Ashish Dahiya

Results-driven After-Sales & Service Operations professional with over 15 years of experience across leading organizations including Intex, Videocon, Nippon, Onsitego, Geonix and Cellecor. B.Tech in Electronics & Communication with an MBA / PGDBA in Operations Management. Proven expertise in CRM implementation, SLA/TAT management, team leadership, warehouse management and PAN-India service operations across Consumer Durables, Home Appliances, Automobiles and Computer IT Peripherals.

Senior Service Manager - Cellecor Gadgets Pvt. Ltd. - Delhi NCR, India

(2025-12 - 2026-07)

• Implemented preliminary triage before technician dispatch by verifying model, serial numbers and error codes to support first-time-fix performance and correct spare-part selection.
• Established continuous training for Area/Branch Managers and real-time escalation support for engineers and sales teams.
• Drafted and distributed technical product bulletins and structured troubleshooting guidelines across sales and service channels for new launches.
• Created an L2 support / consultation channel connecting field technicians with senior bench engineers for complex diagnostic issues.
• Managed Root Cause Analysis for jobs reopening within 30 days and monitored spare-part utilization to minimize leakage and optimize warranty expenses.

Senior Service Manager - Geonix International Pvt. Ltd. - Delhi NCR, India

(2023-09 - 2025-10)

• Formed and managed large-scale PAN-India service operations, handling over 1,100 daily service calls.
• Improved SLA performance from 30% to 90% and TAT compliance from 30% to 88%.
• Expanded active service centers from 15 to 100+, strengthened partner governance and reduced escalations to <1%.
• Conducted operational audits, reviews and KPI tracking across labor utilization, revenue and warranty management.

Regional Service Manager - Onsitego India Pvt. Ltd. - Delhi NCR, India

(2022-10 - 2023-09)

• Coordinated regional service operations to ensure strict adherence to defined SLAs across CDIT, HA and SHA product categories.
• Managed defective returns, service-partner payment settlements, network expansion and regular service-partner reviews.
• Led end-to-end operational alignment across procurement, sales, marketing and customer-care divisions.

National Workshop Manager - Nippon Audiotronix Ltd. - Noida, Uttar Pradesh

(2018-03 - 2022-09)

• Managed field operations, workforce planning, technician deployment and workshop capacity utilization PAN India.
• Optimized daily and weekly service-call scheduling based on real-time technician availability and workload demand.
• Analyzed local competitive service dynamics and customer requirements to maintain high SLA compliance.

Area Service Manager - Videocon Industries Ltd. - Delhi NCR, India

(2017-02 - 2018-03)

• Provided strategic oversight for service infrastructure, acting as the primary liaison between clients and internal service teams.
• Monitored team KPIs against operational benchmarks and led targeted technical training programs to boost efficiency.

Assistant Manager – Service - Intex Technologies (India) Ltd. - Delhi NCR, India

(2010-07 - 2016-12)

• Partnered with regional sales and service teams to resolve customer complaints swiftly and align service delivery with commercial goals.
• Managed regional service department budgets, ensuring strict financial discipline and resource optimization.

MBA / PGDBA - Operations Management (2010 - 2012)

B.Tech - Electronics & Communication Engineering (2006 - 2010)