Head of Service- MEA
Elekta Gulf
مجموع سنوات الخبرة :29 years, 0 أشهر
Oversee and control Service Operations in India and 4 countries of MEA region.
Planning and implementation of service policies.
Initiate cost controls to ensure profitability.
Improving customer satisfaction through continuously improving products and services.
Achieving Targeted level of Customer Satisfaction by monitoring Customer Service Deliverables (RT, TAT etc) and measuring performance thru’ periodic Customer Satisfaction Survey.
Checking product quality and coordinating with the suppliers for any improvement.
Hire and motivate a staff of 60 including 4 managers and support personnel for service and spare parts department.
Process reviews and recommendations for improvement and implementation.
Identifying training requirement of Tech reps and organizing training programs accordingly.
Planning & executing corrective actions to bridge performance gaps.
Responsible for end to end operation of Home appliances and Electronics spare parts.
Established plans and strategies to expand the customer base within UAE at multiple sales locations.
Exploring new parts business opportunities through all export channels.
Analyzing demand and sending purchase orders to different suppliers.
Liaising with suppliers for speedy delivery of spares to ensure availability and supply of spare parts to the service centre, export customers and service dealers.
Continuous monitoring of inventory to minimize the obsolescence.
Actively involved in:
•Developing and improving planning and order management to optimize spares availability.
•Analysing and reviewing monthly reports and forecast for supply of inventory to meet demand.
•Creating purchase orders to different vendors.
•Effectively liaising with vendors on purchase order deliveries to ensure timely receipt of goods and documents.
•Played a key role in increasing spare part sales from 1 Million USD to 2.5 million USD within a year.
•Efficiently maintained immediate shipment ratio (Fill rate) - increased from 85% to 96% with only a marginal increase in the inventory level.
•Worked on:
•Warehouse space optimization in day to day operation.
•The SAP Systems to plug the loopholes and gaps.
•Inventory Checking Programs: Monitored as the key to eliminate Discrepancy - Put in Systems to ensure that they happen in smooth flow
Supervised the activities of 6 subordinates engaged in ensuring smooth operation of Central Parts Store.
•Managed all spare parts purchase of Office automation, Electronics and Home appliances’ division.
•Established, monitored and measured KPIs in the Central Parts Store to significantly increase in both internal and external Customer Satisfaction levels.
•Identified the OEMs and developing potential Vendors/suppliers for achieving cost effective purchase of spare Parts achieving reduction in prices, timely delivery & modifications in the agreements.
•Streamlined the operations by:
•Customising parts stocking policy for each Service Centre.
•Spares Planning for each of the service centre based on the business plans.
•Perpetual inventory check to keep control over Inventory every quarter.
•Extended operational support to ensure timely supply of materials to support operational and customer needs.
•Effectively handled the standard process for Storage, disposal/identification of Non Moving parts
After sales service to all the customers of given area.
•Technical support to Junior Engineers.
•Actively involved in maximising contract penetration.
•Represented North Central business unit of Xerox Modicorp in Self-Managed Work Group presentation at Khajuraho, India.
•Recipient of Best Engineer Award in 1997 from Xerox.