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