Arun Kumar
New Delhi
Summary
Service operations and program leader with 20+ years at Varian, advancing from Service Engineer to Senior General Manager overseeing multi-regional operations across North & East India and Nepal. Skilled in building service networks, designing and implementing service programs, and driving consistent double-digit revenue growth through renewals, upgrades, and warranty conversions. Recognized for expertise in customer satisfaction, KPI standardization, and cross-functional collaboration. Now seeking to leverage this experience as Service Commercial Program Manager to drive growth, innovation, and customer-centric strategies in APJ.
Overview
21
21
years of professional experience
Work History
Service Operations Leader
Varian Medical Systems
10.2004 - Current
- Progressed from Service Engineer to Senior General Manager, leading multi-regional service operations across North, East India & Nepal.
- Built service infrastructure from the ground up, ensuring robust coverage and customer support across multiple territories.
- Directed large customer bases and diverse teams, ensuring high system uptime, rapid issue resolution, and superior customer satisfaction (NPS).
- Designed and executed service programs including contract renewals, upgrades, and service expansion initiatives.
- Implemented standardized KPIs to improve operational transparency, performance monitoring, and decision-making.
- Partnered with sales, finance, supply chain, and global service teams to align service operations with organizational goals.
- Launched and scaled the THD (Toll-Free Help Desk) program in North India, achieving 60–70% customer adoption.
- Mentored and developed future service leaders, embedding a culture of accountability and customer-first mindset.
Education
B.Tech. - Instrumentation & Control Engineering
MBA - Operations Management
Skills
- Service operations management
- Execution of go-to-market plans
- Customer relationship management
- Collaborative project management
- Service revenue enhancement
- KPI development
- Engagement with stakeholders
Accomplishments
Multiple awards for Service Excellence, Customer Satisfaction, and Revenue Growth., Best Presentation Award – Big Bold India Plan initiative., Established service structures in East India and Nepal, setting benchmarks for customer satisfaction., Awarded for high adoption rate of THD program in North India pilot phase., Credited as the first to sell SSA and SLSA in India post product launch., Consistent recognition for managing operations in challenging territories with resilience and impact.
Professional Development & Training
- Leadership training – Lead, Change and Accelerate Development; Talent Exchange program with OET team, Singapore.
- Workshops on KPI development, customer engagement, and operational excellence.
- Continuous internal leadership and service management training at Varian, with cross-functional exposure.
Timeline
Service Operations Leader
Varian Medical Systems
10.2004 - Current
MBA - Operations Management
B.Tech. - Instrumentation & Control Engineering
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