Durbha Anand Kumar
Global Head- Customer Service Support
Pune
Summary
I seek a dynamic career in a growth-oriented organization where I can upgrade my knowledge and skills to the highest level and grow in tandem with the growth of the organization
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
15
15
years of professional experience
1
1
Language
Work History
Global Head – Customer Service Support & Control
Kirloskar Chillers Private limited
Pune, Maharashtra
10.2025 - Current
- 1. Customer Satisfaction & Relationship Management
- Objective: Deliver consistent global customer experience.
- KPIs
- Customer Satisfaction Score (CSAT) ≥ 90%
- Reduction in customer escalations
- Key account engagement with top global customers
- Customer retention rate
- Responsibilities
- Develop global service standards
- Handle critical customer escalations
- Conduct periodic customer satisfaction reviews
- 2. Service Performance & MTTR Management
- Objective: Ensure faster service response and resolution.
- KPIs
- MTTR maintained below target (e.g.,
- Response time improvement across regions
- % calls resolved in first visit (FTR)
- Responsibilities
- Monitor global service performance dashboard
- Implement service process improvements
- Ensure timely resolution of escalated cases
- 3. Product Reliability & Feedback to Engineering
- Objective: Improve chiller reliability through field feedback.
- KPIs
- Reduction in repeat failures
- RCA closure time
- Implementation of corrective design actions
- Responsibilities
- Collect field failure data globally
- Lead root cause analysis (RCA)
- Work with engineering to improve design and controls logic
- 4. Global Service Capability Development
- Objective: Build a strong technical service organization.
- KPIs
- Number of engineers trained globally
- Technical certification programs completed
- Knowledge sharing sessions conducted
- Responsibilities
- Develop training modules
- Standardize commissioning and troubleshooting processes
- Build regional technical support teams
- 5. Service Business Growth
- Objective: Grow aftermarket revenue.
- KPIs
- AMC/CAMC conversion rate
- Spare parts revenue growth
- Retrofit and upgrade sales
- Responsibilities
- Develop global service sales strategy
- Promote predictive maintenance & IoT services
- Work with sales to expand service contracts
- 6. Digitalization & IoT Implementation
- Objective: Improve monitoring and predictive maintenance.
- KPIs
- % of installed base connected to IoT platform
- Remote diagnostics utilization
- Reduction in breakdown calls through predictive alerts
- Responsibilities
- Implement remote monitoring platforms
- Integrate service app and analytics
- Develop predictive maintenance models
- 7. Global Service Governance
- Objective: Standardize service processes worldwide.
- KPIs
- Compliance with global service SOPs
- Audit results of regional service teams
- Responsibilities
- Documentation and reporting standards
- Define global service processes
- Implement service reporting standards
- Monitor regional service operations
- 8. Cost Control & Operational Efficiency
- Objective: Optimize service cost without affecting quality.
- KPIs
- Service cost reduction
- Travel cost optimization
- Spare inventory optimization
- Responsibilities
- Develop regional service hubs
- Improve spare parts availability
- Reduce repeat visits
- 9. Channel Partner & Dealer Support
- Objective: Strengthen global service network.
- KPIs
- Channel partner certification
- Service partner performance ratings
- Response time improvement through partners
- Responsibilities
- Train dealers and partners
- Monitor partner performance
- Expand service coverage globally
Deputy General Manager – Engineering and services
Kirloskar Chillers Private limited
04.2024 - Current
- Head of Electrical and Controls Engineering department
- Product Development & Electrical/Controls Designing: team size 12 engineers.
- Chiller (Oil free chiller, Scroll, Centrifugal and Screw chillers) Electrical panel component selection as per customer requirement, Logic Design, component selection, Cost reduction, technical documentation, Prototype Preparation & testing for validation of performance & operation of the Chillers.
- Electrical panel development based on compressor and performance validation of Electrical panel.
- Complete electrical engineering of Water cooled & Air-cooled chillers -BOM, Drawing verification & release.
- Regular update & release of electrical technical data sheets.
- Single-point contact b/w Customer, Internal & Supplier team to Sort Chiller electrical panel design related issues.
