Service Executive (After Sales Service)
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Ashish Kapoor Mobile: +919785535354, +919717283182. Home: +919813681675 ~E-Mail: [email protected] , [email protected] Branch In charge level assignment in Service Operations with an organization of repute. PROFESSIONAL SYNOPSIS A dynamic professional with around 8 years of rich experience in Service Operations, Customer Service, Resource and Team Management. Adept in managing service functions for enhancing operational effectiveness; streamlining the working standards operating systems. Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals. Hands on experience in conducting training programmes for customer’s at site, approving claims of customers and providing solutions to customers. An effective communicator with excellent relationship management skills and strong analytical, leadership, decision-making, problem solving & organizational abilities. KEY RESULT AREAS Service Operations Managing service coordination of the different areas and after sales service activities. Conceptualizing & implementing service plans / policies for ensuring accomplishment of business goals across the assigned regions. Providing immediate service support to the clients for resolving their issues and complaints in compliance with preset guidelines and rules. Client Servicing Maintaining relationships with key decision-makers in the target organizations to generate revenues through AMC. Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels. Ensuring high customer satisfaction, achieving best outcome leading to achieving / exceeding parts target, service revenue and initiation of new sale activities. Resource Management Leading and monitoring performance of Sales & Service Engineers to ensure efficiency in service operations. Identifying training needs of the Service Engineers as well as the Dealer Service Engineers. Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance among team. SCHOLASTICS
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Transcript of Service Executive (After Sales Service)
Ashish KapoorMobile: +919785535354, +919717283182. Home: +919813681675
~E-Mail: [email protected], [email protected] Branch In charge level assignment in Service Operations with an organization of
repute.
PROFESSIONAL SYNOPSIS A dynamic professional with around 8 years of rich experience in Service Operations,
Customer Service, Resource and Team Management. Adept in managing service functions for enhancing operational effectiveness;
streamlining the working standards operating systems. Proven skills in managing teams to work in sync with the corporate set parameters &
motivating them for achieving business and individual goals. Hands on experience in conducting training programmes for customer’s at site,
approving claims of customers and providing solutions to customers. An effective communicator with excellent relationship management skills and strong
analytical, leadership, decision-making, problem solving & organizational abilities.
KEY RESULT AREAS
Service Operations Managing service coordination of the different areas and after sales service activities. Conceptualizing & implementing service plans / policies for ensuring accomplishment of
business goals across the assigned regions. Providing immediate service support to the clients for resolving their issues and
complaints in compliance with preset guidelines and rules.
Client Servicing Maintaining relationships with key decision-makers in the target organizations to
generate revenues through AMC. Ensuring continuous interaction with the customer to make sure that area of concern can
be worked upon for improved service levels. Ensuring high customer satisfaction, achieving best outcome leading to achieving /
exceeding parts target, service revenue and initiation of new sale activities.
Resource Management Leading and monitoring performance of Sales & Service Engineers to ensure efficiency in
service operations. Identifying training needs of the Service Engineers as well as the Dealer Service
Engineers. Creating and sustaining a dynamic environment that fosters development opportunities
and motivates high performance among team.
SCHOLASTICS
Diploma in Mechanical Engineering from Govt. Polytechnic Nilokheri, Karnal affiliated to State Board of Technical Education, Chandigarh.
XII Private from HBSE Bhiwani in 2008. X from Govt. Sen. Sec. School Panipat, affiliated to HBSE Bhiwani in 2002.
EMPLOYMENT SCAN
Since May ‘10 SU-KAM Power Systems Limited, Branch Service In-charge (After Sales Service)
Responsibilities:
Responsible for service operation of batteries across Rajasthan. Service infrastructure and service network development across Rajasthan. Analyzing and control on warranty failures / returns. Monthly basis cut open few field return batteries for analysis & send the report to
management. Monitoring and control of lead time for battery replacement across Rajasthan. Training to Area service in charges / service engineers regarding Service systems,
Product technology and improvements in product region wise once in 3 month. Auditing / visiting of service centers across Rajasthan. Responsible for scrap sales across all service centers in Rajasthan. Responsible for implementation/ adherence of service policy. Responsible for Preparing Monthly “MIS” ( Monthly Warranty claim Report, Revival
Report, Scrap Stock Report, Scrap Sale report V/s Amount. Etc.) Collection of product performance feedback based on cut open analysis from all service
centres. Reviewing CSI (Customer Satisfaction Index) for all service centers. Deputation of engineers according to allocation/PJP and calls of inverter & battery. Follow-up for status of complaints & revenue of inverter. Responding customers/clients/dealer/distributors queries over phone/mail. Arranging parts/spares as required by engineers with coordination of store-in charge. Forwarding AMC quotation/repair quotation to customer via mail or by hand of engineers. Collecting dealer/distributors feedback through engineers, Phone & direct meet. Preparing incentive sheet on monthly basis.
Jan ’08 to Jan ‘10 Honda Motorcycle and Scooters India Private Limited, IMT Manesar Gurgaon, Customer Support (After Sales Service)
Responsibilities:
Attend customer complaint, Via – Phone, Website, and Letter & NCH. Maintaining data in CRM software. Handling customer complaints & ensure to resolve them to their entire satisfaction Providing feedback to the respective department regarding technical problems, network,
and customer grievances. Handling warranty related issues of customer & dealer and co-ordinate with technical
section. Product quality feedback & market action.
Sep ‘07 to Jan ‘08, Auto Gallon Industries Private Limited Faridabad Diploma Engineer Trainee
Responsibilities:
Approval of all incoming material as per drawing and control plan. Handling & well familiar with instruments related to measurements. Handling of Internal complaints, then jointly study with HOD for the improvement. Prepare daily pre dispatch inspection report. Remove the rejection during the production & take corrective actions. Maintaining all the documents up to date and secure.
IT SKILLS
Well versed with MS Excel, MS Word, Power Point and Internet Applications.
SUMMER TRAINING
Organization : Panipat Thermal Power Station, Panipat Duration : 4 Weeks.
ACADEMIC PROJECT
PIPE DRILLING JIG.
PERSONAL DOSSIER
Date of Birth : 25th Jan 1988Linguistic Abilities : Hindi and English.Permanent address : H. No. 1351/1, Thermal colony Assan Panipat, Haryana- 132105Location Preference : North India.
