AUROBINDA DALAI
Service Manager
Bhubaneswar,OR
Summary
Over 14 + years’ experience as manager in Customer Service departments of organizations deals with Consumer Durable Goods, Home Appliance & power products etc. Dealing with OEMs for Procurement of Spares for Resolution of the B2B and B2C issues. As a Customer Service Manager. Offers expertise in providing excellent customer service support and demonstrated ability to make plans for the organization to meet and maintain its overall customer service goals in the most economical manner. Where I would effectively utilize my knowledge and technical skill set for high degree of opportunities, challenges and consistent carrier growth. My greatest strength is my ability to walk into a new environment and be functional immediately. 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
14
14
years of professional experience
4
4
Languages
Work History
Asst SERVICE MANAGER
VOLTAS LIMITED
Bhubaneswar, Odisha
09.2019 - Current
- Working as an Assistant Branch Service manager handling B2B Operations (PAN Odisha) and B2C Operations (Costal Odisha). With Product line (Air conditioner / Commercial refrigeration / Home Appliances Etc.
- Had Carried the Installation of AC’s average 25000 AC’s per Annum in B2B and B2C Points via Direct service centers and Authorized Service Centers .
- Had Carried Out Training Programs like Technical , Safety and Soft Skills to Technicians and Back end Staffs of Service Vendors and Direct Service Operations both on Interval Basis pre and Post Seasons .
- Handling 36 No’s of Authorized Franchise /3 SSD and 5 Second Sales vendor.
- Arrangement of Spares from OEM’s (LG,SAMSUNG,DAIKIN,CARRIER,GMCC,REICHI MAGMEET AND TOPBAND ETC ; during Crucial Times for the Resolution of the Pending Complaints for B2B and B2C Operations
- Responsible for Revenue Operations of (15.5 Cr Annually) Includes (TATA Steel, Kalinga Nagar, IIT Bhubaneswar, TCS, RBI, NTPC, HERSEY, TPNODL, TPCODL Etc.
- Manpower hiring at different positions within service functions.
- Conducting Service Workshop and Training Pan Odisha.
- Handling the B2B Objectives Pan Odisha.
- More Over All Revenue model was designed and Executed by Me in BBSR Branch .
- Handling Call Volume of Around 1 LAC Calls Yearly .
- Expertise is Waiving out the Season with Outsourced Manpower and Creation of Backup SF’s in case Company Takes Business call .
- Uphold team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Managed service department budget and investigated and resolved discrepancies.
- Monitored employee performance through key metrics analysis.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Guided department employees on changes from management.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Maintained relationships with vendors to ensure competitive pricing on parts and materials needed for repairs.
BRANCH SERVICE INCHARGE
LUMINOUS POWER TECHNOLOGY LIMITED
Bhubaneswar, Odisha
02.2018 - 09.2019
- Working as a Branch Service Incharge dealing with power Products Line i.e Inverters, Batteries, online ups, Hi-end Inverters, Solar products, Fans, Lightings Etc .
- Handling 4 no’s of TSI’s / 1nos of ASI / 2 nos STORE INCHARGES Rest back-end staffs and 18 All product Authorized Partners and 3 nos of Home Electrical Business Service Partners .
- Had Handled Installation of Top end and Low end Inverters and Solar Units around average 40,000 No’s average Monthly .
- Delivered Technical and Safety Training to the Tech and Backend Staffs on Quarterly Basis to develop the precise and Quality of Service .
- Responsible for All service & Revenue Operation of 18 no’s Authorized Partners & 2 no’s CSC.
- Ensure trouble Free Operation of Authorized Partners/CSC in regards of service delivery and Revenue.
- Maintaining the TAT/SDC/CSAT/ESCALATIONS & CCA figures as per the company marked Parameters.
- Billing of the Accessories and Spare Part to the ASPs to Maintain the Revenue Vertical.
- Tactical handling of Customer escalated mails of Pan Odisha i.e., Via Social Networking Sites, Mails Etc.
- ASP and Trade partner Visit monthly.
- Dealing with Ware House team to Properly Management of CAT stock.
- Selling of CAT stock in the Channel Line to Maintain the Scrap Ration of the Branch
- Verification and Audit of the ASP and Engg’s Data for maintaining the CSAT/DSAT in my territory.
- Quarterly Audit of W/H , CSC and High Volume Service Partners .
- Review of ASP at BO for Optimum Productivity and Performance.
- Periodic settlement of Damage Cases of Channel/Trade Partner’s to maintain the Stock Issues in FG.
- Approval of Claim Bills FOC/ Chargeable Bills of ASP month wise.
