Handling a team of ambassadors for immunoassay analysers installed in Blood Centres all over India.Responsible for existing accounts Sales. Consequently, Achieved more than 100% against stretched plan numbers for the last 3 years. Responsible for improving the Customer Experience PAN India. Improved the tNPS score from 60 to 90 + in the last 3 years.Developed a strategy to improve customer experience and focussed on personal touch with an emphasis on Business Reviews, Troubleshooting Training, and Remote Diagnostics and Support.Focused on Active Sense technologies / Always on Services / Predictive Alerts / Disciplined processes / Resourceful Advocates / Smart call centre approach resulting in 56% reduction in down events and up to 70% faster service resolution. Responsible for Commercial / Operational / Engineering and Compliance KPI’s

Handled a team of 15 Service Engineers across North India.ACHIEVEMENTSImproved Efficiency: Worked with the same work force for the last 5 years although the installation base has doubled.People Growth: In the last 5 years have ensured that at least one person is absorbed directly in the organization every year. Work Life Balance: Improved work life balance of the team without compromising on the culture of the organization.CORE RESPONSIBILITIESTeam Management / Customer Support / Maintenance / OperationsResponsible for installation and troubleshooting of biochemistry and immunoassay analyzers. Planning and effecting preventive & periodic maintenance of biochemistry and immunoassay analyzers to increase machine up time and equipment reliability.Interacting with customers for solving their technical problems relating to biochemistry and immunoassay analyzers. Preparing and executing the Annual Maintenance Contract for ensuring maximum client satisfaction.Conducting on-Site training to the Operators and in house and on site service training to the Field Service Engineers (FSE). Responsible for Spare Parts Inventory and achievement of AMC and Spare Parts budget.Responsible for keeping inventory of consumables within the company and along with the Distributors. Responsible for keeping Track of Spares issued to FSE’s for troubleshooting purposes.Responsible for FSE’s to submit their Service and Monthly reports on time.Responsible for lodging complaints on E-Mail and escalating the case in case the problem is not solved.Responsible for managing the Product (Instruments, kits & consumables) related issues & technical support calls over telephone & e-mail.

• Increased the Service Revenue from from 110 lacs to 150 lacs and from 150 lacs to 210 lacs and from 210 to 280 lacs by selling more A.M.C’s and spare parts for the year 2010, 2011 and 2012 which comes to around 40% growth every year.• Awarded the best region in RPS for the year 2008• Awarded the bronze prize in RPS for individual performance in the year 2007• Helped in starting the call centre facility (RPS Online) at Chennai.• Internal Auditor and involved as core team member in getting the ISO Certification for service which is expected by December 2011. • Developed team members on our range of systems to make them independently handle systems.

Increased the Sales Revenue by Avg. 30% year on year by pushing new and special parameters at key accounts.Single handedly took care of key account issues related to sales, service and application.