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Akhilesh Srivastava
Service Manager
Summary
A dedicated Service Manager with over 12 years of experience in Heavy Machinery and appliance services, aiming to leverage extensive expertise in after-sale service, network management, and operational excellence to contribute to the success of a dynamic organization. Passionate about driving customer satisfaction through efficient service delivery, resolving complex technical issues, and leading teams to achieve exceptional service levels, I am eager to bring my skills to a company that values innovation and quality in consumer services.
Overview
13
13
years of professional experience
1
1
Certification
2
2
Languages
Work History
Assistant Service Manager
Service Master Clean India Ltd
06.2018 - Current
- Developing new strategies and documentation for professional services team
- Leading a skilled team of 20 on roll & 15 Third party team across service monitoring, TAT adherence and KPI achievement for PAN India
- Directing the management of a Service Network across PAN India; driving network expansion as per plan Managing and ensuring defective repair within TAT; supervising post service activities like post service feedback from internal and external customers, following up with the customers and managing customer complaints
- Conceptualizing & developing training & development initiatives for improved performance & productivity Enhancing customer satisfaction matrices through on-time delivery of spare parts & monitoring customer complaints
- Periodic audit/inspection of site and ensuring maintenance of equipment as per SLA
- Ensuring upkeep of records and logbooks in professional manner
- Points Monitored and ensured OEMs give after-sales service as per agreed guidelines within SLA Leading team for asset tagging campaign using inhouse CRM software for tracking machines and minimize machine down time
- Responsible to source, negotiate and procure Opex ,Spares & services from vendors
- Oversaw supply chain of spare parts to prevent delays in service Manage the relationship with all existing and new third-party suppliers with responsibility for a Purchase order/ Contract, term, pricing relationship development and cross-functional product and accounting compliance Undertaking cases for procurement, repairs, upgradation and development of equipment / items
- Maintain inventories likes spares/consumables/accessories in stock based on requirement in past
- Vendor escalation matrix for all critical equipment Taking care of Machines inventories at warehouses Ensure to submit vendors Bill on time and timely payment of them
- Maintain MIS.
Assistant Sales & Service Manager
Ken-Fixit
06.2017 - 05.2018
- Drive customer service priorities Ensure compliance to policy and processes by the Installation technicians, meeting customer's SLAs in Delhi/NCR and Uttar Pradesh
- Manage the team responsible for installing, servicing and repairing of commercial kitchen equipment, guiding them on correct installation processes Analysis of service reports to make decision to establish status of job
- Preparation of monthly Report for spares Sales, Warranty, and Service
- Customers visits and necessary trainings to their maintenance personnel for proper use of machine Warranty - Preparation, Processing and submission of warranty claims with proper supporting documentations Coverage of branch territory through direct technicians and ASP network
- Administered dealer defective management; spearheaded network planning for touch points location
- Managed profit & loss and simulating special per call rates for Service Partners
- Shouldered the responsibility of ASP as well as inhouse manpower appointment & training; maintained service ratio
- Implemented service systems as per SOP across channel partners properly and effectively Ensure spares availability at branch based on consumption
- Escalating issues to General Service Manager, if not resolved at Area level Responsible for training on CRM and Ensure Equipment is Registered in CRM Ensure customer calls are addressed on the same day (Same Call Completion Ratio Monitor Open Calls
- Should monitor call wise status
- Analyze customer feedback forms & highlight areas of improvement and suggest interventions/initiatives Ensure Revenue Targets are met through AMC and Spare Parts
- Co-ordination with ASP and visit them at the stipulated frequency for smooth service, Service Delivery Support and review Delivery Parameters and audit
Assistant Manager - Service Delivery
Godrej & Boyce Mfg. Co. Ltd
01.2016 - 05.2017
- Visiting the ASPS (Authorize Service Partners) for generating Service business & evaluating Technical jobs which are repairs, refurbishing etc
- Handling the service delivery at the branch including installations & Warranty/AMC service and achieving Service Delivery Parameters like TAT,CSN, Status Calls, Repeat calls etc Supporting the customers through courtesy visits and necessary trainings to their maintenance personnel to proper and safe operation of the machine and minimize operating cost
