Gowrishankar K
AREA SERVICE MANAGER | SERVICE OPERATIONS | AFTER-SALES
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About
Service Operations professional with 12 years of experience across after-sales service, service-centre operations, multi-location management and consumer electronics. Experienced in managing 20+ service centres, COCO/ASC operations, service teams, KPI/SLA/TAT performance, customer escalations, claims and warranty processes, inventory and spare-parts control, manpower planning, service training, service-partner coordination and management reporting. Strong exposure to consumer and home-appliance brands through area-level service operations.
Experience
OPERATIONS MANAGER – SERVICE - Run Service Infocare - Tamil Nadu
(2025-01 - 2026-12)
- Managed Tamil Nadu-wide OnePlus and Nu Star service operations while continuing oversight of the COCO service centre handling TCL operations.
- Managed operations across 25+ service centres, coordinating service performance, escalations, KPI/SLA adherence and operational targets.
- Directly managed a 22-member COCO team comprising 20 Technicians, 1 Store In-charge and 1 CCO.
- Monitored daily technician productivity and service-centre performance; conducted monthly reviews based on TAT, EW performance and CSAT and assigned performance-based appraisals.
- Handled manpower planning for local and upcountry locations based on workload and operational requirements.
- Prepared management reports covering service-centre performance, revenue and stock/inventory status; managed engineer payments and P&L;/operational financial tracking.
- Managed OnePlus and Nu Star claim processes, including submission, follow-up and closure coordination, and audited internal travel claims and employee expenses.
- Coordinated the Surefix TV repair project with service centres and repair partners, including repair follow-up and payment coordination.
- Handled 1,500+ monthly installations and service requests across multi-location operations.
CENTRE MANAGER - Run Service Infocare - Tamil Nadu
(2024-01 - 2025-12)
- Managed MI and OnePlus COCO service-centre operations with direct responsibility for a 22-member team: 20 Technicians, 1 Store In-charge and 1 CCO.
- Consistently achieved brand-defined KPIs and monitored service-centre performance against quarterly brand requirements.
- Managed 500+ monthly service requests and monitored technician productivity and operational performance.
- Handled end-to-end customer and service escalations and coordinated timely resolution.
- Managed stock monitoring and audits, including defective spare-part returns and follow-up.
- Handled engineer payments, travel expenses, centre revenue monitoring and P&L-related; operational tracking.
- Conducted process training, productivity-improvement coaching and regular team meetings.
- Managed the complete OnePlus warranty claim process, including submission, audit, rejection follow-up and closure.
AREA SERVICE MANAGER - Velo Services Pvt Ltd - Tamil Nadu and Pondicherry
(2021-01 - 2024-12)
- Managed service operations across 20+ service centres across Tamil Nadu and Pondicherry for 5+ consumer brands including Wimplast, Cello, Inalsa, Midea and Onsite Go.
- Managed 800+ monthly service requests and monitored operational performance across assigned service centres.
- Achieved brand-defined KPIs and consistently monitored service-centre performance against brand requirements.
- Directly managed 2 technicians and coordinated a network of 30 freelance service technicians.
- Handled monthly claim processes, audited claim rejections and coordinated with Brand Managers for resolution.
- Managed ASC inventory monitoring and control, including weekly inventory and defective-return reporting; conducted spare-parts inventory audits.
- Shared daily TAT and open-call reports with ASCs and conducted weekly reviews of closed-call documentation and claim/transport processes.
- Prepared and monitored MSL (Material Stock List) for seasonal Wimplast air-cooler operations and coordinated material availability.
- Coordinated service-call allocation and payment processing for 30 freelance technicians and handled end-to-end customer/service escalations.
TRAINER – MOBILE HARDWARE - O and G Skills India Pvt Ltd
(2020-01 - 2021-12)
- Handled 5 batches comprising approximately 150 students under the DDU-GKY skill development program.
- Delivered practical mobile hardware servicing and repair training, managed attendance and batch activities, and provided placement support.
MOBILE SERVICE ENGINEER - Shyam Electronics Pvt Ltd – Samsung
(2017-01 - 2020-12)
- Performed Senior Technician responsibilities in Samsung mobile service operations, including Prime Customer cases and escalations.
- Handled store management and inventory/stock operations; performed Floor Manager responsibilities while coordinating 2 technicians.
- Earned the Samsung Master Certificate in recognition of technical expertise and service performance.
TECHNICAL ENGINEER – L4 REPAIRS - Accord Technocare Pvt Ltd – Intex
(2014-01 - 2016-12)
- Performed L4 PCB repair activities including reballing and teardown processes for Intex products.
- Managed and guided 4 junior technicians and achieved approximately 70% repair performance on faulty PCB cases.
Education
Diploma - Electrical Engineering - Murugappa Polytechnic College (2013)
SSLC - Tamil Nadu State Board (2010)
