Anand Jha
ZONAL SERVICE MANAGER
Summary
Experienced professional in technical, pre-sales, and post-sales customer support with a strong track record. Over 10 years of experience supporting more than 3,500 machine owners, specializing in Metal and Non-Metal Laser Cutting Machines. Proficient in interfacing with facility management and IT, showcasing exceptional multitasking abilities and project management skills. Known for technical expertise and a focus on efficiency, while effectively serving as a customer liaison.
Overview
10
10
years of professional experience
Work History
Zonal Service Manager
Sahajanand Laser Technology Limited
12.2023 - 10.2024
- Led the North India Service team and managed service-related activities for over 10 regions, ensuring seamless operation and customer satisfaction
- Directed installations and service calls across North India, and provided support and planning for international customers to enhance business outcomes
- Educated and guided the North Service team, conducted regular visits for customer meetings, and ensured excellence in customer relationship management
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
Assistant Manager
Sahajanand Laser Technology Limited
04.2022 - 11.2023
- Entire Punjab Service team will be reporting to me
- Apart from Delhi installation and service calls, I have to take care of all kinds of service related activities, support and planning of Punjab region engineers and customers for better business from Punjab
- International client's installation and service support as and when required
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Service Engineer
Sahajanand Laser Technology Limited
10.2017 - 03.2022
- Manages Carry out Machine Installation, Preventive Maintenance, troubleshooting, repair and service of Fiber Laser Cutting & Welding machine
- Experience of working with Beckhoff, Siemens, Cypcut and Symtron Controllers and also handled Fiber Laser Welding Machine up to 12kw
- Perform my roles, responsibilities and duty as Service Engineer
- Provided technical interface between customer and company
- Contributed to company growth by generating new business leads through positive word-of-mouth referrals from satisfied clients.
- Making sure that all necessary spare items are available
- Assist sales team with machine demo, customer feedback and Lead generating
- Generating Service revenue by AMC, extended warranty and Spare parts
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Increased client retention, delivering exceptional customer service during on-site visits and remote support sessions.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
Service Engineer
Keith Electronics Private Limited
11.2015 - 09.2017
- Maintain Customer visit report, Service report and provide support through telephonic support
- Carryout installation and maintenance of CO2 non-metal and Plotter machines
- Identify problem and provide support to customer on urgent basis
- Conduct technical training to operators and customer for machine operation and maintenance
Service Engineer
VRL Signage Solution Private Limited
10.2014 - 11.2015
- Carryout installation and maintenance of CO2 non-metal and Plotter machines
- Identify problem and provide support to customer on urgent basis
- Conduct technical training to operators and customer for machine operation and maintenance
Education
Bachelor of Technology - Electronics And Communications Engineering
Higher Secondary Certificate - CBSE
Skills
Problem Solving
Work Planning and Prioritization
Leadership
Meticulous attention to detail
Excellent Organizational skills
Customer service
Relationship building
Customer service management
Problem-solving
Employee training and development
MS office
Team collaboration and leadership
International projects
- Velka Engineering, Nairobi, Kenya, Performed successful installation and commissioning of SLTL Brand Fiber Laser Cutting Machine.
- Cooke Industries, Auckland, New Zealand, Performed maintenance visit and also provided training to their team regarding machine operation, troubleshooting and periodic maintenance.
- Melbourne Electronic Week, Melbourne, Australia, Attended MEW exhibition to present our machine from our organization. I have performed installation, operation, engaging with clients to explain machine features. Gained positive feedbacks from the clients for our machine and converted it into hot leads.
- Everest Metal Industry, Dubai, Visited this client site for the Installation, Training and maintenance purpose. Focused on providing basic and advance details of Machine Start stop procedure, Machine working process, Machine safety precaution training, Do's and Don'ts of the machine.
- Zahid Industry, Jeddah, KSA, Visited this client site for the Installation, Commissioning and training purpose. Focused on providing basic and advance details of Machine Start stop procedure, Machine working process, Machine safety precaution training, Do's and Don'ts of the machine.
Timeline
Zonal Service Manager - Sahajanand Laser Technology Limited
12.2023 - 10.2024
Assistant Manager - Sahajanand Laser Technology Limited
04.2022 - 11.2023
Service Engineer - Sahajanand Laser Technology Limited
10.2017 - 03.2022
Service Engineer - Keith Electronics Private Limited
11.2015 - 09.2017
Service Engineer - VRL Signage Solution Private Limited
10.2014 - 11.2015
Lovely Professional University - Bachelor of Technology, Electronics And Communications Engineering
Navyug School - Higher Secondary Certificate, CBSE