- Co-ordination with call center for service delivery support & review delivery parameters
- Coverage of branch territory through ASP network Mentoring Dealers, Training customers & operators
- Ensure spares availability at branch based on consumption Developing and expanding the present ASP Network for Home UPS, compressors, spare parts, accessories of appliances and other new products to be launched through Service Coordinate with HO for spares requirement
- Taking care of customer retention and AMC business in the area
- Ensure timely reconciliation and clearing defective products of channel partners
Senior Service Engineer
Diversey India Pvt Ltd
08.2013 - 07.2015
- Looking after sales service operation through service franchisee,distributor & technicians network of Delhi NCR, Uttar Pradesh and Uttarakhand in Northern India for floor care machines
- Analysis of service reports to make decision to establish status of job Preparation of monthly Report for spares Sales, Warranty, and Service Supporting the customers through courtesy visits and necessary trainings to their maintenance personnel to proper and safe operation of the machine and minimize operating cost
- Warranty - Preparation, Processing and submission of warranty claims with proper supporting documentations' to get maximum credit for warranty parts and service
- Franchisee and Distributors Business growth & Profitability: Visit allocated Franchisee and Distributors at the stipulated frequency Support Franchisee and Distributors to resolve difficult customer complaints & provide trouble shooting guide to service team Critical fault finding and Imparting technical training to Franchisee/distributors/technicians on repairs and maintenance Monitoring quality of the product & giving failure feedback to product development team with route causes analysis Review the status of pending customer complaints received and ensure closure as soon as possible using CRM
- Monitoring spare parts inventory level at franchisee & distributor stock Responding immediately to machinery breakdowns
- Take active care and further develop professional relationship with customers and be as a solution provider
- Obtain feedback from customers at regular interval and use the same for improving adherence to service standard through franchisee and Distributors.Provide feedback to HO for any revision of service standards Action plan for service CSI
- Plan & Conduct Service camps & customer meets as per market requirement
- Training the Franchisee/Distributor personnel and technicians on the repair procedures and on how to interact with the customer
- Preparing and submitting applicable field service documentation in a Complete, accurate and timely manner as directed
- This includes but is not limited to, field service reports, expense reports and service checklists
- Responsible for Warranty and AMC in the territory
- Preparing relevant reports and documents
Service Maintenance Engineer
Janaksons International
06.2011 - 07.2013
- Proficient in implementing maintenance schedules and carrying out periodic checks of machineries and instruments to increase machine utilization and maintaining requisite documents for the same
- Assists with the scheduling and coordinating of maintenance and repairs of equipment
- Administers documentation for plant operations & maintenance
- Initiates corrective action maintenance to meet operational commitments; keep management informed of status & issues
- Ensures maintenance of spare parts inventories
- Respond to the tenants calls in Delhi-NCR and Madhya Pradesh region
- Coordinated with manager and managed warranty claims
- Handling AMC for the machines
- Choosing qualified vendors looking at their product via their competitors but also their track record in the field and their financial history
- Negotiation with vendors for prices that allow a company's costs to remain low while still getting a quality product
- Track of the stock level of all products in-house and keep meticulous records to track what is being delivered and confirm it satisfies the company's order
Education
H.S.C -
UP Board
S.S.S -
UP Board
B.Tech. in Mechanical Engineering -
Uttar Pradesh Technical University
Skills
Certification
Certified Lean Six Sigma Green Belt from ISEL Global.
Software
Timeline
Assistant Service Manager
Service Master Clean India Ltd
06.2018 - Current
Assistant Sales & Service Manager
Ken-Fixit
06.2017 - 05.2018
Assistant Manager - Service Delivery
Godrej & Boyce Mfg. Co. Ltd
01.2016 - 05.2017
Senior Service Engineer
Diversey India Pvt Ltd
08.2013 - 07.2015
Service Maintenance Engineer
Janaksons International
06.2011 - 07.2013
H.S.C -
UP Board
S.S.S -
UP Board
B.Tech. in Mechanical Engineering -
Uttar Pradesh Technical University