Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kartikesh Dubey

Service Manager
Mumbai,MH

Summary


Experienced with optimizing service operations and improving customer satisfaction. Utilizes team leadership and strategic planning to enhance service delivery. Track record of problem-solving and effective communication in high-pressure environments.

Overview

8
8
years of professional experience

Work History

Service Manager

IFB Industries
09.2024 - Current


  • Managing operations across 9 service centers, handling a cumulative call load of 4,500+ service requests per month.
  • Strategically plan and expand the service network in collaboration with the Sales Department to support business growth.
  • Set up new Authorized Service Centers (ASC), providing guidance and support to achieve key service performance parameters.
  • Ensure adherence to critical service metrics, including (TAT), (KPIs), revenue targets, and Service Return Notes (SRN) management from both dealers and distributors.
  • Offer technical support and training to all service centers to maintain service quality and operational excellence.
  • Collect and analyze field failure data across various products, coordinating with the Head Office (HO) for quality improvements and product feedback.
  • Support ASCs with spare parts management, technical query resolution, payment processing, and ensure timely spare parts replenishment.
  • Focus on achieving total customer, dealer, and distributor satisfaction through proactive technical support and solution delivery.
  • Perform regular dealer and distributor visits to strengthen relationships and ensure service standards.
  • Resolved customer complaints in professional and timely manner.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.

ASM

Reliance Digital
05.2021 - 08.2024
  • Manage all Service Centers (HHP and CE) in the designated area, ensuring weekly performance adherence and improvements.
  • Ensure effective service infrastructure is available across the ASC (Authorized Service Center) network.
  • Review Happy Call Reports daily and implement corrective actions to improve customer service perception.
  • Ensure timely recruitment and availability of trained manpower in ASCs.
  • Study and review the Minutes of Meeting (MOM) from Sales and Service teams weekly and resolve pending issues.
  • Monitor and review Minimum Stock Levels (MSL) at ASCs, coordinating with the Branch Store In-charge for necessary actions.
  • Visit every ASC and potential dealers/distributors once a month to resolve urgent (burning) and long-pending issues in consultation with the Branch Service Manager and Zonal Service Manager.
  • Submit requirements for technical training and new model launches to Product Trainers and organize skill upgrade programs for Service Engineers.
  • Track and record spares consumption for In-Warranty (I/W), Out-of-Warranty (O/W), defective clearances, and workshop repairs separately; ensure MSL maintenance at ASC/DSC to avoid delays in service closure.

Service Incharge

LG Electronics
09.2017 - 02.2021
  • Managing Service Center Operations:
    Efficiently handle day-to-day service center activities, including assigning service calls to field technicians and ensuring timely resolution of customer complaints.
  • Achieving Service Center KPIs:
    Consistently meet and exceed service center Key Performance Indicators (KPIs) through effective coordination and support for field technicians.
  • Escalation Management:
    Proactively address issues to prevent escalations and maintain high customer satisfaction levels.
  • Timely Handling of Parts and Returns:
    Ensure the prompt return of fresh defective parts, fresh returns, and all defective parts to the company as per defined timelines and procedures.
  • Service Center Account Management:
    Oversee service center financials, including SPU (Service Parts Unit) purchases, GST filing, and maintaining accurate records of all financial transactions.

Education

Bachelor of Engineering (B.E.) - Electronic Engineering

Pillai College of Engineering
New Panvel
04.2001 -

Skills

Customer service

Relationship building

Customer service management

Problem-solving

Team leadership

Positive attitude

Workflow management

Technical support

Timeline

Service Manager

IFB Industries
09.2024 - Current

ASM

Reliance Digital
05.2021 - 08.2024

Service Incharge

LG Electronics
09.2017 - 02.2021

Bachelor of Engineering (B.E.) - Electronic Engineering

Pillai College of Engineering
04.2001 -

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Kartikesh DubeyService Manager