JAGSIR SINGH
Panchkula
Summary
Dynamic and results-driven Service Operations Leader with over 15 years of experience managing large multi-state service networks across consumer durables and public utility sectors. Demonstrated success in high-volume service delivery (15,000+ calls/month), TAT/FTR improvement, NPS/CSAT enhancement, and partner ROI optimisation. Proven record in service model transformation, cost optimisation, AMC & spares revenue growth, and team capability development. Adept at escalation governance, customer experience improvement, and driving a customer-first operational culture.
Overview
16
16
years of professional experience
Work History
Branch Service Manager
Orient Electric Ltd. (A CK Birla Group Company)
04.2024 - Current
- Leading service delivery for Punjab, Himachal Pradesh, and Jammu & Kashmir across Fans, Coolers, Geysers, Small Appliances, and premium brands (De'Longhi, Kenwood).
- Managing 15,000+ monthly service calls with full operational accountability.
- Leading 70 service franchises and 3 Area Service In-charges ensuring wide service coverage.
- Executed Master Distributor → Direct-to-Market (DTM) transformation improving TAT & productivity.
- Strengthened KPI delivery: TAT, FTR, NPS/CSAT, spare consumption accuracy.
- Implemented spare optimisation, claim governance, and audit-based process control.
- Collaborated with cross-functional teams to address systemic issues and improve product reliability.
- Conducted regional service-sales integrations, dealer meets & ASC motivation sessions.
- Executed structured, analytics-driven technical & behavioural training programs.
Area Service Head
Eureka Forbes Ltd., India
01.2022 - 04.2024
- Handled service operations for Water Purifiers, Vacuum Cleaners, Air Purifiers & Water Softeners across North India.
- Managed 9,000 calls/month, 5 Team Leaders & 45+ service partners.
- Stabilised and strengthened 60+ franchise partners, improving retention & service consistency.
- Achieved 100% monthly revenue targets through AMC & SPD sales.
- Delivered strong KPI performance (TAT, FTR, CSAT).
- Conducted analytics-led reviews improving hygiene & reducing revenue leakages.
- Built strong technical and soft-skill capabilities across the field workforce.
- Ensured partner profitability and process compliance.
Customer Service Officer
Hindustan Unilever Ltd. (PUREIT Division)
07.2015 - 01.2022
- Part of the core service leadership team managing one of North India's largest purifier service networks.
- Oversaw 40 Service Centres, 7 Team Leaders & 5 direct reports.
- Built and scaled networks in underserved regions improving service reach & TAT.
- Led recruitment, capability development & incentive framework for technicians & frontline teams.
- Delivered structured technical/customer-handling training improving FTR.
- Ensured retention of key commercial clients via proactive SLA delivery.
- Maintained 100% stock hygiene, CRM accuracy, MSL planning.
- Ensured rapid closure of critical escalations and VOC issues.
Service Operations Executive
Forbes Technosys Ltd., India
04.2010 - 07.2015
- Managed end-to-end service operations for large-scale public utility automation projects.
- Led a team of 85, including 6 coordinators across multiple sites.
- Managed manpower planning, field operations & technical support functions.
- Supported contract renewals & service-driven revenue growth.
- Enhanced system uptime via proactive maintenance planning.
- Managed proposal development, documentation & process compliance.
- Conducted payment follow-ups & assisted client onboarding.
- Represented company at seminars with presentations & technical papers.
Education
Master of Computer Science -
University of Rohtak
Rohtak, Haryana, India01.2007
Bachelor of Arts - undefined
M.G.D.A.V. College
Bathinda, Punjab, India01.2005
Skills
- MS Word, MS Excel, MS PowerPoint, Multimedia, FrontPage
- Internet Applications
- CRM, Service MIS & Reporting Tools
Core Competencies
- Branch Service Leadership & Governance
- Service Network Expansion & Franchise Management
- KPI Delivery: TAT, FTR, NPS, CSAT, SLA Compliance
- Escalation Management & VOC Improvement
- AMC, Spares & Aftermarket Revenue Growth
- Cost Optimisation & Claim Control
- Technical Training & Capability Building
- Multi-State Field Operations Management
- Process Excellence & Audit Compliance
- Cross-Functional Collaboration (Quality, SCM, R&D, Sales)
Languages
English
Punjabi
Hindi
Timeline
Branch Service Manager
Orient Electric Ltd. (A CK Birla Group Company)
04.2024 - Current
Area Service Head
Eureka Forbes Ltd., India
01.2022 - 04.2024
Customer Service Officer
Hindustan Unilever Ltd. (PUREIT Division)
07.2015 - 01.2022
Service Operations Executive
Forbes Technosys Ltd., India
04.2010 - 07.2015
Bachelor of Arts - undefined
M.G.D.A.V. College
Master of Computer Science -
University of Rohtak