Mohammed Farooque Ansari

Field Operation :-

• Responsible for high level of customer satisfaction
• Functional and disciplinary leadership of the Service Team
• Responsible for developing the personnel ensuring their motivation, continuous development and achievement against targets
• Coaching the technical-oriented Supervisors of today, to be customer-, service- and result- oriented Line Managers
• Selection of personnel,training and continuous qualification of the employees
• Dealing with complaints as well as a continuous supervision of the customer satisfaction
• Developing actions on the basis of provided market analysis. Creating the business plan including budget planning and budget control for the individual Service Supervisors and possibly for the various product groups, in order to allow a short-, intermediate- and long-term control of the regional Service Sector
• Service operation development
• Development of the service operations operating model to deliver business results.
• Ensure development of change/learning paths, frameworks, and content to build strong engagement, recognition, and drive across all service operations roles
• Develop and execute account strategies to achieve sales targets and objectives.

Service Repair :-

• Responsible for sales in the Service Sector
• Responsibility and monitoring of the sales results including a continuous analysis and coordination of the sales and return target in order to secure the portfolio (unit and value)

Securing NEB conversion:-

• Proactive process to ensure zero NEB conversions are lost
• Securing and extending the existing maintenance portfolio, pricing and profitability of the KONE Customers
• Monitored department operations to identify inefficiencies and process flaws, promptly managing change.
• Created various business strategies, designed to improve customer service, enhance growth and increase sales.
• Improved operations by providing extra training to inefficient, underachieving staff.
• Ensured customer service met high-quality standards by analysing staff performance and monitoring customer reviews.
• Collaborated with customers to discuss service needs and offer available solutions.
• Maintained excellent customer service by promptly following up on complaints and requests.

Customer Relationship Management :-

• Accountable for resolving customer service quality and for resolving customers invoicing complaints related maintenance operation.
• Accountable for customer satisfaction through quality of service and precise communication, for equipment safety and performance.
• Accountable for selling service repairs, for the sales lead volume, quality, and further processing of sales leads.

Service Operation : -

• Accountable for the end users, technician safety.
• Delivery of service according to the service contract requirement, the time limits, the KONE quality standards and the local regulation.
• Control on the field operation costs & responsible for call outs and service repairs sales.
• Accountable for solving and closing the open callouts and reacting in case of stopped equipment and/or safety issues.
• Timely completion of the planned maintenance visits, maintenance scheduling and optimized routing.
• Responsible for performing site audits, investigating accidents and following company policy on evidence custody and internal reporting.

Leadership / People management :-

• Accountable for the performance of assigned technician, motivation and competence development.
• Accountable for determining and checking technician performance objectives, managing technician absences and back up, and callout technician scheduling.
• Accountable for equipment assignment to technician and technician workload balancing.
• Responsible for defining the technician capacity need and for the technician hiring and selection process.
• Handling 14 service engineers of team and managing their shedule and route optimization.

• Commissions the lift in accordance with the agreed specification parameters
• Tests the lift in accordance with the relevant test document and KONE standard, Lift Directive and/or Design (Essential Health & Safety Requirements compliance) and Ensure that Lift is Electrically Safe.
• Takes measurements and completes the necessary documentation
• Carries out final inspection and signs the Final inspection document
• Reports the condition of the lift to the Installation Supervisor who is responsible for all the site activities.
• Takes part in meetings and work groups related to quality and technical issues.
• Responsible for the lift well security (safe for other trades and public etc) and safety of all persons involved in the installation activities during commissioning and testing of the lift.
• Random Technical Audit Ensuring that standards are being maintained and that the procedure id effective.
• Recording of all the problems (customer related, materials shortage, product quality related, any procedural related, sub-contractor related, execution related) faced in the project during commissioning of lifts and report the same to HO for further improvement actions.
• Report the skill gap of the Sub-Contractors to the Project Manager/Engineer for organizing necessary training.

• Carrying out testing/overhauling/servicing/rewinding/repairing work of Electric motors for 1 to 100 HP with the help of skilled technicians, fitters and labours both at workshop & at sites.
• Preparing and implementing action plans effectively to maximize overall equipment efficiency of production machines.
• Testing of Electric Motor can be done with Indian Standards and IEC standards.
• Perform all test i.e. routine test, type test, commissioning test and development test etc.
• Try to invent new things and design of Electric Motor to minimize losses of Induction Motor and improve the Efficiency of Electric Motor which will result in less consumption of Electrical Energy.
• Site visits for handling AC Motor complaints, and preparing site reports
• Preparing documentation of the work (testing, repairing, rewinding, overhauling, servicing)
• Planning and visiting customers for technical presentation of Motors (For technical features and energy saving capability of ELMO Brand High efficiency (IE2) and Premium Efficiency (IE3) motors)
• Providing pre-sales technical assistance for Electric Motors, and after-sales support service
• Handling client complaints for motors and solving them to ensure customer’s satisfaction
• Identifying & generating business opportunities for Electric Motors from OEMs and End Users.