- Identifying and undertaking continual improvement projects for performance enhancement, Value analysis & Value Engineering, cost reduction etc.
- New product development: Co-ordination with Purchase, Planning, Manufacturing Quality Assurance & Materials Dept.
- ECN implementation for the relevant ECR.
- Technical Support to Marketing Inquiry.
- Co-Ordination for all the Non-Std. Chiller electrical panel Design & Technical Support.
- Value Engineering: Material cost reduction without affecting the quality.
- Steering committee member for new product development.
- Head-Customer care-Technical Support. Team size – 10 engineers
- Heading technical support team for chillers support.
- Pending call review.
- To support service delivery team to improvise RT and TAT.
- Managing monitoring system of chillers for Indian and international market
- FFR review and RCA review.
- Heading electronics repair team.
- Leading international service team for revenue generation for spares sales and for technical support.
- Providing support for AMC business to retain customer and add value addition by suggesting Value added products like ATCS etc.
Head-Customer care-Technical Support -VRF/PAC/Ductable unit/Oil free chiller/Electrical and BMS service team/Electronic repair center
Voltas Limited
04.2022 - 04.2024
- Heading VRF/Inverter DSU commissioning team and providing pre and after- sales support.
- Heading a team of 11 commissioning engineers for VRF and Inverter DSU design and commissioning.
- Meeting prospective customers with Sales team for technical queries. Involve with sales team to discuss with consultant /Customer on design aspect, BOQ correction and spec in as per heat load and unit performance.
- Technical support to Sales engineering, service engineers & trainers on newly launched VRF/DSU models.
- Understanding tender technical requirement to make cost effective BOQ.
- Supporting sales team on technical queries and meeting customers for technical clarification and deviation in tenders.
- Taking care of pre-commissioning /Commissioning activity for VRF and standard products.
- Training to dealer and service partner's technician.
- Head for 4 technical specialist (zone wise) for after sales escalated calls trouble-shooting.
- Providing technical support to zones/branches to resolve escalated calls falls under AMC business.
- Validation of outsourced VRF as per market trend.
- Conduct zonal dealer meet for product / operation feedback and improvisation of product to meet market requirement.
- Spare Stock planning for VRF/DSU/PAC units.
- Providing All India technical trainings to Voltas Sales and service delivery engineers.
- FFR analysis.
- Analysis day to day service calls to provide resolution on spare and technical support to improve customer satisfaction score.
- Provide feedback to R&D team on product improvisation based on product performance on field.
- Supporting Retrofit team on getting replacement jobs by analyzing old machine performance on filed and convincing customer for replacement.
Senior Manager-CC and R&D -VRF/PAC/Ductable unit/Oil free chiller/Electrical and BMS service team/Electronic repair center
Voltas Limited
04.2021 - 03.2022
- Heading VRF/Inverter DSU commissioning team all India
- Heading a team of 11 commissioning engineers for VRF and Inverter DSU design and commissioning.
- Involve with sales team to discuss with consultant /Customer on design aspect, BOQ correction and spec in as per heat load and unit performance.
- Understanding tender technical requirement to make cost effective BOQ.
- Supporting sales team on technical queries and meeting customers for technical clarification and deviation in tenders.
- Involves in pre-commissioning /Commissioning activity.
- Training to dealer and service partners technician. Achieved 5000 manhours in FY 2021-2022.
- Heading 4 technical specialist (zone wise) for after sales escalated calls trouble-shooting.
- Resolution of after sales escalated call.
- Validation of outsourced VRF as per market trend.
- Conduct zonal dealer meet for product / operation feedback and improvisation of product to meet market requirement.
- Spare Stock planning for VRF/DSU/PAC units.
- Providing All India technical trainings to Voltas Sales and service delivery engineers.
- FFR analysis.
- Head for BMS design /programming and Electronic repair team consisting of 6 engineers.
- Heading 3 members BMS team, which executes plant manager and BMS activity.
- Responsible to provide fresh quote based on IO summary to meet customer requirement for BMS/CPM.
