Hemraj Bhardwaj
Senior Manager - After Sales Service
Mumbai,MH
Work Preference
Summary
Customer Service & After-Sales Operations professional with 15+ years of experience across leading mobile brands including vivo, Reliance Jio, Fero, Nokia, Huawei, Tecno, Byond, and Nokia Care. Skilled in service center operations, technical repair management, warehouse control, customer satisfaction, partner management, team leadership, and process improvements.
Overview
18
18
years of professional experience
3
3
Certifications
3
3
Language
Work History
Senior Manager – Service
Joinmay Mumbai Electronics Pvt. Ltd. (vivo India)
Mumbai
08.2019 - Current
- Oversee statewide customer service operations including service partner management and manpower planning.
- Manage customer complaints, escalations, TAT performance and overall satisfaction.
- Plan service camps, vivo service day activities and other initiatives.
- Setup and administer new service centers including location, agreements, vendors.
- Handle warehouse operations including spare parts & handset stock, MSL planning, logistics, defective dispatch.
- Maintain service center assets, equipment procurement and consumable distribution.
- Monitor work orders, parts consumption, repair aging and KPI-based team performance.
- Implement KPI, KRA, incentive and defective return policies.
Program Manager
iQor Global Services Ltd. (Reliance Jio Phone)
IMT Manesar
02.2019 - 07.2019
- Managed repair operations, spare planning, and repair program performance.
- Oversaw SLAs including TAT, quality metrics and safety norms.
- Conducted MIS analysis and drove process improvements.
- Trained technical teams and supported test/repair program setups.
Technical Manager
Midcom Limited (Tanzania)
07.2016 - 12.2018
- Ensured repair productivity and quality compliance.
- Managed refurbishment, rework, and component-level repairs.
- Trained staff on product knowledge and repair systems.
- Managed customer issues, DOA, reports and after-sales profitability.
- Products: Fero, Nokia, Huawei, Tecno
Service Manager (Mumbai & Konkan Region)
vivo Smartphones
10.2014 - 06.2016
- Established vivo exclusive service centers & ASPs.
- Managed ASP claims, invoicing and out-of-warranty collections.
- Forecasted spares, ensured TAT adherence, provided technical support.
- Led CRM data analysis and service performance reviews.
- Conducted audits and enforced policy compliance.
Senior Executive – Service
Adonis Electronics Pvt. Ltd.
11.2013 - 09.2014
- Managed repair & refurbishing activities.
- Provided technical query support to branches.
- Handled MIS, productivity reports and spares coordination.
Technical In-Charge
Byond Tech
New Delhi
09.2011 - 07.2013
- Managed service department operations including MIS, spares, DOA and refurbishing.
- Coordinated with vendors for spare production.
Senior L4 Engineer
Aroma Telecom
Mumbai
09.2010 - 07.2011
- Managed DOA units, TAT control and priority cases.
- Guided engineers and ensured quality delivery.
Engineer
Reconnect Mobiles (Nokia Care)
Johannesburg
06.2009 - 06.2010
Engineer
Bright Point India Pvt. Ltd. (Nokia Care)
Mumbai
01.2008 - 06.2009
Education
Executive MBA - Operations Management
United Business Institutes
BrusselsBachelor of Computer Applications (BCA) - undefined
Shivaji University
KolhapurDiploma in Electronics & Communication Engineering - ECE
BSF Polytechnic
Skills
Customer Service Management
Service Center Operations
Partner & Vendor Management
Repair & Refurbishment Operations
Spare Parts & Warehouse Control
Defect Management
Certification
Lean Management - Simplilearn
Achievements
Best Service Manager — vivo India, Best After-Sales Service Team Award — vivo Mumbai Region
Strengths
- Effective Communication
- Team Leadership
- Adaptability
- Process Orientation
- Strong Ownership & Accountability
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Elementary (A2)
Marathi
Elementary (A2)
Timeline
Lean Management - Simplilearn
04-2026
Project management Professional (PMP)
04-2026
Six Sigma Gren Belt
07-2020
Senior Manager – Service
Joinmay Mumbai Electronics Pvt. Ltd. (vivo India)
08.2019 - Current
Program Manager
iQor Global Services Ltd. (Reliance Jio Phone)
02.2019 - 07.2019
Technical Manager
Midcom Limited (Tanzania)
07.2016 - 12.2018
Service Manager (Mumbai & Konkan Region)
vivo Smartphones
10.2014 - 06.2016
Senior Executive – Service
Adonis Electronics Pvt. Ltd.
11.2013 - 09.2014
Technical In-Charge
Byond Tech
09.2011 - 07.2013
Senior L4 Engineer
Aroma Telecom
09.2010 - 07.2011
Engineer
Reconnect Mobiles (Nokia Care)
06.2009 - 06.2010
Engineer
Bright Point India Pvt. Ltd. (Nokia Care)
01.2008 - 06.2009
Bachelor of Computer Applications (BCA) - undefined
Shivaji University
Diploma in Electronics & Communication Engineering - ECE
BSF Polytechnic
Executive MBA - Operations Management
United Business Institutes