Nitin Sharma
Field Technical Services
Delhi
Summary
Results-driven technical manager specializing in team coordination and operational integration. Extensive experience in ensuring seamless operations within corporate office environments. Strong budget management capabilities aimed at maximizing departmental efficiency. Seeking to apply skills to lead and innovate within the technical department.
Overview
16
16
years of professional experience
3
3
Languages
Work History
Senior Manager – Technical Services (PAN India)
Hafele India Pvt. Ltd.
03.2024 - Current
- Leading PAN India Technical Service Operations across Appliances & Electronic Security Solutions.
- Managing manpower planning, service OPEX budget, SLA/TAT adherence, and CSAT performance.
- Driving vendor & service partner governance ensuring business growth for organization and partners.
- Monitoring KPIs: TAT, SLA, CSAT, Repeat %, Cost per Call, Productivity.
- Handling critical escalations and ensuring first-time-resolution improvement.
- Driving revenue through AMC, OWC services, and value-added technical offerings.
- Achievements TAT from 44% to 86% C-Sat 76% to 92% NPS 66% to 84% Business growth 30% YOY in 2 year horizon.
- Corporate Head Office
Trade Asset Optimization Manager-Technical Services
Nestle India Pvt Ltd
10.2022 - 03.2024
- Ensuring the efficient management of Nestle India's trade assets, specifically focusing on flawless service execution to drive sustainable growth in the Beverage Business and Optimizing the Return on Investment (ROI) of the machines based on Nestle's model.
- Managing service for a substantial portfolio of approximately 35,000 Nestle-India Trade Asset machines.
- Overseeing Nestle Professional's Capital Expenditure (CAPEX) of around 150 million and service-related machine expenses.
- Supervising a team of 4 Direct reports Branch Operations Manager (North, West, East, South)
- Managing service providers, which includes field engineers and quality assurance professionals totaling around 250 individuals.
- Asset Management: Overseeing the management and performance optimization of a vast portfolio of vending machines spread throughout India.
- Financial Optimization: Strategizing ways to enhance the ROI of Nestle's machines based on the established Nestle model.
- Team Leadership: Leading and managing a team of direct reports responsible for various aspects of service and asset management.
- Service Provider Management: Managing relationships and operations with service providers, including field engineers and quality assurance teams, to ensure seamless service delivery and maintenance of the machines.
- Budget Management: Responsible for overseeing and controlling the budget allocated for service-related expenses and CAPEX.
- Challenges: Maintaining operational efficiency and flawless service execution across a vast network of machines and service providers spread throughout the country.
- Ensuring high-quality service and consistent machine performance to meet Nestle's standards and drive sustainable growth.
- Objectives: Drive sustainable growth in the Beverage Business by optimizing the service performance and ROI of Nestle's vending machines.
- Implement strategies for cost-effective asset management and maintenance while upholding Nestle's quality standards.
- Planning: Planning PAN India Service Network, setting up regional hubs, and optimizing logistics.
- Spare part inventory model
- Manpower planning aligned with business & potential call load.
- Managing machine refurbishments across India.
- Performance Monitoring & Reporting: Preparing daily dashboard on service performance on various parameters like Open Calls, Preventive Maintenance Calls, Installation & Demo Calls.
- Monitoring Call load based on Cluster Capacity Utilization for effective manpower utilization.
- CCE’s Competency analysis.
- Achievements: With effective utilization of resources improved the overall breakdown calls Tat from 75% to 90% with an avg call closure time of 4hr50mins
- 100% Execution of Preventive Maintenance calls.
- Conducted training for Service Team over Customer Satisfaction to build Brand Loyalty.
- Organised technical training workshop for PAN India Engineer’s which helped to reduce repeat machine complaints.
- Based at the Nestle Head Office in Gurgaon, coordinating and managing PAN India operations.
