Diwaker Sharma

Tasked with creating and developing the customer service departments in India, to deliver industry leading service experiences to Sebia customers.

• Smooth business transition from Sebia's exclusive distributor of 20 years to direct operations ,without impacting any customer business.
• Established customer service organization for India
• Set India Warehouse with 3PL
• Got product registration done in India
• Developed and enforced regional service policies and procedures for daily operations of customer support team for smooth functioning to have Happy Customer
• Managing technical team (Engineers & Application) to ensure timely and effective resolution of customer issues.
• Created customer support team 16 support professionals ; Recruited, interviewed and hired employees
• Teamed closely with Commercial Operation and Supply Chain department leaders to create and improve cross function processes
• Customized, implemented, and ensuring best utilization of Dynamic 365 CRM platform by team for controlled KPI measurements and continuous improved customer management
• Periodical SS & OPS review meetings for the smooth & timely support to customer and achieve organizational Goal.
• Maintained spare part inventory and ensure smooth Customer support during peak pandemic period
• Conducted regular performance reviews for staff members, providing feedback and development opportunities to drive professional growth
• Organized service & Applicaton's training and development
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
• Fostered a culture of continuous improvement within the organization through regular training sessions and workshops aimed at developing technical expertise among staff members
• Introduced standardized documentation practices, improving record-keeping accuracy and enabling data-driven decision making
• Implemented preventative maintenance programs for clients, extending equipment lifespan and reducing costly repairs by introducing buffet of service contracts

• Managed technical services of Life science and Diagnostics Business in South Asia region
• Achieved Service Target for India. Generating revenue through contracts, service consumables & spares.
• Led department of 5 personnel which included of 1 Associate RSM , 4 Field Service Engineers throughout India

Supporting customer of PerkinElmer India for Clinical Diagnostics business

• Utilized creativity, industry knowledge, and both customer service and relationship building skills to successfully navigate through all customer service issues
• Monitored regional service operations to confirm compliance with industry standards.

Provided customer service for PerkinElmer Diagnostics business

• Coordination with Global tech support team for timely instrument upgrades
• Providing technical support to DX Service team

Providing technical service support to South Asia customers of PerkinElmer India -Diagnostics.

• Enhanced system performance by conducting thorough diagnostic tests and implementing effective solutions.
• Started Service Contract business from PerkinElmer Diagnostic Customers

• Advance level support to Service team on Automated Elisa Instrument
• Reduced equipment downtime by conducting routine maintenance checks and promptly addressing issues .

• Delivering exceptional customer service during on-site visits and remote telephonic support for complete range of Bio-Rad instruments

Established Service territory in Udaipur Rajasthan for Transasia Biomedical

• Supported equipment from basic to automated range
• Excellent customer and distributor relations

Technical support to customers of Roche Diagnostics for NPT Division