Nagaraj K.M.
Service Manager - Branch
Bangalore
Summary
Career Overview Dependable hard-working Service Manager with over 15 years of experience in analytical instruments, installation, maintenance, and repair leadership. Proven mentor trainer of multidisciplinary teams in line with aggressive performance metrics. Enhances service center reputations by accepting ownership for accomplishing new and different requests; always explores opportunities to add value to job accomplishments.
Overview
16
16
years of professional experience
8
8
years of post-secondary education
Work History
Branch - Service Manager
Metrohm India Private Limited
VISAKHAPATNAM
03.2017 - Current
- Customer relationship management (CRM)
- Complaint handling process
- Stages: Transport, Consignment verification, Pre-installation requests, site inspection, installation, and Warranty / non-warranty
- Root cause analysis of all complaints and progressing it through the setup
- Installation and commissioning as and when required
- Monitoring all escalations for the week like installation/service
- Performance monitoring of new products for at least a year from launch
- Service quality, service loyalty, customer care, and satisfaction
- Preventive and breakdown maintenance
- Technical assistance
- Customer training
- Customer satisfaction survey
- Spare parts distribution including revenue generation
- Annual maintenance contract
- Resource planning
- Dealer support on the service/AMC’s/Installation/Maintenance
- Service center’s handling
- Training and planning of all resources in the team
- Product improvement
- Feedback mechanism
- Timely delivery
- Customer retention
- Value-added service
- Statutory compliance, safety, SOP, procedures, ISO documentation
- Responsibilities:
- Installation, performance maintenance, troubleshoot, and support Metrohm / Foss products / Biotage products like pH meters, Conductivity meters, Auto Titrators, KF Titrators, Coulometers, Ion Chromatography, Stability equipment, NIR equipment’s, Flash chromatography, Microwave synthesizers, peptide synthesizers, Vacuum dryers, Solvent evaporators, UV Vis spectrophotometers
- Team planning, monitoring the activity executed, report collection, crm monitoring, accomplishing the set target of service and spares
- Establish and maintain effective relationships with external and internal customers ensuring their success
- Manage customer expectations, by communicating work performed and providing follow up plan if needed
- Ensure customer compliance regulations are followed
- Deliver system level training at customer sites
- Managing service inventory according to Metrohm policies
- Issue field service reports daily to document work performed
- Maintain sound knowledge regarding the technology and customers' application demands
- Work with Sales team in respect to identifying future business development opportunities and needs for service contract sales
- Ensure that quality system procedures and Health & Safety standards are adhered to at all times.
- Recruited and developed employees for the service department
- Assisted in organizing and overseeing assignments to drive operational excellence
- Recruited and developed employees for service department
Assistant Product Specialist For Biotage Products
Metrohm India Private Limited
Bangalore
03.2011 - 02.2017
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Prepared variety of different written communications, reports and documents.
- Monitored company inventory to keep stock levels and databases updated.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Contacted clients to verify account information and maintain accuracy, resulting in client satisfaction.
- Communicated professionally with colleagues, freelancers and clients.
- Trained staff on operating procedures and company services.
- Onboarded new employees with training and new hire documentation.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Evaluated suppliers to maintain cost controls and improve operations.
- Cross-trained existing employees to maximize team agility and performance.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Recruited and hired top performers to add talent and value to department.
Service Executive
Metrohm India Private Limited
Bangalore
04.2007 - 07.2011
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
Timeline
Branch - Service Manager
Metrohm India Private Limited
03.2017 - Current
Assistant Product Specialist For Biotage Products
Metrohm India Private Limited
03.2011 - 02.2017
Bachelor of Science - B.Tech Electronics And Telecommunication
Karnataka State Open University
01.2010 - 12.2014
Service Executive
Metrohm India Private Limited
04.2007 - 07.2011
Diploma in Electronics And Telecommunication -
Acharya Institutes
06.1999 - 06.2002
Education
Diploma in Electronics And Telecommunication -
Acharya Institutes
Bangalore 06.1999 - 06.2002
Bachelor of Science - B.Tech Electronics And Telecommunication
Karnataka State Open University
Mysore 01.2010 - 12.2014
Skills
Customer service and care
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