ANURAG MAHAJAN
Gurugram
Summary
Service Operations Leader with 20+ years of experience across air conditioners, consumer electronics, and home appliances in India and SAARC markets. Expert in end-to-end after-sales operations, including installation (D+1 readiness), repair, escalations, warranty governance, parts supply chain, and partner ecosystems. Proven track record of scaling nationwide service networks, driving digital & AI-led transformation, improving CSAT/NPS, and delivering multi-million-dollar cost savings through warehouse consolidation, reverse logistics, and refurbishment. Six Sigma Green Belt with strong execution focus and cost discipline.
Overview
14
14
years of professional experience
Work History
Head of Service
Hisense India
02.2025 - Current
- Own end-to-end service strategy and operating model for TVs and home appliances across India
- Designed returns, reverse logistics, and refurbishment frameworks, delivering 35% service cost reduction
- Built cross-functional execution rhythm across Service, SCM, Finance, IT, ODMs, and logistics partners
- Finalized strategic service partnerships (incl. Reliance ecosystem); onboarded 844 service points
- Deployed chatbot-driven complaint resolution and WhatsApp automation, reducing TAT and improving CSAT
- Implemented digital service governance (CRM, dashboards, partner scorecards, escalation workflows)
- Strengthened warranty governance and negotiated ODM SLAs for scalable, compliant service delivery
- Driving AI-led diagnostics and predictive failure analytics to improve FTF and reduce repeat visits
Zonal Service Head
Samsung India Electronics
04.2024 - 01.2025
- Led zonal service operations for air conditioners, appliances, CE & mobiles
- Improved service quality by 20% through KPI-driven partner audits
- Aligned AC installation readiness and peak-season capacity, driving 12% service revenue growth
- Ensured D+1 installation and repair readiness during high-demand seasons
Strategy & Operations Lead – India & SAARC
Samsung India Electronics
04.2020 - 03.2024
- Led service transformation across India, Bangladesh, Sri Lanka & Nepal
- Rolled out AC D+1 installation model by adding 300+ service points
- Designed and implemented 'Triple One' model (1-hour appointment | 1-hour visit | Repair within D+1)
- Led digital transformation: Tableau analytics, CRM apps, WhatsApp support, Track-Your-Service, DIY videos
- Implemented dealer portals & API integrations with online and LFR channels
- Reduced dealer defectives by 30% via packaging innovation & distributor training
- Improved warranty compliance via serial-number checks (DOA & used parts)
- Partnered with analytics teams on AI-based remote diagnostics
- Delivered ~20% improvement in NPS
Parts Supply Chain Manager
Samsung India Electronics
04.2015 - 03.2020
- Consolidated warehouses (30 → 22), delivering significant cost savings
- Achieved 95% parts fill rate using regression-based forecasting
- Established 4PL hubs across SAARC, reducing lead time from 15 days to 1 day
- Set up used-parts collection ($7M savings) and panel refurbishment center ($3M savings)
- Implemented FSN-based warehousing and cost-plus models
Service Network Planning Lead
Samsung India Electronics
01.2012 - 03.2015
- Expanded service footprint to 2,334 centers and deployed 535 service vans (Surya Van project)
- Implemented aging-based service tracking to improve turnaround time
- Reduced partner onboarding time from 3 months to 1.5 months
Circle Aftersales Head
Tata Teleservices Ltd.
Area Service Manager
Motorola India Pvt. Ltd.
Field Service Executive
TVS Electronics Ltd.
Education
Executive Programme in Strategy & Leadership -
IIM Indore
Six Sigma Green Belt -
Motorola University
B.E./B.Tech -
Electronics & Communication Engineering
Diploma -
Electronics & Communication Engineering
Skills
- End-to-End Service Operations
- AC Installation Readiness
- Service Delivery
- Service Network Expansion
- ASC Governance
- Parts Planning
- Warehousing
- Reverse Logistics
- Cost Reduction
- Warranty Control
- Asset Recovery
- Digital Transformation
- CRM
- Tableau
- Chatbots
- AI-based Remote Diagnostics
- Predictive Analytics
- Customer Experience
- CSAT
- NPS
- TAT
- Dealer Management
- Distributor Management
- Partner Ecosystem Management
- Cross-Functional Leadership
- Sales
- SCM
- Finance
- IT
- ODMs
- Crisis Management
- Operational Resilience
- Six Sigma
- RCA
- Continuous Improvement
Professional Highlights
- Built 2,334+ service centers and 535 service vans nationwide
- Delivered $14M+ annual cost savings via warehouse consolidation & parts optimization
- Reduced obsolescence by $2M/year using FSN-based warehousing & 4PL hubs
- Improved first-time-fix to 69% and delivered ~20% NPS uplift
- Implemented CRM apps, Tableau dashboards, WhatsApp automation & chatbots
- Set up D2C care packs ($12M India | $20M Sri Lanka – 2021)
- Ensured service continuity during Sri Lanka economic crisis
Personal Information
Title: Head of Service | Air Conditioners & Home Appliances
Timeline
Head of Service
Hisense India
02.2025 - Current
Zonal Service Head
Samsung India Electronics
04.2024 - 01.2025
Strategy & Operations Lead – India & SAARC
Samsung India Electronics
04.2020 - 03.2024
Parts Supply Chain Manager
Samsung India Electronics
04.2015 - 03.2020
Service Network Planning Lead
Samsung India Electronics
01.2012 - 03.2015
Circle Aftersales Head
Tata Teleservices Ltd.
Area Service Manager
Motorola India Pvt. Ltd.
Field Service Executive
TVS Electronics Ltd.
Executive Programme in Strategy & Leadership -
IIM Indore
Six Sigma Green Belt -
Motorola University
B.E./B.Tech -
Electronics & Communication Engineering
Diploma -
Electronics & Communication Engineering