Customer Support Manager
$959 / month
June 14, 1978

About Candidate

25+ years of rich experience in Service Operations/ Client Servicing starting career from Industrial Products, IT Hardware & accessories, banking equipment’s, Mobile, Consumer Appliances and Kitchen appliance industries.

Experience in managing a Service network across various states includes PAN India handling, Srilanka, Bangladesh.

An effective communicator with excellent relationship management and interpersonal skills.

Business Development / Revenue generation for the ASP and for the organization



Diploma In electrical and electronics engineering 1997
Christian Polytechnic

Completed 3 years full time course in Diploma in electrical and electronics enginnering

Work & Experience

Service Engineer with Mogra Cosmic Pvt. Ltd. January 10, 1997 - March 1, 2001
Mogra Cosmic Pvt. Ltd

The company manufactures Welding machines including REHM range of machines from REHM Welding Technologies, Germany. Role & Responsibilities: Handled installation/ maintenance of welding equipment at customer’s end. Also handled production of Welding equipment like MIG, MAG, and TIG in the first 6 months of joining the company. Handled sales of consumables to the tune of Rs 50,000 per month.

Customer Support Engineer with Lipi Data Systems Ltd. September 1, 2001 - September 25, 2002
Lipi Data Systems Ltd.

Handled installation/ servicing of printers in Calicut and handled the entire East Kerala region from Calicut to Mangalore. Key clients handled included LIC, Corporation Bank, Nedungudi Bank etc. Handled sales of Rs. 1 lakh per month for consumables. Significantly escalated AMC collection to Rs. 5 lakhs per quarter. Effectively managed all Branch Adminstration activities like expenses, facilities, correspondence etc.

Service Executive with TVS Electronics Ltd. January 3, 2003 - March 1, 2205
TVS Electronics Ltd.

Handling service operations for EDC terminals, Printers, UPS across the states of Goa & Maharashtra (with the exception of Mumbai). Managing a network of 14 authorized service providers (ASP’s) across these states. Effectively handling key accounts like ICICI Bank, Citibank, and Bank of Punjab. Escalated revenue from AMC collection from Rs. 28 Lakhs in 2002 to Rs. 30 Lakhs in 2003.

Area-in-charge with Epson India Pvt.Ltd. March 10, 2005 - July 11, 2006
EPSON India Pvt. Ltd.

Handling service operations for Printers across the state of UP. Billing of spares revenue to the ASP. Managing a network of 9 Epson Authorized service providers across these states. Managing customer queries, service operations, spares transactions thru SAP system

Branch Service In-charge
TVS Electronics Ltd

Handling Branch operations where 12 executive engineers are reporting to self, leading a team. Managing a network of 35 Authorized service providers (ASP’s) across ROM & GOA Product handled other than TVS Products (Printers) are Telecom (Sony/Motorola/Haier/Huawei/Zte), Banking (ICICI), IT (Lenovo), Supporting telecom operations Like Sony Erricson, Motorola, Haier, Huawei, Zte, Kinpo Leading the team of DELL Operations in the region. Managing customer queries / Technical, service operations, spares transactions thru ECRM. Conducting product / technical training to engineers. Identifying and appointing service centers as per Brand owner’s requirement. Buisness Development / Revenue generation towards extending the partner support towards C class cities and nearby areas. Revenue generation towards AMC for the product repairing like EDC terminals, extra revenue to the ESP also.

Area Service Manager July 10, 2008 - December 15, 2010
Samsung India Electronics Pvt. Ltd.

Managing IT & Peripherals service operations across Maharashtra and Goa Leading a team of Engineers and 13 extended service centers in some parts of the region. Managing, Auditing the Service centers on KPI (Key Performance Index), MSL spares dealer visit and support. Customer queries / Technical, service operations, spares transactions thru SAP Further Promoted for the All Products from IT to Mobiles, Consumer Electronics and Home Appliances. Service Support to dealer / Distributors, Defective clearance of them Control open calls and long-term pending calls Mobile DOA – responsible for Entire West Region Supervise ESC and Fsc Engineers Responsible for Customer issues & Escalation

Deputy Manager-Mobile Operations December 26, 2010 - July 1, 2012
Adonis Electronics Pvt. Ltd.

