Ishan Hanfi
Raipur
Summary
Field Service Manager with extensive experience at Xiaomi Technology India Pvt Ltd, specializing in operations management and customer service. Expertise in data analysis and strategic planning drives revenue growth and improves service quality. Proven ability to lead teams and conduct internal audits, ensuring compliance with KPIs and operational standards.
Overview
13
13
years of professional experience
Work History
Field Service Manager
Xiaomi Technology India Pvt Ltd
01.2019 - Current
- Commissioning the Service operations in CG currently and MP previously with a great Geographical knowledge
- Internal Audits at MI Mobile and CE ASCs for the Hygiene, Infrastructure, Process adherences, Inventory check and take actions by warning and penalties to ASC for non- adherence
- Establishing the new Network or Network change with the help of ASPs according to the market requirement and the feedback
- Customer service management by monitoring the service order and end to end follow up with Authorized service partner and Authorized service Centers to close the loop
- Implementation of all KPIs improvement and cost-efficient tasks at ASCs
- Regular meeting with the MI Distributors, Retail partners and MI Stores for resolving the service issues and soft Audits at MI dealers and give feedback to the sales team
- Regular meeting with ASP and ASC managers for understating and improving the issues generated in the market on day-to-day basis
- Coordinating with HO for the timely support required at ASCs
- Revenue generation from ASC through VAS (EW and Accessories sales and Buybacks)
Samsung Electronics India. Pvt. Ltd
01.2016 - 01.2019
- Year and 2 months, Technical help /Support /Training and Resolving technical queries and Issues of Samsung Authorizes Service Centers in Indore Region (Covering 23 Districts) and from 1st August 2017 in Raipur region (Covering 21 district)
- Product quality management by regularly collecting the issue from the MSCs through logs, sensing the issue and report to the HO and HQ
- Implementation of all CRRR and other KPI improvement task at MSC’s
- Regular meeting with MSC owners & ASM’s, BSM & BSSM for improvement/ feedback of service, Team
- Reliance JIO info-, ltd Bhopal (10 Months
SAP, Samsung
01.2015 - 01.2016
- CRM for creating TR, Service orders and Invoice for service and replacement of Handset
- Customer tracking and giving L1 and L2 solutions through repair and, SWAP and Software of LYF and Jio Fi Devices
- Quality issue sensing and reporting to the HO, Authorized Service Centre (2 year and 3 months
01.2013 - 01.2015
- Inventory management and working in GSPN platform Service tracking and handling customer issues
- L1 and L2 repairs along with SW and IMEI writing at devices
- Achievements
- Lead the OW spare project at Xiaomi from
Education
Bachelor of Engineering - ECE
Rajeev Gandhi Technical University
Bhopal01.2013
01.2012
HSSC - Science
01.2009
SSC - Science
Sofcon India Pvt
01.2007
Skills
- Power BI and MS Office
- Data analysis and presentation
- Business development
- Operations management
- Leadership skills
- Communication skills
- Multi-tasking
- Team building
- Strategic thinking
- Internal audits
- Service operations
- Customer service and support
- Quality management
- Process adherence
- Customer service
Timeline
Field Service Manager
Xiaomi Technology India Pvt Ltd
01.2019 - Current
Samsung Electronics India. Pvt. Ltd
01.2016 - 01.2019
SAP, Samsung
01.2015 - 01.2016
01.2013 - 01.2015
Bachelor of Engineering - ECE
Rajeev Gandhi Technical University
HSSC - Science
SSC - Science
Sofcon India Pvt
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