- Organizing AMC Meet of my Territory for Generation of Revenue from Preventive Maintenance.
- Planning Attractive Scheme programs for ASP to boost up the Revenue Vertical in My Territory.
- Quarterly Review with below layer Team with Sales Concerns to reduce market GAP and Ensuring work on the Loop Holes .
- Interactions: - Service VP, Country Head Service, Regional Service Head, Service Finance, Commercial team Technical Head, TSI’S & ASI’S, Branch & Central Stores, ASP// Dealer//Distributor’s// Corporate and valuable customers
ASSISTANT MANAGER (SERVICE DELIVERY)
GODREJ AND BOYCE MFG CO. LTD
Bhubaneswar, Odisha
03.2017 - 02.2018
- Working as a Service Manager for Costal Odisha service partners who deals with product line i.e A/C, Refrigerator, Washing Machine, Microwave & Electronics Safes Etc .
- Had Handled Installation Calls around 5000 Nos average as well as Breakdown Calls around 12000 on a average monthly.
- Delivered Training on Technical, Safety and Soft Skills Training on Interval Basis to the Technicians of Authorized Service Partners.
- Responsible in Arrangement of the Spares from OEMS like RECHIE , GMCC,CARRIER ,LG , DAIKIN ,VOLTAS, EMERSON MAGMEET ETC FOR SPARES FOR B2C AND B2B FOR CUSTOMERS during Crucial Period .
- Responsible for All service & Revenue Operation of the ASPs.
- Ensure trouble Free Operation of Authorized service partners in regards of service delivery operation and revenue Generation .
- Maintaining the TAT/OD/SC/CSN figures of the company Parameters.
- Billing of the Accessories and Spare Part to the ASPs to Maintain the Revenue Vertical.
- Tactical handling of Customer escalated mails of Pan Odisha i.e Via Social Networking Sites, Mails Etc.
- ASP and Trade partner Visit monthly.
- Finding and Targeting of New Counter for Generating New Business to Company.
- Dealing with Ware House team to Properly Management of CAT stock.
- Selling of CAT stock in the Channel Line to Maintain the Scrap Ration of the Branch
- Verification and Audit of the ASP and Engg’s Toolkit for maintaining the CSAT/DSAT in my territory.
- Review of ASP at BO for Optimum Productivity and Performance.
- Periodic settlement of Damage Cases of Channel/Trade Partner’s to maintain the Stock Issues in FG.
- Approval of Claim Bills FOC/ Chargeable Bills of ASP month wise.
- PPT preparation of New Product to be launched in market and providing Training of the same to ASP Engg’s
- Organizing AMC Meet of my Territory for Generation of Revenue from Preventive Maintenance.
- Planning Attractive Scheme programs for ASP to boost up the Revenue Vertical in My Territory.
- Interactions: - Regional Service Head , Technical Head, Branch & Central Stores,Authorized Partners , Dealer, Corporate and valuable customers , EBO , Distributor and Retail Chain network .
BRANCH SERVICE MANAGER
MICROTEK INTERNATIONAL (P) LTD
Bhubaneswar, Odisha
11.2012 - 03.2017
- Looking after entire SERVICE OPERATIONS with handling a team of 82 Service Manpower and 4 Direct service centers.
- Responsible for all operations of all Direct service units.
- Trouble free operation of service stations.
- Focus on daily productivity and daily O/W Revenue collection.
- To undertake the trainee procedure of New/Un-productive staffs/Enggs.
- Regular monitoring of Service In charges & Team for resolving Escalation in coordination with Sales BM/ASM/MSR.
- Service Centre Visits in schedule time i.e monthly to carry out auditing, pending issues, stock, Filing, zig & technical Work Station checkup and to resolve the same.
- To carry out technical meets over various Districts & to resolve the Technical Queries of Dealers & Electricians of that Area.
- Manpower allocation and production planning as per PPC.
- In-house quality audit i.e. SOP (standard operation process), process.
- Conduct management reviews on basis of critical quality issues.
- Responsible for daily production output.
- Carried out Multi skill activity of associates & Staffs and deployment their talent at annual meets of Sales and service.
- Control the rework & rejection in production.
- Analyze the customer complaint and take corrective & preventive action.
- Team building and effective leadership to realize the potential of every member of the team.
- Technical audit of service stations once in two months and send the same to Head office.
- Documented and maintained reports related to discussions and feedback provided by customer and presented reports to appropriate department to enable further improvement in products/services.
- Interactions: - Regional Service Head , Technical Head, Branch & Central Stores,ASP’s , Dealer, Corporate and valuable customers , Distributor and Retail Chain network .
