Amit Sharma

• Managing Service operations & Service Support functions at All India Level and directly reporting to Domestic divisional head
• Service excellence of all the product segment of Eastman i.e
• Inverter, E-rickshaw, Solar batteries, H-UPS, Solar product and Li-batteries Pan India
• Handling overall strength of 354 on roll Service team and 3500 outsourced service partners for Inverter batteries/Solar Batteries /Solar systems/H-UPS/Li batteries and Lead acid ER-Batteries
• Developing policies in operating systems, enhancing performance of team members, and developing training programs Steering diverse responsibilities including strategy planning & execution, new initiatives & operations; providing strategic direction & identifying initiatives that allow a business to meet goals
• Review of major customer complaints and making action plan for resolving the same and maintain customer satisfaction Coordinated activities of staff, including scheduling, training, monitoring performance, and providing feedback
• Developed and implemented operational strategies to maximize efficiency of services in accordance with company objectives
• Established service standards and monitored quality assurance programs to ensure customer satisfaction
• Ensured compliance with applicable laws, regulations and policies related to services provided
• Managed the budgeting process for services operations, ensuring cost-effectiveness and adherence to budgetary guidelines
• Negotiated contracts with vendors for provision of services or materials required by the organization
• Resolved customer complaints regarding services rendered in a timely manner
• Maintained relationships with key customers and clients to ensure continued business opportunities
• Implemented continuous improvement initiatives across all areas of service delivery processes
• Conducted periodic reviews of organizational procedures related to services offered, recommended changes as necessary
• Provided leadership and guidance on policy formulation within the service department
• Monitored employee performance against established goals; provided coaching, counseling and feedback when needed
• Recruited, interviewed and hired qualified staff for open positions.

Special Assignments & Achievements in eastman

· Implemented Warranty management system (Software) to handle entire service operations.

· The expansion of the service network through the appointment of 3,500 service partners represents a significant achievement in scaling up operations. This strategic move not only enhances service coverage and accessibility but also strengthens the foundation for future growth. By onboarding a vast network of ASPs and SSPs, the organization is well-positioned to meet increasing customer demands and maintain high service quality standards.

· Improved service quality and availability for Eastman products, enhancing customer satisfaction and loyalty.

· Established hassle free SSP model of service network to handle the service operations for the product of ER batteries.

· Executed strategic initiatives to boost operational efficiency and optimize partner management.

· Cultivated strong partnerships, enabling efficient coordination and effective resolution of service-related issues.

· Contributed to Eastman's market expansion in India with dedicated service support and network development efforts.

• Manage the service activities at regional level (areas like MP MAHARASHTRA, HARYANA, UP West, DELHI & NCR.) Involved in the quality control with the factory through cut-open analysis feedback report conducted at various service center locations & make some corrective measurements Manage the manpower Planning/Recruitments/Training Handling team of subordinates Responsible for timely rendering of the service to customer with coordination of service subordinates Prospecting customers by having tie-ups with different dealerships, cold calls and through the customer database Planning and monitoring dealer stock through primary & secondary sale Expertise in tapping prospects, analyzing their requirements, rendering technical guidance to the clients, and negotiating (commercially) for the orders Adept in managing the entire trading activities encompassing business development, sourcing, procurement, quality & order processing.

• Drove revenue growth through the sale of spares and Annual Maintenance Contracts (AMCs) Managed field service operations for Home-UPS and Inverter Batteries Ensured a Turnaround Time (TAT) of 24 hours from the logging of a complaint to its resolution for Home-UPS and Inverter batteries Self-motivated to execute the company's strategic action plans for achieving growth-oriented results Addressed and resolved major complaints related to inverters and battery banks.

• Repairing of X-ray, OPG & Ultrasound Machines Collecting revenue from AMC and out warranty claims Providing PMS on Time to Major Hospitals, Like AIIMS.

• Testing of All function of Monitors & TV and physical inspection Testing of Barcode Serial No And packing material.