Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
Generic

Ayush Kumar

Noida

Summary

Results-driven Service Manager with 8+ years leading and transforming service operations across Pan-India for consumer durables, cleaning equipment, auto, & diesel engines. Master's in Service Excellence. Expertise: Service Strategy (on-site service, pick and drop, flat rate), team leadership, operational excellence, improved service delivery, and customer satisfaction.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Assistant Manager-Service Sales

Karcher Cleaning System Pvt. Ltd.
Noida
03.2021 - Current
  • Led and managed a high-performing service team of 21 direct reports, overseeing the operations of 250+ Service Channel Partners within the cleaning equipment industry (high-pressure washers, vacuum cleaners, steam cleaners, floor cleaners, robotic vacuums, air purifiers) to ensure efficient and timely service delivery.
  • Developed and implemented key service strategies, including CRM implementation, SLAs, an escalation matrix, and updated warranty policies to optimize service operations.
  • Define and monitor key service performance indicators (KPIs) such as Customer Satisfaction (CSAT), First-Time Fix Rate (FTFR), Average Handle Time (AHT), and Service Cost per Unit.
  • Managed and increased the spare parts revenue by 110% from ₹5.2 crores to ₹10.5 crores from 2021-2024.
  • Increased on-time service closures(TAT) from 58% to 92%.
  • Manage service budgets, control costs, and optimize resource allocation.
  • Collaborated with sales, marketing, and product development teams to provide customer feedback and contribute to product improvements and customer satisfaction.
  • Actively auditing and monitoring warranty claims, agency pay-out, inventory, and tools to ensure operational efficiency.

Service Coordinator

Manmachine Works Pvt. Ltd.
Noida
03.2019 - 03.2021
  • Developed marketing strategies to promote services.
  • Procured and managed Annual Maintenance Contracts (AMCs) and Comprehensive Maintenance Contracts (CMCs) for a range of equipment, including Automatic Car Washers, High-Pressure Washers, Industrial Vacuum Cleaners, and Steam Cleaners.
  • Facilitated the settlement of warranty claims.

Customer Service Representative

HCL Technologies
Noida
03.2018 - 03.2019
  • Addressed customer inquiries, resolved issues, and provided effective solutions to meet customer needs and expectations for Maruti Suzuki Nexa
  • Managed customer complaints and escalations.

Service Coordinator

C. S. Diesel Engineering Private Limited
Noida
11.2016 - 10.2017
  • Scheduled engine service appointments and maintained necessary documentation.
  • Collaborated with service technicians for effective job completion.

Education

Bachelor of Technology - Mechanical Engineering

Bengal College of Engineering And Technology
Durgapur
05-2015

Skills

  • Customer Relationship Management (CRM)
  • Strategic planning
  • Channel Partner Development
  • Service-Level Agreements (SLA)
  • Warranty Management
  • TAT
  • Escalation management
  • Power BI
  • Budget management
  • AMC/CMC
  • Team Leadership
  • Consumer durables
  • On-site services
  • Service Excellence
  • Performance management and KPI
  • Resource allocation
  • Sales collaboration
  • Marketing strategies

Certification

  • Certification course in Leadership Skills Training - Lean Management

Training in leadership skills with a focus on Lean Management and People Management by Udemy

  • Dealer Management Training

Training program designed to enhance leadership skills by Princeton Academy

  • Service Excellence program

SWOT analysis, MUDA identification, Kaizen principles, problem-solving methodologies and process mapping techniques like Spaghetti diagrams.

  • Microsoft Excel Data Analysis with Excel Pivot Table

Training course focusing on analyzing data using Excel Pivot Table by Udemy

  • Advance Excel

Certification in Advance Excel by Udemy

Accomplishments

Bi-Annual Award_2022 (The Unsung Hero)

Karcher(Germany)

Honored with the Bi-Annual Award_2022 (The Unsung Hero) at Karcher India for exemplary contribution in developing service setup.

Languages

Hindi
First Language
English
Advanced (C1)
C1

Timeline

Assistant Manager-Service Sales

Karcher Cleaning System Pvt. Ltd.
03.2021 - Current

Service Coordinator

Manmachine Works Pvt. Ltd.
03.2019 - 03.2021

Customer Service Representative

HCL Technologies
03.2018 - 03.2019

Service Coordinator

C. S. Diesel Engineering Private Limited
11.2016 - 10.2017

Bachelor of Technology - Mechanical Engineering

Bengal College of Engineering And Technology

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