Hi, I’m
Appu Rajaram
Field Service Manager
KOZHIKODE ,Kerala
Summary
High-performing professional with more than 9+ years of experience delivering successful improvements for customer service operations, profitability and team development. Dedicated to sustaining operational accuracy and delivering results for optimal profitability. Proficient professional with good problem-solving and group management skills. Successful at keeping employees on-task and achieving quality objectives. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
10
years of professional experience
1
Certification
Work History
I R Technology Services Pvt. Ltd.NAVI MUMBAI
Area Manager
04.2023 - Current
Job overview
- Installation & commissioning of computer-controlled, high-cost analytical instruments like XRD, XRF, and thermal analyzers (TG-DTA, TMA, TG-DSC) from Rigaku Corporation, Japan, and building materials testing equipment from Toni Technik, a member of the Zwickroell Group.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Monitored service performance metrics to identify areas of improvement.
- Resolved customer complaints in a timely manner.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Created detailed reports on service activities for senior management review.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Trained new employees on the use of customer relationship management software systems.
- Provided technical support for hardware and software issues experienced by customers.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Created standard operating procedures for all service functions.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
Thermo Fisher Scientific India Pvt. Ltd.NAVI MUMBAI
Customer Care Engineer
06.2018 - 04.2023
Job overview
- Installation, commissioning, and maintenance of computer-controlled, high-cost analytical instruments like XRF and XRD from Thermo Fisher Scientific in various fields such as cement industries, metal industries, research and development, defense, educational institutions, oil industries, atomic, and minerals, etc.
- Maintained current knowledge of relevant technologies through continuing education courses.
- Identified customer needs and developed solutions based on user feedback.
- Analyzed customer requirements to determine project scope and objectives.
- Provided support during the installation, maintenance, repair, and calibration of equipment.
- Participated in team meetings to discuss project progress updates.
- Provide client demonstrations and training for various products.
Volga Instrument Pvt. Ltd.Mumbai
Service Engineer
05.2015 - 05.2018
Job overview
- Installation, maintenance, calibration, and servicing of various analytical and field instruments, mainly spectrometers mainly XRF Analyzers, Coating Thickness measurement instruments, Particle Size Analyzers, Petroleum Testing Apparatus.
- Assisted customers with troubleshooting issues related to software and hardware in a timely manner.
- Resolved customer service requests within the given time frame.
- Provided technical support for customers on site or remotely via phone or email.
- Performed preventive maintenance of customer systems as per schedule.
- Prepared detailed reports of system performance after installation or upgrades.
- Installed, configured and commissioned new customer equipment according to specifications.
Education
Sri Krishna College of Arts & Science , Coimbatore
Master of Science from Electronics & Telecommunication System
04-2015
College of Applied Science, Nadapuram, Kozhikode
Bachelor of Science from Applied Electronics
04-2013
Skills
- Excellent customer service skills
- Fast learner
- Leadership skills
- Verbal and written communication
- Multitasking and organization
- Troubleshooting technical issues
- Troubleshooting and analysis
- Computer Skills
- Effective time management
- Technical and diagnostic support
- Technical consulting
- Equipment installation
- Equipment assembly
- Preventive Maintenance
Languages
English
First Language
Hindi
Advanced (C1)
C1
Malayalam
Proficient (C2)
C2
Tamil
Elementary (A2)
A2
Passport Details
Passport No: Z6104916
Exp Date : Nov 2032
Certification
- Atteneded training program conducted by Rigaku Corporation Japan, on "Installation & Maintenance of XRD products"
- Atteneded training program conducted by Rigaku Corporation Japan, on "Installation & Maintenance of XRF products"
Timeline
Area Manager
I R Technology Services Pvt. Ltd.
04.2023 - Current
Customer Care Engineer
Thermo Fisher Scientific India Pvt. Ltd.
06.2018 - 04.2023
Service Engineer
Volga Instrument Pvt. Ltd.
05.2015 - 05.2018
- Atteneded training program conducted by Rigaku Corporation Japan, on "Installation & Maintenance of XRD products"
- Atteneded training program conducted by Rigaku Corporation Japan, on "Installation & Maintenance of XRF products"
Sri Krishna College of Arts & Science
Master of Science from Electronics & Telecommunication System
College of Applied Science
Bachelor of Science from Applied Electronics
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