JAYAWANT UTEKAR
Customer Service Manager
Mumbai
Summary
Dynamic and accomplished Technical Support / Service Delivery Manager /Project Management with 26 years of experience in different fields like, Printing, Office automation, Consumer electronics & IT industry. With Valid USA B1/B2 visa and valid Gulf Driving License. OBJECTIVE: Seeking to be a Service Delivery Manager / Project Manager/ Technical Support with a well-established organization in the Office Automation /Consumer Electronics/ IT / ITes sector, by utilizing the following strengths... Efficient Team Player, combining sound Technical Skills, communication, interpersonal, training and problem-solving skills with analytical capability to enhance organizational performance. Demonstrated exposure in Spares Management, service planning, service delivery operations, inventory & contract management and logistics and channel partner management. Expertise in project management, service delivery management, pre& post-sales, business development, client support, customer relationship management and team management.
Overview
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1
Language
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Certification
36
36
years of professional experience
Work History
Regional Service Manager
KMI Business Technology Pvt.Ltd
04.2025 - 04.2026
- Looking after Service SLA, part management, engineer development plan, training's, technical support & Coordination with Konica Minolta India & over all service operation for West Region. Handling a team of around 12 engineers in the west region.Also support to the customer call / machine repair support to Engineer.
- This the oldest Company in India who is dealing with Konica Minolta digital printing machines, Sales and service partner specialized in Production printing machines.
- Rejoined after 5 and Half year as wanted to come back to Mumbai , to join the family. ( Redesignated recently and looking for new job offering )
Field Technical Specialist
HP (Hewlett-Packard) India Sales Pvt. Ltd
09.2019 - 04.2025
- Trained in USA, Corvallis Oregon, Looking after Service SLA, part management, operator development plan, training's, Technical support & Coordination with HP Singapore and USA & over all service operation for Heavy duty printing press. Printing books for Amazon and Flip-kart for Asia-Pacific. Dealing with Tecnuau Italy based company service support and Spares support vendor for HP India for the number of instruments in contract with HP installed with HP Press. Looking after Tecnuau parts order / Custom clearance / Bill of Entry at custom clearance / Submitting Line of action as all duty paid by our head office at Singapore / Our HP account in Singapore / Part delivery / Payment processing for Tecnuau with HP payment team submitting All documents / Payment follow up and keep account clear for payment on time. At the same time keeping touch with Tecnuau Italy service support online and all technical communications.
- Worlds one of the best IT companies. This the oldest Company in India who is dealing with PC Laptops Printers & Digital printing machines, Sales and service partner specialized in Production printing machines.
- Job location Dharuhera , Rewari 45 KM from Gurgaon
Regional Service Manager
KMI Business Technology Pvt.Ltd
08.2018 - 09.2019
- Looking after Service SLA, part management, engineer development plan, training's, technical support & Coordination with Konica Minolta India & over all service operation for West Region. Handling a team of around 12 engineers in the west region.
- This the oldest Company in India who is dealing with Konica Minolta digital printing machines, Sales and service partner specialized in Production printing machines.
Project Faculty Manager
Space-Age Consultants PVT LTD.
12.2017 - 07.2018
- To assist the several construction/ IT projects in hand.
- From Dec 2017 to July 2018 worked for Family Business, company name Space-Age Consultants PVT LTD.
National Technical Head
Ricoh India Ltd
08.2013 - 11.2017
- Joined Ricoh India as National Technical head for PP and had successful career for last 4 years.
- Specialized in Continuous Feed Production Printers Color and Mono. 10 years experienced on Technical. & financial aspects on CF.
- Headed the country technical team for PP, delivered best technical support and managed almost 500 customers, with a team size of 50 engineer’s, 3 Regional Technical support & one Software support engineer.
- Monitored service performance & Financials for high Gross profit for all the PP machines in the country.
- Have several product training's in Singapore and imparted to local engineers and RTS as a trainer.
- Re-engineered the spare parts management and inventory control system to reduce the overall cost of repair.
- Effectively launched and supported all the PP product launched in the country for last 4 years.
- Had effective communications with Ricoh Singapore and Ricoh USA for product performance and technical support.
- Involved in recruitment of all technical person and part of man management team in the Country for PP division.
- Ricoh is one of the world’s leading suppliers of office automation equipment, including copiers, facsimiles machines, data processing systems, and related supplies. Ricoh is also renowned for its state-of-art electronic devices and photographic equipment. Ricoh is present in India for over 37 years and operates through a robust pan-India network of 17 offices and over 1,000 business partners. What sets Ricoh apart is that it delivers not only a wide array of products and solutions, but consistent service levels across the globe.