Business Partner management (Manufacturers) Vital inputs to the partners for strategic decision making and realignment on product and handling Level 1 to Level 4 technical issues Performance Management – Monitor ongoing business results, drive service quality, KPI Reviews Inventory Management - Optimization of stores utilization in Central Stores, Exploring Inventory Control & Defective return Keeping track of MSL in branches and Responsible for buffer stock at Central Warehouse Service centre approvals – Agreements, Renewals, Claims Revenue – Achieving revenue targets, analyzing on rejected claims by Partners & take corrective steps Defective clearance, DOA / RC units cannibalizing for making revenue Vendor Management, billing to vendors Distributor & Dealer visits – Controlling DOA / RC, Improve service levels Field failure rate analyzing & share the outputs to factory for failure control Service centre claim passing & encoding necessary debits on abnormal

Area Service Manager (Mumbai) July 1, 2012 - January 15, 2016
Whirlpool of India Ltd.

Service Coordination with Territory Service executive (TSE) under assigned territory in West region for Training and revenue Program Implementation of New Service Programs (Revenue+ Service Deliveries) at Service Partners End. Franchisee/Service Partner’s Visits. Organizing Training Programs to field manpower SEs at HO. Journey towards Best-in-Class Service Product Performance Feed Back Reports & handling Escalated Customers Warranty Controlling. Controlling Services Delivery Parameters as per Targets (Open Calls, Reminders, UCC, CSI, Claims Audit, Customer Machine Replacements, Unproductive Calls, Installation/Demo Repeats, Trade Survey etc…) Revenue Business Target oriented drive thru Secondary & Primary Billing of Accessories. Coordinating with West Territory executives on Revenue Program & Field engineer Incentive plan. Implementation of MONTHLY revenue Program for West engineers with Incentive. Quarterly awards and recognition for west engineers on revenue achievement. Identifying Gaps in revenue with the engineer, conducting training, reviewing to qualify engineer for the incentive program.

Branch Service Manager-(ROM & Goa) January 16, 2016 - June 30, 2016
Haier Appliances India Pvt. Ltd.

Handling entire service branch Operations with 2 ASI, 1 DSC, Stores, 12 Direct engineers, Backend team, accounts. Upcountry Ahmednagar, Kolhapur and Pune DSC operations. Handling Franchisee across ROM and Goa with DSC in some locations. Controlling Service Parameters and Revenue targets monthly. Driving DSC Revenue thru DSC engineers. Revenue generation through AMC, Extended warranty, Accessories sales. Service Support to dealer / Distributors, Defective clearance of them.

Branch Service Manager-(Videocon) (Pune)
Tekcare India Pvt. Ltd. (Videocon) (Pune)

 Handling branch Operations with 8 Area Service In charge, Stores /L4/MIS /Accounts team  Upcountry Solapur and Ahmednagar with BSM in Solapur. Products Videocon / Kelvinator / sansui /Kenstar service operations being handled. Coordinating with Videocon D2H for their operations tie up after LED Installation. Franchise operation 22 with 1 DSC operation in Pune city excluding Ahmednagar & solapur. Controlling Service Parameters and Revenue targets monthly. Service Support to dealer / Distributors, Defective clearance of them Actively promote our service business and relationships by conducting dealer visits Revenue generation through Spares, LED TV, LED TV Panel sales, back light, D2H stands.

Business Development-Mumbai May 10, 2017 - December 31, 2020
Hafele India Pvt. Ltd

Handling Spares Operation for India, Srilanka & Bangladesh. Vendor management for Spares ordering from Concern Product vendors from China & Europe. New Product Line data creation like Manual, Exploded view and Spare article creation as Per Indian requirements. Coordination with Srilanka and Bangladesh Service team for the spares requirement and ordering the same. MSL Planning for India and movement of stocks accordingly to regional warehouses. Timely spares reconciliation at the warehouses for smooth operations. PAN India daily coordination on spares requirement for closure of customer complaints. Regular system integration and related changes for digitalization on spares support.

Self Employed-Pune January 1, 2021 - April 11, 2024
Bala’s sales and Service

Supported as extended Service Partner for TVS Electronics Ltd. And Qdigi Services Ltd. Service support for North Bangalore Amazon Consumer appliances sold ONLINE & similar for the ONE plus LED TV, Karcher Products, SBD Products via Qdigi. Warranty Support, out of warranty spares and consumables sales. Revenue income generated from the Out of warranty spare sales for KORYO Products, LED TV bracket sale during installation, back light repair on LED TV’s, Filter for Karcher and SBD Products

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