG Electronics India Pvt Ltd. as their Branch Service Manager for All products (HE/HA/AC/IT/Mobile etc) from August 2006 to March 2015 at Cochin. Handling mobile service of Kerala exclusively till June 2011 and entire product range then onwards.
Having a team comprising 4 ASMs, 2 SVC coordinators, 2 Defective return management coordinators, Branch stores team of 6 and Direct SVC centre of 70 manpower.
Job Profile
a. Managing Branch Customer support operations in the state of Kerala.
b. Franchisee management
c. Planning and set up of SVC franchisees as per market requirements - SVC network expansion.
d. Liasoning with Carriers/Primary Customers /Institutional Customers etc
e. Liasoning with CDs/ RDs/ Direct dealers.
f. Training of service centres - new products and policies
g. Planning and implementing innovative customer delight
activities.
h. Monitoring Service Parameters like pending, RTAT, FTF etc.
i. Monitoring Customer Satisfaction indices like NPS, VOC etc and promoting MOT.
j. Regular performance review and sharing best practices
k. Defective/return stock management
l. Service Revenue - AMC etc
m. Cost Management.
n. Monitoring branch stores ensuring MSL as well as eliminating unwanted inventory accumulation.
o. Technical support (esp mobile phones), Field Test and FQRs
p. MIS related reports - HO communication, Audits, presentation skills.
Territory Manager at Gandhinagar ( State Capital of Gujarat) covering 5 districts of Gujarat and 2 districts of South Rajasthan with a team of Six engineers and 3 sales executives with entire business (Service and sales) responsibility for 4 years from Sept. 2001 to August 2005. Joined as Senior Customer Engineer.
Job Profile
a. Managing customer support operations of the territory
b. Total business responsibility including sales and service revenue.
c. Demo and presentation to corporate clients facilitating sale.
d. Service Revenue management like AMC, consumables and spares sale
e. Monitoring spare parts dealers
f. Monitoring service parameters and customer satisfaction indices
g. Conducting customer meets and surveys.
h. 1st level service support to Nokia handsets
Branch Service in Charge for entire State of Gujarat for their after sales Service Operations from Sept. 1998 to Sept. 2001. Joined as Service Engineer.
Job Profile
i. Managing customer support operations of the Branch
j. Manage own BRC and developing repair techniques locally.
k. Demo and presentation to corporate clients facilitating sale.
l. Service Revenue management like AMC, consumables and spares sale
m. Monitoring service parameters and customer satisfaction indices
Course completed only