Location Service Manager
Xerox India Ltd
08.2011 - 12.2012
- Joined Xerox India Service Manager Delhi NCR, promoted to Location Service Manager-North region. Looked after HDFC project North Region.
- Headed the technical contact center and service delivery operations, delivered technical support and managed 4500 customers, with a team size of 40 people.
- Handled key programs like Contract penetration, call closure, first time resolution, service delivery, SLA management, partner performance management.
- Monitored service performance delivered to all customers including 30 high revenue key accounts.
- Managed performance of 25 partners and direct teams across the North region.
- Re-engineered the whole service delivery process, spare parts management and inventory control system.
- Effectively planned and organized field support resources including resident engineer deployment and optimization of resources.
- Organized a management workshop to develop a new delivery model and ensured enhancement in monitoring and controlling the service delivery performance.
- Conducted performance review of partners with the field team, identified areas of improvement, logged them into PI matrix and facilitated performance through various steps.
- Involved in the planning and developing a High Availability Service as a separate high demanding offering by the Technical Support team.
- Involved in project planning & implementation, process, documentation, installation, transition management, technical support and contract management.
- Ensuring system / process improvement in every project by using the organization’s portfolio management process and evaluating project success by using MBF.
- Ensured revenue management system performance for all projects run by the Business division.
- A leading Office Automation, Printing and Software Solutions Provider company and well recognized in the area of production and work group printing industry.
Regional Head Technical Support
InfoPrint Solutions Co. Pvt. Ltd.
11.2007 - 08.2011
- Joined Info-Print Solutions as a Regional Head Technical Support, reporting to the Country Service Head.
- Looked after regional activities (North), worked as Technical Support for Mono / Color CF printers. Worked on IBM servers & blade center. Trained in USA on IBM Color CF printers and servers.
- Job involves Tech Support, Escalation & coordination with US Technical team for all Info Print printers & IBM Print servers which includes CF, Cut sheet (90 ppm), Color Printers, Industrial & Work group printers in North region & support to other region.
- Handled the responsibility of developing the company software and services business through various new clients and existing customers across the country.
- Identified business transformation opportunities in defined and targeted industry verticals.
- Run through the complete implementation cycle along with the delivery and solution team and ensure completion of the project.
- Worked as Project leader (Airtel Bill printing) Technical aspects & managed group of engineer.
- Involved in the implementation of a large document output management project and establishing a central PMO, governing the project structuring, planning, implementing and transit to operation.
- Responsible for ensuring SLA management, delivering timely technical support, maintaining customer relationship and GP.
- Achieved key milestones in the implementation of both hardware and software for the business transition.
- Liaised with various hardware, software, sales, presales and global support teams for ensuring seamless project delivery.
- Joint venture of IBM / RICOH, Gurgaon
Specialist Engineer
Xerox India- Mumbai
10.2005 - 11.2007
- Joined Xerox as Specialist Engineer, worked in various capabilities to be Specialist Service Operations in Xerox India.
- Led a service delivery team including service partners and direct engineers, reported to the Location Service Manager and steered the entire service delivery operations for the region.
- Monitored customer service performance in as per assigned SLA and contract management and attained service revenue.
- Reviewed account in the region, gathered feedback and suggested recommendations for improvement.
- Planed manpower and material resource and handled channel partner performance management and field competency level improvement.
- Managed margin improvement and implementation of new service offering in the Office Automation Support division.
- Handled logistics, inventory, spare-parts control and contract management.
- Impacted technical & soft skills training to the Field Engineers.
- Involved in executing a quality project for removing delta from the potential call order-cash cycle including a Remote Call Resolution project.
- A leading Office Automation Printing & Software Solutions Provider company and well recognized in the area of production and work group printing industry.
Technical Supervisor
Jumbo Electronics
06.2003 - 10.2005
- Reported to the Customer Service Manager, functioned as a Group Coordinator for a team of Engineers in a Self-Managed Work Group structure and managed customers.
- Handled & resolved customer complaints, provided technical support & quality service delivery, attained customer satisfaction, ensured repeat business and compliance with SLA.
- Worked and specialized on Ricoh Color Printers & Copiers
- Monitored and tracked product performance and highlighted issues to the product teams for product & service improvement.
- Mentored & motivated team members and monitored team performance of the Group.
- The Company is Sole Distributor for world class brands in office Automation and consumer electronics like Ricoh, Brother, Sony and Supra in UAE & Being the market leader of Office products in MEast.
Sr. Service Engineer
GENETCO
11.1998 - 05.2003
- Looked after all Canon Color Copiers and Sanyo products installed in Oman. Being trained & specialized on some of the latest Digital Copiers & Digital Solutions (GP series & IR series), Color Copiers & Color Printing Systems (CLC, IR & CP series).
