Vikas S. Email & Phone Number

Bengaluru, Karnataka, India

 Formulating Annual Operation Plan (AOP) for revenue forecasting and strategicplanning for the future growth Driving service operations as a “profit center” by achieving service revenue targets through service sales activities like sales of service contracts, spare parts, validation services, repairs and many more To ensure service quality as per industry standards. Various service metrics aremeasured and feedback given to the team for corrective measures. Responsible for implementation of complaint management software forservice department. To ensure warranty and contract cases are cleared within stipulated time frame To ensure direct and dealer engineers are trained on IKA products To coordinate with marketing team for service camps Revenue generation from Spare parts, and from AMC/CMC, Repair, Validationservices Better inventory and back log order management to reduce down time Conducting monthly service reviews with the team and take corrective action. Responsible for service audit To ensure service team outstanding payments is in control On time calibration of tools related to service team Preparation and execution of training calendar for conducting technical as well assoft skills training for the team Promotion of validation services for Pharma customers

Bangalore

• To centralized the complaint management system (Oracle based) which is spread across 11 branches in India• To handle All India toll free calls and monitor the branch performance on a monthly basis• To centralized the AMC, O&M management system so that we can send the AMC and O&M offers from Bangalore HO• To stabilize the contract renewal process (AMC and O&M) across all the 11 branches• To ensure that expiry quotation are send 60 days in advance• To ensure quote are being sent on time for warranty expiry cases• To monitor customer satisfaction survey results (CSSR) and enhance customer survey• Training of service engineers on new complaint and service order visits management systems• Monthly report on complaint handling to Deputy General Manager (DGM) so that corrective and preventive action can be taken• To implement Audit process for the service division. For that designing of various SOPs related to services• To prepare installed base for the service organization• To help service engineers install and use the mobile application for working on complaint and service order visits• Maintain the service quality KPI metrics for service team• To maintain the Oracle based service software by regularly providing necessary feedback to the IT team and clean up of dataMarketing Activities:• To manage all marketing activities across India like service camps, customer meets, history card, technical presentation etc• To develop marketing strategy for the company according to company goals like increase in O&M, AMC customers• To analyze leads of promotional activities to identify issues and opportunities• To build bonds with internal and external partners• To coordinate, plan and implement marketing promotion campaigns with sales activities for growth of current business• Regular tracking and analysis of branch market performance

Bengaluru Area, India

• Hardware installations: To ensure my team is submitting the revenue recognition file for both LW and BioM by month end• To ensure customer receive pre-requisite on time• To monitor the NPS (Net Promotor Score) / Customer Satisfaction Index (CSI) for India• To do a detailed analysis of Detractor and Passive customers with support from RSMs / Deputies and ensure that they are getting converted to Promotors.• To generate clinical customers report on monthly basis and share it with Clinical head for corrective measures• To manage Capex and PR requests from field service• Recalibration of service tools• Keep updating the team on TTOC (Talk To Our Customer) project in terms of user contact so that customer communication can be done• To submit Real Time Work Order and resolution time report to team on monthly basis• To send HOS (Hours on Site) / HT (Hours Travelled) report to Finance controller by month end• To generate clinical customers report on monthly basis and share it with Clinical head for corrective measures• To monitor the DIA (Diagnostic Tool) report for Team India• Analyze quality complaints under warranty to generate a report on repeated failures, major failures and recommend appropriate stock for warranty replacement to Head Field Service on local as well as imported products• Service bag maintenance• Upload of installation certificate in ServiceMax by team• Lab water QCC return reexport• Decommission of IPs in ServiceMax based on necessary approvals• Software upload of main boards of lab water systems and then the rerun on PCB on time• To ensure team in maintain record of all goods movement from MilliQ lab in Nerul, Navi Mumbai• SAP customer code creation by team for field requests• Worked with the BioReliance Team on filter validation

Bengaluru Area, India

• To submit Real Time Work Order and resolution time report to team on monthly basis• To send HOS (Hours on Site) / HT (Hours Travelled) report to Finance controller by month end• To generate clinical customers report on monthly basis and share it with Clinical head for corrective measures• To monitor the DIA (Diagnostic Tool) report for Team India• To monitor the SFDC opportunities pipeline for Field Service team and provide feedback to regions• To train service engineers on ServiceMax• To ensure quality of Installed base records are good enough for marketing activity• To monitor the NPS (Net Promotor Score) / Customer Satisfaction Index (CSI) for India• To monitor the missed PM visit details and share it with Head Field Service for corrective actions• Conducting ServiceTalk regularly for Field Service team regularly• Analyze quality complaints under warranty to generate a report on repeated failures, major failures and recommend appropriate stock for warranty replacement to Head Field Service on local as well as imported products

Bengaluru Area, India

Training the entire service team on new service tools that is being implemented in India. Successful implementation of ServiceMax, AMARIS (Advanced Maintenance Repair Instrument Services). To monitor the NPS (Net Promotor Score) / Customer Satisfaction Index (CSI) for India.Doing installation, service request closing at site.

Bengaluru Area, India

Providing resolution to customer issues over phone. ISO implementation in service department. Responsible for service delivery, spare parts management.

Bengaluru Area, India

Providing All India Support in terms of service request handling, installation, validations.Implementation of ISO 9001- 2000 in the service department.