Mohanish S. Sawant
Service operations for field support and backend operations
Mumbai
Summary
Pursuing a significant position in a reputable company that promotes career advancement while utilizing a wealth of knowledge in service support, service management, and enhancing customer satisfaction in the consumer electronics field, preferably in Mumbai | Pune.
Overview
22
22
years of professional experience
3
3
Languages
Work History
Repair Factory Manager (PAN India) /Consumer (Service Operations)
TTE Technology India Pvt. Ltd.
03.2022 - Current
- Establish and manage seven repair factory partners network for (Pan India) to provide refurbished units (TV and Led Panel/Module) + PCB Repair)
- Implement a unique identification system for refurbished units to accurately track failures and prevent misuse in the open market
- Managing HA product (AC & Washing machine ( A class part ))Refurbushment ( PCB and Motor)
- Map the repair center/Factory for Field Support (service network)(Pan India).to Reduce Logistic and Asset Management cost to improve TAT
- Managing and maintaining Sop (For Repair Factory and A class Activity)
- Managing and maintaining partner KPIs and SLAs, ensuring timely completion of all warranty repairs (DOP & DAP) within SLA.
- Implement and monitoring the ELS and PDI process in logistic to control damaged % Customer unit.
- Providing training and guidelines to Warehouse team to identified and understand the Physical Spare part which help team on rewards Logistic
- Communicating with field team (ASM/RSM) and Spare team on Daily basis to improve TAT and Spare Support
- Monitoring and analyzing quality reports to reduce failure rates and ensure TAT adherence, coordinating with technical departments to address new product issues.
- Conducting audits of service partner premises and implementing improvements based on findings.
- Addressing escalations from service partners, social media, dealers, and distributors, providing training, and resolving outstanding issues.
- Leading spares planning, MSL management, and forward and reverse logistics.
National service Manager (Deputy Manager)/Consumer Electronics
Skyworth India Electronics Pvt. Ltd.
09.2018 - 03.2022
- Overseeing service support and service partner management to enhance customer satisfaction.
- Managing and maintaining partner KPIs and SLAs, ensuring timely completion of all warranty repairs (DOP & DAP) within SLA.
- Monitoring and analyzing quality reports to reduce failure rates and ensure TAT adherence, coordinating with technical departments to address new product issues.
- Conducting audits of service partner premises and implementing improvements based on findings.
- Addressing escalations from service partners, social media, dealers, and distributors, providing training, and resolving outstanding issues.
- Leading spares planning, MSL management, and forward and reverse logistics. Managing credit limits.
Regional service Manager (West Zone)/ Consumer Electronics
Haier Appliances India Pvt. Ltd.
08.2015 - 09.2018
- Managed service support for the West Zone (Maharashtra, Goa, Gujarat, MP) and service partner management.
- Oversaw Jio service support as the central SPOC, managing vendor and customer KPIs and SLAs.
- Handled ASC and operator (Jio) training, addressing pending issues and escalations, and managing customer complaints routed by operators and channel partners.
- Managed spares planning and MSL for West India and maintained credit limits for ASCs and partners.
- Conducted 'Happy Calls' to monitor and mitigate improper practices.
Regional service Manager (West India)
Alcatel One Touch Pvt. Ltd. (TCL)
07.2014 - 08.2015
- Managed service partners (RY, SALORA & Redington) across 83 service centers.
- Maintained credit limits for ASCs and partners, handled ASC and operator (IDEA & Reliance) training, and resolved pending issues.
- Addressed call center, operator, and ASC escalations, supported teams in resolving issues, & managed rework activities in West India.
Operations Head (West India) (Service Operations)
Pickmeindia Pvt. Ltd.
10.2013 - 07.2014
- Managed the registration of PickMe cards across India and led the field team in West India.
- Maintained open call reports for the customer care team, handled customer insurance claims, and managed TAT closure.
- Addressed call center and operator escalations, conducted operator training, and analyzed productivity reports to reduce TAT.
Regional service Manager & Technical Support (West India)
HUAWEI Technology Pvt. Ltd.
01.2010 - 10.2013
- Initially started as a Service Engineer and was quickly promoted to RSM & Technical Support Head for West India.
- Managed ASC escalations, MSL for West India, and appointed new ASCs per company guidelines.
- Analyzed productivity reports to reduce part consumption & TAT.
Service Engineer (Mobile & Laptop) (Service Operations)
Asus Technology Pvt. Ltd.
10.2008 - 12.2009
- Managed escalation issues from the customer care department and partner escalations, maintained stock records, and supported the store in-charge in closing ASC requirements.
- Led training to sales promoters and repaired PDA phones and laptops.
Team Leader (VSAT Service Operations)
Reliance (RIL) Project
02.2007 - 10.2008
- Led a team of six engineers in monitoring VSAT operations, providing L2 support for failures, and handling escalations.
- Acted as the Network Engineer for CMC Ltd. (A TATA Enterprise) Feb’07 – Oct’08
- Via consultants Mailstar Ltd. (Feb 2007 – Oct 2007)
- Via T&M Service Consulting Pvt. Ltd. (2007 – Oct 2008)
Senior Technical Specialist (Service Operations)
LG Electronics India Pvt. Ltd.
08.2003 - 02.2007
- Managed and controlled the technical department and customer care team, addressing escalations.
- Maintained office LAN and internet connections, managed mail servers, proxy servers, and provided technical support for branded computers like HP, IBM, etc.
- (via M/S Hello World - Authorized Service Center of LG)
Education
Degree - Computer IT
Dnyanda Dynapeeth
01.2011
Diploma - Computer IT
Dnyaneshwar Vidyapeeth
01.2003
Skills
- Customer service optimization
- Enhancing service standards
- Operational service support
- Operations management
- Process optimization
- Team management
- Workflow optimization
- Competitive analysis skills
- Risk analysis expertise
- Organizational strategy
- Data-driven performance assessment
- Vendor Management
Awards
Successfully reduced failure rates by 60% through proactive quality analysis., Implemented training programs resulting in 80% improvement in partner performance., Optimized spares planning, reducing operational costs by 68%., Received accolades for outstanding customer service and issue resolution., Led corporate customer escalations, enhanced brand reputation.
Disclaimer
Place: Mumbai Date: Signature
Timeline
Repair Factory Manager (PAN India) /Consumer (Service Operations)
TTE Technology India Pvt. Ltd.
03.2022 - Current
National service Manager (Deputy Manager)/Consumer Electronics
Skyworth India Electronics Pvt. Ltd.
09.2018 - 03.2022
Regional service Manager (West Zone)/ Consumer Electronics
Haier Appliances India Pvt. Ltd.
08.2015 - 09.2018
Regional service Manager (West India)
Alcatel One Touch Pvt. Ltd. (TCL)
07.2014 - 08.2015
Operations Head (West India) (Service Operations)
Pickmeindia Pvt. Ltd.
10.2013 - 07.2014
Regional service Manager & Technical Support (West India)
HUAWEI Technology Pvt. Ltd.
01.2010 - 10.2013
Service Engineer (Mobile & Laptop) (Service Operations)
Asus Technology Pvt. Ltd.
10.2008 - 12.2009
Team Leader (VSAT Service Operations)
Reliance (RIL) Project
02.2007 - 10.2008
Senior Technical Specialist (Service Operations)
LG Electronics India Pvt. Ltd.
08.2003 - 02.2007
Diploma - Computer IT
Dnyaneshwar Vidyapeeth
Degree - Computer IT
Dnyanda Dynapeeth
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