- Heading Electronic PCB repair center where team is responsible to repair VL make unit PCB as well as competition make unit PCBs.
- Head for Electrical specialist team for service consisting of 2 engineers.
- Responsible to resolve chiller escalated calls for electrical problems.
- Helps all India retrofit team by extending technical support for retrofitting of old electrical/Control panel to new logic controller-based panel.
Manager Grade-1-(Electrical/Control Department & Technical service group -VRF/PAC/Ductable unit/Oil free chiller)
Voltas Ltd.
07.2019 - 03.2021
- Total Team size – 8 Engineers
- Product Development & Designing:
- VRF Control logic development - To ensure control logic of Inverter compressor drive working, ODU logic development, IDU logic development, PF correction design, Working with vendor on PCB hardware design.
- Chiller (Oil free chiller, Scroll and Screw) Electrical panel component selection as per customer requirement, Logic Design, component selection, Cost reduction, technical documentation, Prototype Preparation & testing for validation of performance & operation of the Chillers.
- Electrical panel development based on compressor and performance validation of Electrical panel.
- Complete electrical engineering of Water cooled & Air-cooled chillers -BOM, Drawing verification & release.
- Regular update & release of electrical technical data sheets.
- Single-point contact b/w Customer, Internal & Supplier team to Sort Chiller electrical panel design related issues.
- Identifying and undertaking continual improvement projects for performance enhancement, Value analysis & Value Engineering, cost reduction etc.
- Project Leader: The VRF Product Development & Responsible for electrical and control logic development activities.
- New product development: Co-ordination with Purchase, Planning, Manufacturing Quality Assurance & Materials Dept.
- ECN implementation for the relevant ECR.
- Technical Support to Marketing Inquiry.
- Co-Ordination for all the Non-Std. Chiller electrical panel Design & Technical Support.
- Value Engineering: Material cost reduction without affecting the quality.
- Steering committee member for new product development.
- Meeting with Dealers to understand market requirement and to implement points for improvisation.
- (HVAC Industry)
ThaneManager – Grade 1 (Technical Service-TSG)
Voltas Ltd.
04.2017 - 06.2019
- Heading technical services group for VRF, PAC and DSU units all India.
- Providing Back-end support to engineers for VRF, DSU/PAC units
- Spare Stock planning for VRF/DSU/PAC units.
- Supporting sales team on technical queries and meeting customer to resolve the same.
- All India Oil free magnetic chiller technical support for troubleshooting.
- To provide All India training to Voltas engineers and to vendor engineers/technician.
- To work on improving customer satisfaction rating score with the help of remote monitoring application and doing failure analysis for predictive maintenance.
- Supporting sales team on technical queries and meeting customer to resolve the same.
- Performance Validation of imported products.
- Support to R&D on product development.
- Doing root cause analysis of failure.
- Providing inputs to R&D on failures for product improvisation.
- (HVAC Industry)
ThaneManager (Technical Service-TSG)
Voltas Ltd.
05.2015 - 03.2017
- Heading technical services group for VRF, PAC and DSU units all India.
- Providing Back-end support to engineers for VRF, DSU/PAC units
- Spare Stock planning for VRF/DSU/PAC units.
- Supporting sales team on technical queries and meeting customer to resolve the same.
- All India Oil free magnetic chiller technical support for troubleshooting.
- To provide All India training to Voltas engineers and to vendor engineers/technician.
- To work on improving customer satisfaction rating score with the help of remote monitoring application and doing failure analysis for predictive maintenance.
- Supporting sales team on technical queries and meeting customer to resolve the same.
- Performance Validation of imported products.
- Support to R&D on product development.
- Doing root cause analysis of failure.
- Providing inputs to R&D on failures for product improvisation.
- (HVAC Industry)
Deputy Manager (Technical Service-SSG)
Blue Star Ltd.
07.2014 - 05.2015
- Hands On experience in “Turbocor (oil free) compressor” in High side as well as in low side.
- Trouble-shooting of the compressor and doing PMS of the chiller regularly without any delay.
- Responsible for the commissioning of the chiller at sites.
- Responsible for the material planning of the Turbocor chiller.