- Worked on Multifunctional Machines, Fax, Printers, scanners & some of the heavy-duty Canon analog copiers. Also Responsible for AMC targets and Business Support in Designated area. Was part of the several product training's conducted for Canon product in Canon M E, Dubai.
- The Company is Sole Distributor for leading brands like Canon, Sanyo, Mitsubishi, Grundig, etc. & belongs to one of the biggest group of companies in Oman 'Towell Group'.
Specialist Engineer
Modi Xerox - Mumbai
MUMBAI, Maharashtra
12.1991 - 10.1998
- Was handling the range of Xerox Color Copiers, Color Servers (Fiery & Splash) & the accessories. Was fully responsible for all the Color Copiers installed in Mumbai (South). Trained & worked on all the color products launched in Modi Xerox till Nov. 1998. Trained & worked on Xerox Color & B&W Laser Printers, mid volume Copiers & Fax machines.
- Coordinated the SMWGroup LIB’93 as work group coordinator as Technical Coordinator Color Copier & being conducting training for new color copier engineer.
- A leading Office Automation and Copier company in India
Test Engineer
Digital Electronics LTD
04.1990 - 11.1991
- Supported setup, testing, and repair of digital graphic plotters, digitizers, and timekeeping systems. Assisted production operations and field service activities as needed. Helped maintain quality control standards during inspection work. Used AutoCAD software for plotter testing and worked with Houston Instruments USA collaboration.
Education
DIPLOMA - Electronics & Computer Engineering
Mumbai University, Vivekananda College, Chembur
Chembur07-1989
Accomplishments
- Received Trophy for the Best performance in first 2 years in HP
- Received Trophy for the successful completion of carrier in HP for 5 years
- Awarded HONOURS CLUB (Grand Slam) 1994, visited to Amsterdam, for my performance on the regional level during the year 1994 by MODI XEROX
- Received CENTRE STAGE AWARD in March 1994 from Mr. Sandeep Mathur, GM MODI XEROX
- Received BRASS TRACK’93 for my performance during the year 1993 in M.X.
- Appreciation letter received from Mr. K.G. PILLAI, RSM of M X for liquidating maximum calls in crises situation, in July 1993
- Received Appreciation letter from CSM, M.X for solving critical problems of plane paper fax.
- Received Certificate of Excellence from Mr. Ramchandran, DGM CBU (W), MODI XEROX for the CSMS performance in 1997
- Received a letter of appreciation from PSM-COLOR, Mr. Arvind Nayan of MODI XEROX, and Delhi for the Color Copier performance in Mumbai during the year 1996.
- Best Performance Revenue 2006 Xerox Mumbai: Awarded with Leisure Visit to Egypt
- Best PP product performance award for Ricoh Singapore in 2015.
Certification
Trainings Attended in Xerox, Leadership Through Quality (TQM), Self-Managed Work Group (SMWG), First Level Management Development Program, Digit 3 Certification (Certification of Engineers in sales support for their essential networking awareness)
Professional Development
- Trainings Imparted
- Various Products Trainings
- Advance level induction program for new Engineers and Partner Engineers
- Self-Managed Work Group Training
- Personality Development Program for Partner Engineers
- Problem Solving Process, Tools and Methodologies
Personal Particulars
- Date of Birth: 28th July 1969
- Languages Know: English, Hindi and Marathi
- Contact Address: 609 / C wing Nataraj Building, Mulund West , Mumbai 400080
- Mobile number & Mail ID: +919819750427/ jaywantutekar@gmail.com
Timeline
Regional Service Manager
KMI Business Technology Pvt.Ltd
04.2025 - 04.2026
Field Technical Specialist
HP (Hewlett-Packard) India Sales Pvt. Ltd
09.2019 - 04.2025
Regional Service Manager
KMI Business Technology Pvt.Ltd
08.2018 - 09.2019
Project Faculty Manager
Space-Age Consultants PVT LTD.
12.2017 - 07.2018
National Technical Head
Ricoh India Ltd
08.2013 - 11.2017
Location Service Manager
Xerox India Ltd
08.2011 - 12.2012
Regional Head Technical Support
InfoPrint Solutions Co. Pvt. Ltd.
11.2007 - 08.2011
Specialist Engineer
Xerox India- Mumbai
10.2005 - 11.2007
Technical Supervisor
Jumbo Electronics
06.2003 - 10.2005
Sr. Service Engineer
GENETCO
11.1998 - 05.2003
Specialist Engineer
Modi Xerox - Mumbai
12.1991 - 10.1998
Test Engineer
Digital Electronics LTD
04.1990 - 11.1991
DIPLOMA - Electronics & Computer Engineering
Mumbai University, Vivekananda College, Chembur