Ketan Panchal

Store Incharge (2006 ~ 2013)

• Handle 32 Franchise & SSD Dealers. (All products)
• Working of pending issues of franchise & SSDs & follow-ups for reducing Pending/ Rental
• Order processing, Order verification & Invoicing
• Material Forecasting thru SPM Module
• Maintain Stock per month based on Consumption
• Indenting & inventory handling, material receipt & issue
• Inventory management
• Maintain Fill Ratio against Order received from Franchise
• Same day shipping management
• Monthly stocktaking & Reconciliation
• Follow up with C & F agent for time-to-time delivery.
• Co-ordination between sales team & Dealers.
• Generating various type of MIS like Sales figure, Service revenue, outstanding amount, pending orders & invoicing, monitoring Collection (ADV /CMI / Outstanding)

Area Service Manager (2013~2015)

• Managed Service Delivery of 4 District of Gujarat -Ahmedabad, Gandhinagar, Sabarkatha and Kheda thru Franchise network
• Handling upcountry area and Dealer network
• Ensuring timely service to end user
• Handling of Day to day escalation of Customer and Dealer
• Ensure to Maintain RTAT.
• Customer complain Controlling and pending management.
• Focused on Pending Ratio
• Provide behavioural Trainings to Field Engineers
• Recruitment of Field Engineers at franchise thru ITI.
• Preparation of day to day MIS
• Maintain MSL at Service Centre End.
• Handling of franchise outstanding and AR Management
• Processing Monthly bill file of Franchise and timely payment

Direct Service Operation (2015~ till date)

• To Provide Customer service thru company Own Service Setup to Managed Service Operation of Ahmedabad
• Handling City area and Dealer network
• Resolved problems promptly to elevate customer approval.
• Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
• Handling of Day to day escalation of Customer and Dealer
• Ensure to Maintain Repair Turnaround time (RTAT) and Expected Failure Ratio (EFR)
• Manpower Management, Recruitment, Pay Roll management
• Team Reviews on KPI
• Maintain monthly productivity.
• Revenue generation through AMC and Accessories sales.
• Call Aging Analysis and Reduction
• Ensure for 100% Engineer Product Training Participation
• Reclaim Analysis and Reduction
• Maintain MSL & Monitoring
• Monthly Audit and Review
• Motivated, trained, and disciplined employees to maximize performance.
• Analyzed customer feedback data to identify areas of improvement and develop solutions.
• Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
• Increased customer satisfaction by addressing and resolving concerns in a timely manner.

• Inventory management, Maintaining Stock as per plan and indenting Control on movements of Inventory, Invoicing and monthly stocktaking
• Order processing (Sales & Service), order verification & Invoicing, Indenting & Inventory handling, material receipt & issue
• Followed up with C & F agent to ensure timely deliveries.
• Coordinated with sales team and dealers to enhance communication and collaboration.
• Generated various types of MIS reports, including sales figures, service revenue, and outstanding amounts, while monitoring collections and service-related metrics.
• Functional activities related to Vendor’s Invoices & its payments in AP module in ORACLE along with Applications to create Vendor Ageing.
• Banking Operations handling & Reconciliation / related MIS etc
• Assisted seniors with internal and statutory audits.
• Coordinated with cross-functional teams to streamline processes, fostering collaboration and communication.