1.Successfully achieved regional after sales service revenue target for FY 2016-17 with a growth of approx. 40% over 2015-16.2. Successfully developed and implemented new service processes for the service team.

Sr.Manager Technical Service & CRM-North Region

customer support,after sales revenue,managing team of 20 field engineers

• Management of all technical staff.• Implemented technical service department’s customer service strategy.• Carried out supervisory responsibilities in accordance with company policies.• Responsibilities included planning, assigning and directing of work.• Developed strong relationships with MNC and key local accounts, Unilever, Proctor & Gamble, Heinz, Kodak,Cipla, Ranbaxy,Siemens.• Monitored report performance metrics using technical service database.• Provided product training support to customer for smooth operation• Coordinated the assessment of potential sites prior to device installation.• Developed cost effective field service schedules.• Prepared departmental plans and budgets that are aligned with strategic business objectives.• Generated service related reports.• Coordinated refurbishment of defective printers.• Provided rolling demand forecasts/orders for spare parts to Materials Management.• Provided the leadership, coaching and mentoring that is required to augment the development and training plans for all reporting personnel.• Ensured the schedule of quality audits was maintained, verified the completion of quality audit results and documents and administered the non-conformance (NCR) process.• Major Achievements:• Increased technical revenue by over 70% in FY 2003• Increased AMC revenue by 25% in FY 2003• Increased Consumables revenue by over 40% in FY2003• Strong focus on end user training and preventive maintenance reduced breakdown calls and increased mean time failure rate.• Strong relationship with existing and new customers resulted in increased repeat sales orders,40% of total sales in west region was from repeat orders in year 2003.• Saved revenue loss of worth 2.5 Million INR per year, by converting multi machine key accounts • Effective mentoring helped technical team in over achievement of targets for FY 2003.

• Carry out supervisory responsibilities in accordance with company policies • Responsibilities to include planning, assigning and directing of work • Manage day to day activities and work closely with Technical Services Manager. • Ensure work is completed efficiently and in accordance with mission criticals guidelines • Review all work flow processes with a view of streamlining efficiencies • Managed and tracked productivity.• Managed Troubleshooting of customer complaints.• Feedback to R & D to improve product, based on customer feedback.• Organized and led a team at various conferences and exhibitions to promote sale of high-end projectors.• Monitored logistics and spares management to ensure smooth supply to dealers/ customers. Major Achievements:• Increased service revenue by over 50% in very first year after joining 1998 and thereafter 30% growth in service revenue in year 1999.• Successfully Organized demonstration of live session of parliament on gigantic screen at Gandhinagar, Gujarat-India • Successfully organized large screen installation /demonstration of CII World conference at Taj Palace, New Delhi in Nov 1999.• Saved department INR 2.00 millions per annum on shipment of projectors by introducing quick, risk free and economical logistics solution.

• Supervised service operation of Franchisees in the Northern Region of India• In-charge of the service team, coordinated the support to clients and handled the entire range of consumer products• Repairs at component level of CTV, VCR, Audio, Microwave Ovens, Washing Machines .