Regional Service Head - North
Haier Appliances India Pvt. Ltd
Total years of experience :22 years, 10 Months
• Responsible for Ensuring Customer Service Delivery through Regional service operations.
• Service Network Expansion & Optimization in line with business scenario like routine or digitization.
• Creative and innovative strategies to enhance customer satisfaction like 3S Strategy
• Operational & Execution Excellence through Speed and Teamwork.
• Customized delivery strategy for different product profile customers - Premium service.
• Service strategy formulation & execution as per organization vision & business strategy.
• Providing direction, motivation and training to the team members, ensuring optimum performance.
• Weekly & Monthly review of zonal team as per KPI in line to business vision.
• Improved cost effectiveness of service operations and warranty management.
• Enhancing customer satisfaction matrices through on-time delivery of spare parts & monitoring customer complaints & warranty issues.
• Organizing Free Check up Camps and Customer Meets for handling customer grievances and enhancing their contentment levels.
• To Monitor Branch Performance on the KPIs & Expansion of Svc Network based on Sales Plan. Growth in Revenue stream along with Satisfaction with the help of promoting AMC to Fresh & Renewal Customer for High Customer Engagement with Brand.
• Managing the effective working of service franchisees keeping in view turnaround time, warranty cost with inventory management and internal audits.
• Development and Retention of Talent for organization so that smoothly succession requirements can be met.
Achievement :
• Holds the distinction of reducing in consumption of in warranty spare parts
• Evaluation of Network, Identify the Weak areas & to Develop Network of Strong Service Partners resulting in dealer and Customer Satisfaction.
• Establishing operating procedures and systems for smooth operations.
• Formulation of SOP, Business policies and their effective roll out and execution in field.
• Budget/Strategy preparation keeping service cost & revenue as pivot.
• Defining the responsibilities of the Branch Service In charges.
• Execution of Service Marketing activities like free service camp.
• Providing direction, motivation and training to the team members, ensuring optimum performance.
• Serving as Leader POET (Planning, Operation, Engineering and Technical) team.
• Conducting training programs to enhance operational efficiencies of workforce,
• Ensuring healthy work atmosphere for the accomplishment of targets.
• Organizing regular periodic meetings & trainings for service staff, dealers and sales staff for discussing current work issues and devising solutions for enhanced operations.
• Expansion of Service Network in lines with Sales Expansion in coordination with Sales Team
Achievement :
• Achieved significant reduction in costs through implementation of software tools in field
• Demonstrated excellence by developing IT system in 2013 to make the total service process on one platform to enhance the service performance
• Acknowledged for developing and implementing ASC compensation & evaluation system
• SLAs, Policies & special SOPs finalization for MT clients like Croma, Reliance, E-zone, Home solution & Next & Institutional customers like DLF & Diebold.
• Evaluation of AC Service Network, Identify the Weak areas & to Develop Network of Strong Sales and Service Partners resulting in dealer and Customer Satisfaction.
• Establishing operating procedures and systems for smooth operations.
• Technical & Operational Support of Service Partners to achieve service target.
• Providing technical support to the branches by coordinating with R&D & Quality
• Key member in the development & of New models
• Q issue registration & follow up for improvement in products
• Conceptualizing & developing training & development initiatives for improved productivity, building capability and quality enhancement.
• Organizing and conducting practical and theoretical training programs, to enhance skills and motivational levels as a part of training team for departmental staff.
• Scheduling & executing training programs, evaluating training programs and collating feedback from the trainees.
• Evaluation of technical capabilities of CIC agents & target monitoring of Tele call closure activity
• Development of KM module for Call Centre agents.
• VOC handling & resolution for technical issues
Achievement :
• Steered the implementation of various IT systems in the organization which ensured complete data transparency with respect to field operations; defined logics and tracked performance on the same
• Pivotally monitored TDR for authorized installation in SAC units with quality & sales which resulted in:
o 100% data capturing hence PM% was increased
o Gas leakage due to improper installation. results in 1.2 Crores of extra cost can be min
o Cost reduction in after installation cost & improved the customer satisfaction
• Efficiently developed a system in GERP pertaining to SSD Margins through system with the Korean Team which resulted in:
o 100 % data capturing of SSD customers
o SSD Margin has reduced by 0.7%
o Controlling on SSD’s in terms of customer complaints & PM’s
• Responsible for Ensuring Customer and Dealer Satisfaction in Hyderabad
• Evaluation of Service formulation of catch up plan in weak Areas.
• Supporting Service Franchisee for Achievement of Service Goals.
• Constant interactions with the ASC’s/Sales Dealer / Distribution network by regular visits & catering their Service needs.
• To ensure Service Operations of the Branch are within the Budgets
• Devising solutions for the problems by implementing methods of scientific analysis.
• To Ensure Quality SVC by Direct & Indirect SVC Operations by Continuous Audit Process for Gap Analysis, Improvement action plan accordingly.
• Handle overall operations at the service workshop.
• Conduct training programmers to enhance operational efficiencies of workforce, focusing on technical & customer care aspect.
• Correct and proper delivery of Support services to the Customer as specified and to maintain a correct level of Customer relationship Interacting with customers for solving their problems.
• To ensure Service Operations of the Branch are within the Budgets.
• Collecting & collating data on repeat jobs/ other specific complaints & discussing the same with the Factory team for counter measures.
Achievement :
o Fourth Quarter MD Appreciation Award as Best Service Manager in India within three months of joining the organization
o MD Appreciation award of best Service Manager in India in May, June & July 09
• Expansion of SVC Network as per Market Need like Direct, Indirect, RSE, etc.
• Evaluation of Service formulation of catch up plan in weak Areas. Constant interactions with the ASC’s/Sales Dealer / Distribution network by regular visits & catering their Service needs
• To Ensure MSL of Parts are intact at Branch & ASC Level for Control of Overall RTAT
• Ensuring max customer satisfaction by providing support & developing best service deliverables.
• Ensuring 4 Hrs service for FPD Installations for Customer Delight.
• Conducting Regular Audits to ensure that there are no false claims
• Managing All kinds of issues related to Dealer Service to ensure that all the service calls are attended and completed successfully within defined response and down time.
• Reorganizing daily pending report & maintaining customer calls TAT under control.
• Auditing SSD, ensuring minimum TAT and low repeat repair
• To monitor Approval of replacement of dealers
• Providing technical support to the engineers by coordinating with R&D & Quality
B E Mechanical from Punjab University
Three Year course on Mechanical from Pusa BTC, Delhi
1999-2002 Graduation from Delhi University
1998-1999 12th Passed from CBSE
1996-1997 10th Passed from CBSE