Area Service Manager
GENIUS POWER INFRASTRUCTURES LTD
08.2011 - 10.2012
- Looking after A.P, KARANATAKA & TAMILNADU with handling a team of 30 members and 3 service Centre’s.
- Handling 3 Nos of Direct Service centers which was Self Implanted in the Markets in (TN, AP and Karnataka with Total Team of 28 Members
- Hiring and Training of Technicians for the service centers for Enhancing the Skill and Knowledge of Newly appointed Technicians.
- Ensuring the Daily Productivity of Each Team via Controlling the Back End Assigned Team.
- Analyzing the Field Issues, Discussing the same with the HO team and Creating a Solution Based for the Issue.
- Ensuring the Maintaining the zero Defective Inventory of Distributors and Prime Dealers.
- Conducting the defect analysis and review meeting to conclude the monthly targets, revenue collection and common understanding to improve roll out straight pass.
- Indentify process improvement plans and resolve the same.
- Frequently Monitoring of the Service Hubs with Proper generation of Repaired PCB’s and Spares.
- Monthly sales service meets to overcoming the loopholes in the market to build a good service.
- Interactions: - National Service Head, Technical Head, R&D Team, Central Stores, Service Centers, Dealer, Corporate and valuable customers, Distributor and channel partner network.
Education
MBA (Distance) - Production & Operation Management, Marketing Management
B. TECH - Electrical & Electronic Engg
BPUT, MIET
Bhubaneswar01.2011
DIPLOMA - Electrical Engg
S.C.T.E & V.T, SMIT
Berhampur01.2008
+2 - Science
Biju Pattanaik college of Science & Education
01.2005
10th - undefined
Prabhujee English Medium school
Bhubaneswar01.2003
Skills
Technical & Basic Working Principle of HA and Consumer Durable products
Understanding circuit diagram of PCB’s and fault Finding in the circuits
Making and breaking circuits systems
AutoCAD
MS Office - MS Word, MS Excel, MS PowerPoint
RDBMS
PLC & SCADA
CRM Usage
Self-motivation
Positive thinking
Hard working
Punctuality
Staff Management
Community Relations
Staff Training
Team Building Leadership
Adaptable to Market Fluctuations
Decision-Making
Relationship Building and Management
Accomplishments
- 5 Times High 5 for Excellent Performance in Revenue and Customer Service in VOLTAS LIMITED.
- Got Appreciation from HOD/Operation Head/RFM for Driving Revenue Throughout the Year FY (21-22) & FY (22-23)
- Got the Best Performer in Service for the Year 2022 in VOLTAS LIMITED.
- Got the Best Branch in Service in East for Marvelous Service in LUMINOUS POWER TECHNILOGIES LIMITED.
- Grabbed almost 18 cat awards in various field with team for excellent performance for the Year 2018 in LUMINOUS POWER TECHNILOGIES LIMITED.
- Got the Best Branch Manager Service for the Year 2018 In LUMINOUS POWER TECHNILOGIES LIMITED.
- Got the Best Performer in service for the year 2017 in GODREJ AND BOYCE LIMITED.
- Got the Youngest Branch Performer in Terms of Revenue Turnover in Microtek International Pvt Ltd.
Training Experience
- Summer training in SLDC (132/33 KV) Mancheswar, Bhubaneswar
- OPTCL (Orissa power transmission corporation ltd (220/132/33kv)) Training about transmission and distribution, control operation mechanism and working of switchyard parameters.
- Industrial Automation in PLC & SCADA from C.T.T.C, Bhubaneswar
Declaration
I hereby declare that, the above-mentioned facts are true to best of my knowledge and belief.
Timeline
Asst SERVICE MANAGER
VOLTAS LIMITED
09.2019 - Current
BRANCH SERVICE INCHARGE
LUMINOUS POWER TECHNOLOGY LIMITED
02.2018 - 09.2019
ASSISTANT MANAGER (SERVICE DELIVERY)
GODREJ AND BOYCE MFG CO. LTD
03.2017 - 02.2018
BRANCH SERVICE MANAGER
MICROTEK INTERNATIONAL (P) LTD
11.2012 - 03.2017
Area Service Manager
GENIUS POWER INFRASTRUCTURES LTD
08.2011 - 10.2012
MBA (Distance) - Production & Operation Management, Marketing Management
B. TECH - Electrical & Electronic Engg
BPUT, MIET
DIPLOMA - Electrical Engg
S.C.T.E & V.T, SMIT
+2 - Science
Biju Pattanaik college of Science & Education
10th - undefined
Prabhujee English Medium school