Midhun P
Thrissur
Summary
Accomplished professional with extensive experience in service management and technical support within the telecommunications and electronics sectors. Proven ability to enhance operational efficiency, drive customer satisfaction, and lead diverse teams and projects. Excels in problem-solving, building strong relationships with partners and customers, and ensuring service quality.
Overview
15
15
years of professional experience
Work History
Area Service In-Charge
Reliance Jio Infocomm Ltd
Thrissur
03.2022 - Current
- Service In charge for service Operation of Thrissur, Palakkad and Malappuran Districts
- Handling 12 Jio Centre, 10 Jio Store and 70 Jio Point- Device Service Operation
- Identified, evaluated, and on boarded strategic partners for the installation of Airfiber products, expanding service capabilities and market reach.
- Developed and maintained strong relationships with home service partners, ensuring high standards of service delivery and customer satisfaction.
- Drove sales and installation activities through a network of home service partners.
- Managed and coordinated the surveillance product service across 59 Jio Points, ensuring timely resolution of technical issues by arranging field visit of DRS.
- Responsible for achieving DRS KPI and process adherence to maintain best customer satisfaction.
- Regular KPI Analysis & Monitoring within the team for the awareness and improvement.
- Ensure closure of all 'Escalated Cases' within 24 hrs as well as Monitoring Post Escalation follow ups.
- Conducting internal auditing on all JC/JP/JS service location & set team to follow the process & standards.
- Monitor the Field Failure Rates of defective product and follow-up with Technical Team.
- Ensuring the Repeat Repair Rate and Parts Consumption within the KPI Target limit.
Area Service Manager
Lava International Ltd
Cochin
03.2015 - 03.2022
- Managed Authorized L3 Service Partners across Kerala territory for the Lava & XOLO products.
- Responsible for Product knowledge training and repair skill improvement of service partner technician.
- Ensure to achieve Key result parameters (CPC, RR, TAT and NPS) as per business needs.
- Conduct scheduled/surprise audit, report observation and take corrective action for process adherence gaps at service center.
- Report quality failures with respect to the company's products to the quality control team for immediate corrective actions.
- Attending customer escalation and close the same within TAT.
- Responsible for partner interaction on a regular basis, growing and nurturing existing relationships.
- Ensure availability of spares from branch offices to service partner.
- Resolve service partner issues related to customer service, claim settlement etc.
- Maintain MSL of spare parts at ASP.
- Ensure smooth separation of Service Partner with all issues well settled before separation without impacting customer service.
- Channel visit and meet the Distributors, Dealers & Retailers to get the service feedback.
Technical Support Officer
Lava International Ltd
Noida
03.2015 - 05.2018
- Conducts training programs for RF repair engineers.
- Testing of golden samples units and make sure reliability and repair scope of device before launching in market.
- Ensure availability of service collateral materials of devices before product launching.
- Monitoring of product failure in newly launched device and establish continuous communication with ODM vendors to resolve product quality failure and prepare CAPA and ensure seamless operation of RF.
- Maintain SOPs of Repair Factory.
- Identify Scope of process improvements and coordinate with IT Team for new system developments.
Technical Lead
Mariam Electronics Pvt Ltd Samsung L4
10.2014 - 03.2015
- Monitoring of market failure in Samsung Hand Held Phones and do proper analysis to find root cause and reduce market failure.
- Analysis of Repeat Repair Phones and give guideline to repair engineers to achieve reliable repair quality.
BER Analyst
TVS ELECTRONICS Pvt Ltd NOKIA
New Delhi
09.2010 - 09.2014
- Analysis of scrapped handset and find further repair possibilities.
- Find technical issues leading to unnecessary scrapping of handset and resolve it.
- Find wrong practice of L2 centers through continuous evaluation of scraps and reporting to higher authorities.
Field Bounce Analyst
TVS ELECTRONICS Pvt Ltd NOKIA
New Delhi
09.2010 - 09.2014
- Proper study & analysis of Repeat Repair handset.
- The result will be reported to higher authority about specific issues in product and root cause of the same.
- Set up the EPA & ensure proper ESD checking is done before entering to EPA.
Repair Engineer
TVS ELECTRONICS Pvt Ltd NOKIA
New Delhi
09.2010 - 09.2014
- Troubleshooting of mobile phone's faults and configuring mobile device by Firmware Update & Energy Management Calibration, RF Calibration of mobile device.
- Target achieving with perfection of Key Performance Index (TAT, BOUNCE & BER).
Education
Diploma - Electronics Engg
S.S.M Polytechnic College
Tirur01.2009
S.S.L.C -
G.V.H.S.S Paravanna
Paravanna01.2006
Skills
- Teamwork
- Service operations
- Audit compliance
- Partner Management
- Customer Service
- Service Quality Assurance
- Leadership
Projects
RF ID Based Door control system, With unique security using Atmel AT89C51 8 bit Microcontroller. Power over Ethernet, Delivering Power for electronic device along data using Ethernet connection.
Languages
- English
- Malayalam
- Hindi
Personal Information
- Father's Name: Bhaskaran P
- Mother's Name: Radha P
- Date of Birth: 02/01/91
- Nationality: Indian
- Marital Status: Married
Timeline
Area Service In-Charge
Reliance Jio Infocomm Ltd
03.2022 - Current
Area Service Manager
Lava International Ltd
03.2015 - 03.2022
Technical Support Officer
Lava International Ltd
03.2015 - 05.2018
Technical Lead
Mariam Electronics Pvt Ltd Samsung L4
10.2014 - 03.2015
BER Analyst
TVS ELECTRONICS Pvt Ltd NOKIA
09.2010 - 09.2014
Field Bounce Analyst
TVS ELECTRONICS Pvt Ltd NOKIA
09.2010 - 09.2014
Repair Engineer
TVS ELECTRONICS Pvt Ltd NOKIA
09.2010 - 09.2014
Diploma - Electronics Engg
S.S.M Polytechnic College
S.S.L.C -
G.V.H.S.S Paravanna