Customer Service Manager with more than 25 years
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A competent professional with nearly 25 plus years of experience in Service, Maintenance, Training and Customer Service Operations.
Expertise in overseeing service operations for Life Sciences- Flowcytometer & Diagnostics products. In-depth knowledge of working and dynamics of products with demonstrated abilities in optimizing product performance and efficiencies. Adept at managing field & service franchise person to optimize response & down time of instruments and achieving revenue targets.
Exhibits a strong and firm approach to sustaining and encouraging safe work environments, and a demonstrated ability to streamline operations. Applies continuous improvement principles to increase process and maintenance efficiency, and company profits. Proven track record in implementing cost saving measures to achieve substantial reduction in terms of raw materials, manpower and machine utilizations.
An effective multi-cultural communicator with strong analytical, problem solving & organizational abilities.
Strong relationship management, analytical and communication skills.
Ø Managing service operations with focus on implementing policies & procedures, and streamlining systems.
Ø Focusing on generation of revenue through sales of Services and Parts; governing inventory of Spares to enhance storage conditions, reduce expenses and wastage.
Ø Communicating product feedback from the field to principals with focus on improving product performance, quality of service and reducing cost of service to both the company & customers.
Ø Working actively with Global PTS on ESCALATION levels and ensuring speedy resolution of issues, if critical
Ø Service Metrics - monitoring of parameters like Response time, down time, PM on time and ensuring continuous monitoring to achieve customer satisfaction.
Ø Conducting training programs at customer end to enhance operational efficiencies of workforce, focusing on technical aspects of the product.
Ø Reviewing customer wise targets for service parameters.
Ø Efficient paper less and on paper reporting.
Industry Integrated Diploma in Electronics Engineering ( 4 years) from Board of Technical education, Maharashtra