- Monitoring Turbocor chillers through BMS system and doing fault tracking of the chiller and making fault records sheet for future reference.
- Involved in the testing of the logic for the new models of Turbocor chiller.
- Working on the service manual of the Turbocor compressor.
- Power analysis of the chiller and make report.
- Thermography of the machine and make report.
- Solving the field engineers query regarding the capacity and model of the HVAC equipment’s.
- Establishment of Remote Monitoring services for Turbocor chiller
- (HVAC Industry)
Assistant Manager (Technical Service-SSG)
Blue Star Ltd.
07.2011 - 06.2014
- Hands On experience in “Turbocor (oil free) compressor” in High side as well as in low side.
- Trouble-shooting of the compressor and doing PMS of the chiller regularly without any delay.
- Responsible for the commissioning of the Turbocor chiller at sites.
- Responsible for the material planning of the Turbocor chiller.
- Monitoring Turbocor chillers through BMS system and doing fault tracking of the chiller and making fault records sheet for future reference.
- Involved in the testing of the logic for the new models of Turbocor chiller.
- Working on the service manual of the Turbocor compressor.
- Power analysis of the chiller and make report.
- Thermography of the machine and make report.
- Solving the field engineers query regarding the capacity and model of the HVAC equipment’s.
- (HVAC Industry)
Education
M.TECH - Control System
Veermata Jijabai Technological Institute
Mumbai01-2011
B. E - Instrumentation and Control
R.K.D.F. IST
Bhopal01-2008
Diploma - Electrical Engg.
Dr. B.R.Ambedkar Polytechnic college
Gwalior01-2004
SSC - undefined
KV
Shahdol01-2001
Skills
Friendly, positive attitude
Teamwork and collaboration
Customer service
Problem-solving
Team management
Time management
Multitasking Abilities
Supervision and leadership
Accomplishments
- Gold certified internal trainer for VRF (Voltas Limited).
- Certified trainer for Virtual training (Voltas limited)
Disclaimer
I hereby declare that information furnish above is true to the best of my knowledge & belief. Date: 2024-10-10 Place: Pune Name - Durbha Anand Kumar
Personal Profile
- Brief Profile: Philanthropist and Empathetic person with good leading capability
- Father’s Name: Late Durbha Satya Narayan Murty
- Mother’s Name: Mrs. Durbha Jaya Lakshmi
- Date of Birth: 28 March 1985
- Nationality: Indian
- Language Known: Hindi, English, Telegu
- Permanent Address: C-301, Suyog Aura, Motiram Nagar, Warje ,Pune-411058
- Strengths: Straight forwardness, Leadership, Adaptability and Confidence.
Timeline
Global Head – Customer Service Support & Control
Kirloskar Chillers Private limited
10.2025 - Current
Deputy General Manager – Engineering and services
Kirloskar Chillers Private limited
04.2024 - Current
Head-Customer care-Technical Support -VRF/PAC/Ductable unit/Oil free chiller/Electrical and BMS service team/Electronic repair center
Voltas Limited
04.2022 - 04.2024
Senior Manager-CC and R&D -VRF/PAC/Ductable unit/Oil free chiller/Electrical and BMS service team/Electronic repair center
Voltas Limited
04.2021 - 03.2022
Manager Grade-1-(Electrical/Control Department & Technical service group -VRF/PAC/Ductable unit/Oil free chiller)
Voltas Ltd.
07.2019 - 03.2021
ThaneManager – Grade 1 (Technical Service-TSG)
Voltas Ltd.
04.2017 - 06.2019
ThaneManager (Technical Service-TSG)
Voltas Ltd.
05.2015 - 03.2017
Deputy Manager (Technical Service-SSG)
Blue Star Ltd.
07.2014 - 05.2015
Assistant Manager (Technical Service-SSG)
Blue Star Ltd.
07.2011 - 06.2014
B. E - Instrumentation and Control
R.K.D.F. IST
Diploma - Electrical Engg.
Dr. B.R.Ambedkar Polytechnic college
SSC - undefined
KV
M.TECH - Control System
Veermata Jijabai Technological Institute