Gajender Bhargava

1. Service Delivery:

· Responsible for Branch Service Operations.

· Daily call monitoring and ensuring resolution on time.

· CRM monitoring and Review for Warranty and AMC customer.

· Planning of Required number of Field Engineers at SSD/ASP based on call load warranty/out of warranty and AMC unit population.

· Ensure Minimum level of spares parts are kept by SSD/ASP for warranty/out of warranty and AMC service.

· Escalated call resolution on time.

· Audit of selected calls to verify customer satisfaction levels.

· Monthly sign off of defective stock/ open cases resolution.

· Troubleshooting of selected calls through ASP and SSD

2. SSD/ASP Development:

· Development and review of SSD/ASP System and processes.

· Training of CRM software/Mobile App and drive commissioning of products in CRM

· ASP/SSD upgradation – Tools, Infrastructure, Uniform, ID card etc.

· Sharing of relevant Product Technical specification with SSD/ASPs

3. Direct SSD/ASP / Modern Retail / Distributors:

· Installations tie up of ASP with direct Dealer /Sub Dealer of distributors

· Monitoring of installation quality of ASP

· Training of Free lancers installers for quality installations

· Appointment of ASP in one’s territory so as to ensure SLA is met

· Mapping of ASP territory for installation direct dealer / Sub dealer of Distributors.

4. Customer Contact: Regular meetings with Key customer’s to ensure desired levels of Service

5. Service Business: Responsible for Service business targets and BR collection (AMC /Spares/ One time repairs)

6. Training: Responsible for Training of SSD/ASP Field Engineers on continuous basis

7. Quality Feedback: Reporting of Field quality feedback to Plant for improvements

Job Explanation and Executive Highlights

· Work as a Branch Service Manager.

· Development of Network as per the Sales requirement and also handling Team of 3 Area Service In charge / Coordinators / 22 ASPs / 3 SSD / 10 Distributors / 120 Dealers / Average Calls 8000 Per Month.

· Monitoring the ASCs for Cost/ Quality/ Response/ MSL (Spare Parts).

· Weekly review of ASI and ASC on KPI and revenue Achievement.

· Focus on Annual Maintenance Contracts.

· Monitor and resolve customer pending issues by tracking ASC repair jobs on a daily basis.

· Dealer Meet with the relevant sales team.

· Dealer’s defective stock clearance on monthly bases.

· Coordinate with local Distributors, dealers & Brand shop to provide solution to all service issues.

· Perform monthly claim processing by validating the ASC job sheets (In Warranty & Out of warranty Jobs).

· Information all product quality issues to respective Product Manager based at HO.

· Organize monthly Product training for LC , VRF ,H.A & C.E Engineers.

. Track record of always achieving Revenue Target and Defined Operational KRA.

. An effective point of contact for all customers, ensuring speedy resolution of queries & grievances to maximize customer satisfaction levels.

• Independent Territory: Chandigarh Tri City Chandigarh / Himachal Pardesh / Jammu and Kashmir.
• Special Achievement in : Appointed : 14 Nos. New Asp /Asc Network in my Territory.
• Only 4 Asp were Old.

• Division : Customer Service Operations.
• Independent Territory: Chandigarh Tri City / Haryana / Himachal Pradesh.
• Special Achievement in : Appointed Three New ASP in Chandigarh , One New ASP in Kangra H.P. and Four New Franchise appointed in Haryana. Kurukshetra / Kaithal / Jind / Mahendergarh .
• One New Service person appointed in Karnal on Company Pay role.

• Division : After Sales Services.
• Independent Territory: Patiala DSC with 5 District of Punjab, Patiala, Sangrur , Barnala , Fatehgarh Sahab, Zirakpur.
• Special Achievement in LEEL: Promotion from Sr. Executive to Assist. Service Manager to Deputy Manger within two year with 22% Growth.
• Member of Legal Team: Stop Duplicity of Appliances for North India.

• Division : Customer Service
• Territory : Dubai , Sharjah , Abu Dhabhi and Al Ain.
• Products ; Air Conditioners Light Commercial and VRF, Home Appliances Multiple Brands.
• AMC, Quotations , PO , Payment collection and coordination with clients and with Site team , Fulfill their spare parts Tools and other site related requirement. Fix appointment and Schedule service PMS.
• Arrange vendors or free lancers and make contracts with them.

• Responsibilities: INCHARGE SALE AFTER SERVICE FOR (C.E, H.A and S.H.A) THREE DISTT. HISAR, SIRSA & FATIABAD A PART OF HARYANA STATE WITH THREE SERVICE CENTERS
• Products : Airconditioners , Home Appliances , Small Appliances and Consumer Durables.
• Managed and resolved customer complaints to support positive service experience resulting in business loyalty.
• Operated with high-quality service as core focus of business to drive exceptional sales growth.
• Resolved customer complaints regarding sales and service.
• Supported sales team members to drive growth and development.
• Coordinated Daily Field Reports (DFRs) and distributed to clients.

• Division : Customer Service
• Team Leader : Field Team for Dubai , Sharjha , Al Ain and Abu Dhabi.
• Customer Relationship Training - Organized by Jumbo Electronics Co.
• LCD Technical Training – Organized by Sony Gulf , Dubai
• Product Handling :Refrigerator , Gas Cooker , Chest Freezer Training – Supra Industrial Co. , Dubai
• LCD, PLASMA ,MUSIC SYSTEM, SERVICING TRAINING-Organized by LG electronics CO. India
• Received technically training for Plasma & LCD (BRAVIA) from SONY Gulf, Dubai.

Responsibilities: Handling the servicing of CRT TV, LCD TV & Plasma Monitor

• Handling the servicing of Projection TV.
• Handling the servicing of Audio System.
• Handling the servicing of Home Appliances

• Electronics and Communication.

• Basic Computers and MS Office.

• Electronics Mech. Radio and Television.

• Refrigeration and Air Conditioning.

• Electronics , Radio and Television