Vasudevan Govindan

With overall 25 years of experience in managing and delivering services, combined with my strong leadership and problem-solving abilities, I am confident in my ability to drive operational excellence and ensure the highest levels of customer satisfaction.

In my previous role as a Service Delivery Manager, I was responsible for overseeing the end-to-end delivery of automation services to our clients. I collaborated closely with cross-functional teams, including team management, technical support, and customer service, to ensure that services were delivered on time, within budget, and in alignment with client expectations. I also developed and implemented service improvement initiatives, reducing operational costs and enhancing service quality.

Service Delivery Manager

Access Computer Data Corp (August 2021 – Till date) Chennai. (HP Channel partner)

 Providing the Technical support to all the dealers & Engineers across the Tamil nadu.

 Providing the end level support for the Escalated calls.

 Providing the Remote support for the application based issues.

 Conducting the Team meetings about improvements & operational objectives.

 Maintaining accurate records of all service with entire database.

 Coordination with other departments to ensure seamless delivery of services.

 Conducting performance reviews and providing the constructive feedback.

 Developing the strategies for improving engineer’s efficiency.

 Conducting regular training sessions for engineers on new products.

 Maintaining accurate records of past due customer’s account activity.

 Investigating & resolving customer inquiries & complaints in an empathetic manner.

 Revenue report generation.

 Interacting with customers by visiting them to enhance the relationship.

 Providing technical support by visiting along with the engineer for escalated calls.

Senior Support Engineer Jumbo Electronics (2016-2020) Dubai U.A.E

 Provided technical support for engineers & customers.

 Managed to handle around 10 engineers.

 Performed root cause analysis on recurring problems encountered by the engineers.

 Assisted in planning and executing implementation of larger unit installations.

 Gained experience with Managed print solutions under corporate level sectors.

 Created Case ID by communicating with manufactures for Escalation level issues.

 Maintained to provide immediate support for the multiple SLA’s.

 Provided accurate, specific & timely performing feedback for CSR’s.

 Met all customer guidelines including service levels, handle time & productivity.

 Followed on all inter departmental escalations to increase customer retention rates.

Team Leader (2009-2016)

Field service engineer (2007 – 2009) National Trading Centre

Dubai, U.A.E

 Handled a team of about 8 engineers.

 Technical guidance & support for the team members.

 Provided on- field support towards a critical & complicated calls.

 Facilitated inter-departmental communication to achieve the productivity.

 Successfully distributed work evenly among teams to achieve maximum output.

 Maintained to achieve a good relation with service & sales to get more new leads.

Field Service Engineer

Access Computer Data Corp (2004-2007)

Chennai

 Installation & troubleshooting of Canon Digital & Analog photocopiers.

 Installation & troubleshooting of Canon DR scanners, Fax & Inkjet Printers.

 Network Setup & Connectivity with Digital photocopiers, Multifunction & printers.

 Performed routine activity for the preventive maintenance.

Field Service engineer

Copier Care Centre, Madurai (2000-2004)

 Installation & troubleshooting of multi range Canon Analog photocopiers

 Maintained routine activity for the preventive maintenance

Diploma in Electrical & Electronics Engineering (1996-1999)

82% with distinction