Area Service Manager at Haier Appliances India Pvt Ltd (2023-02 – 2025-10)
Home Appliances & Consumer Electronics
- Oversaw 8–9 authorised service partners; 350–400 daily field calls at peak with zero backlog; managed complaint lifecycle — defectives, replacements, spare parts, sign-offs from distributors & key dealers monthly.
- Managed consumer escalations to legal stage — resolved all cases through out-of-court settlement by presenting complete service documentation; no case proceeded to formal hearing.
- Responded to all senior management escalations; reviewed high-aging cases with each service partner — identified root causes (parts unavailability, blocked billing limits, logistics delays); coordinated with Product Head for replacement approvals.
- Managed Value Plus key account — coordinated directly with Head Office on escalations, defective stock and service SLAs across 3–4 territory outlets; monthly service partner payments & incentives; pre-season technician training (AC/WM/LED); accessories revenue: installation materials, consumables & fittings.
- Awarded Best ASM Pan India (2nd recognition) for consistent operational excellence in a focused quality territory.
Deputy Manager – Service at Havells India Ltd (formerly Lloyd Electric) (2014-08 – 2022-07)
8-Year Tenure
- Started as CE Service Manager: 9 authorised service partners + 1 direct service centre across 9 districts; post-acquisition absorbed full appliances division — network grew to 20 service partners with 800+ daily calls at peak season.
- Assessed service partner readiness before approving new partner openings — evaluated team structure across Installation, First Call, Repair & Maintenance, and Workshop functions.
- Sustained zero seasonal backlog for 8 consecutive years — every pending field call tracked daily with documented reason and closed within SLA without exception.
- Peak season capacity planning across 9 districts; proactively onboarded new service partners before season start; maintained contingency manpower for mid-season failures.
- Served as the division's sole legal representative for consumer court and product damage cases across 8 years — attended all hearings with HOD and RM; never lost a single case; zero personal injury incidents.
- Managed Digital World regional chain (9–10 counters) and 15–18 exclusive branded showrooms — priority service, defective stock coordination and escalation handling.
- Monthly service partner payments, incentives & sign-offs across 20 locations; pre-season technician training (AC/Coolers — Summer; Appliances/Geysers — Winter).
- Consistently recognised as a top-performing ASM throughout Lloyd tenure, commended by Operations Head and HOD for sustained performance.
Area Service Manager – Modern Trade at Panasonic India Pvt Ltd (2013-01 – 2014-08)
Modern Trade Division
- Dedicated key account after-sales coordinator for Delhi — managed service delivery across national retail chain partners (50+ counters combined); coordinated across all 4 national zones to ensure priority SLAs.
- Managed accounts with significantly longer defective return windows than standard dealers — higher financial exposure, complex billing verification and stricter SLA expectations.
- Full defective stock management: repair-and-return, Credit Note processing, liquidation through local service network, cosmetic refurbishment to minimise write-off losses.
- Handled product liability cases including fire/burn damage claims — site investigations, technical reports, legal coordination; zero personal injury incidents.
DSC Manager at Videocon Consumer Durables (2012-01 – 2012-12)
- Managed 1 Direct Service Centre with 25+ company engineers and 2 Authorised Service Centers with their own dedicated engineering teams.
Career Break at Career Break (2011-01 – 2011-12)
Family caregiving during parent's health crisis
Program Executive at Hewlett Packard (2005-01 – 2010-12)
B2B brand advocacy
Team Leader at Eureka Forbes Ltd (2003-01 – 2004-12)
- Managed AMC contracts and preventive maintenance for water purifier/RO systems, including government accounts (Income Tax Department); drove AMC acquisition and unit upgrades.
