Kaushikkumar Dalwadi

Dy Manager

After Sales And Service

• Attend customer calls and direct to site engineers, engineer work schedule daily and weekly basis. 
• Preparation of detailed schedule at site for the installation and commissioning. 
• Collection and submission of service & work completion report. 
• Developing and maintaining Competency matrix for his employees and working on their developmental plan.
• Techno-commercial discussion with customers, prepares & submit offer to client, negotiate, finalize and dispatch spares and AMC order. Achieve customer service department objectives.
• Liaise with customers and internal departments to ensure a high level of effective communication is maintained throughout the project lifecycle and a smooth running of project to target dates.
• Improve the quality and cost effectiveness of installations and products
• Customer complaint (CCRP), Erection and commissioning issues, spare sales and AMC business analysis, review report and action plan monthly basis.
• Prepare monthly spare sales report and take corrective actions in case of any deviations.
• Strong focus on customer complaints handling, reliability warranty analysis, reduce field failures & Vendor Improvement improve product quality.
• Research, identify, develop and recommend corrective measures to address technical issues identified in the field or in-house. Correcting and preventing action against field report review RCA by 5 why analysis.
• Develop Service execution strategy aligning with business strategy and drive those strategic actions to exceed business results. Key performance indicators are Customer Satisfaction - Response/Resolution time, 
• Visit to customer’s site with service & sales team for inspection of equipment, identify the improvement /modification required area, collect information from customer, discussed with customer to adopt recommended solution. 
• Service Profitable Revenue Growth, Service Team Utilization, Planned Maintenance Execution.
• To build customer loyalty and retention through delivering innovative, customer focused and positioning value added service solutions basis customer needs. 
• Insure service & work completion report acknowledgment duly certified by the client. 
• Review customer Purchase Orders and Contracts, working with customers and internal commercial, technical and manufacturing departments to resolve specification issues or risk. 
• Evolution of service, recruitments, Competence of engineers, technical training.

  Maintaining records, ISO improvements, MIS improvements, SAP documents and Sales force. 

• Create and manage project plans with key milestones, resources requirement, risks and opportunities identified.
• Identify opportunities for continuous improvement to the project delivery process. 
• Recruit Develop, Motivate and Manage teams of Regional Service Engineers team to direct and fulfill Service execution activities with customer centric mind-set. 
• Develop competencies of teams’ basis development need and ensuring Employee Engagement to deliver sustainable superior performance.
• Managing Daily Improvement tools, lean thinking and problem solving tools to improve current systems and processes required to achieve operational efficiency and control and to deliver a best in class Customer Service experience
• Build on the ISO accreditation as a platform for driving business process standardization across the businesses leading to back office synergies and leverage opportunities.

  Overall erection, commissioning & handover site to end user. 

• Coordinate for reports on product improvement requested by client improve the quality and cost effectiveness of installations and products.
• Support the warranty process, inspection report reviews, recommendations, and solution definitions. 
• Develop and implement effective processes, systems, procedures and training programmers.

EDUCATION:

• Diploma in Mechanical Engineering, Year 2002, (Govt. Polytechnic Ahmedabad) 1998-2002
• BBA from Dr. Babasaheb Ambedkar Open University, Year 2013. 2010-2013