Assistant General Manager-Service Lead
Ozone Overseas India Pvt Ltd
07.2022 - 10.2022
- Lead and integrate the Service Team across Architectural Hardware and Electronics Security Segment
- Implement a strong and resilient Service Distribution network which would involve working and Co-ordinating with internal as well as 3rd party dealer distributor external stakeholders.
- Lead Development/Enhancement of existing CRM application and to introduce an IVR System to improve customer engagement and increase automation. Managing call center team, technology and processes.
- Monitor top tier customer problems to ensure a high level of response time and proper problem resolutions.
- Manage all external service providers and review yearly Annual Maintenance Contracts as needed to be able to maximize profitability.
- Proposes modifications to service processes wherever required and actions on implementing the same.
- Support Sales/BD team as and when required.
- Maintaining department P&L.
- Generating revenue through Spares, AMC and owc service support.
- Identifying gaps and organizing appropriate training for service staff.
- Taking customer feedback to develop or enhance the exiting process.
Manager Customer Care North India
Hafele India Pvt. Ltd.
08.2015 - 07.2022
- Complaint/Service Management - Meet and exceed Turnaround Time for Complaint/Service request for the region
- Customer Satisfaction (CSAT) - Ensure Technician feedback score is high
- To make Customer / Franchisee visits
- Meister Service – To ensure all technicians are Meister certified and visit sites for complete installation
- Claims – To ensure claims cost is within budget/targets given
- Technical Support: Build a robust technical support team & ensure Turnaround time is met/exceeded.
- First Time resolution resulting in higher customer satisfaction
- Ensure all technicians are Meister Certified
- Meet Franchisee & other key stakeholders to get feedback and plan area of improvement
- Generate Revenue – Meister Service, Out of warranty services, Spare part Management
- To Liaison with Customer Care Team: Document and maintain reports related to Customer Care and present reports to enable further improvement in products/services.
- Solve all major customer problems/queries that subordinates were not able to solve earlier.
- Handle escalations and ensure complete resolution
- Trainings: Create and maintain tailor-made Technical Support training program.
- Ensure 100% participation & Coverage for their respective regions.
- STRATEGIC:
- OPERATIONAL:
Senior Engineer Technical Support
Schneider Electric India Pvt. Ltd
09.2011 - 07.2015
- Analyses technical problems which are reported under SFDC/SAP via phone, e-mail, internet. by customers, partners, or customer service engineers.
- Provides feedback to the service requester via SFDC/SAP on the status of the problem, corrective actions taken and anticipated resolution time and estimated cost.
- Resolves issues through ordering the necessary resources, both material and labor, after verifying technical compatibility, logistical possibilities and required competencies.
- Detect quality issues and forward all relevant information to the appropriate escalation channel.
- Provides information to the rest of the organization in case of escalation.
- Reviews result of corrective actions, checking explicitly with client whether or not the actions lead to a full solution of the reported problem(s).
- In some cases, performs scheduled/emergency on-site service repairs.
- Quality Escalation data & coordination
- All BU s, however, CR, PLANT, DC, Projection are mandatory
- Internal Escalation to Quality, Logistic etc.
Sr. Field Technical Service Engineer
Rohanika Electronics & Medical Systems
11.2009 - 09.2011
- Installation & Giving operational demo of the machine to the user staff. Providing technical support, Diagnose & Troubleshoot technical faults during operation in the equipment’s.
- Repair and testing of Electronic Medical Equipment’s. Maintain Documentation. Responsible for Annual Maintenance Contract and Long-term product support, Maintain customer Relationship/Satisfaction.
- Visiting Various Hospitals (Govt+Private) for servicing and Handling Breakdown Calls.
- Hands-on Experience: Ventilators Model Vela, Avea (Care Fusion-USA), Infusion Pump+Syringe Pump(Fresenius Kabi), Defibrillators(Medtronic-Physio Control), Patient Monitor(Mindray), Humidifier-850(Fisher&Paykel), Pulse Oximeter(Mindray), ABG Machine(Instrumentation Laboratory).
Education
MBA - Operations Management
Institute of Management and Technology (IMT)
01-2022
B.Tech - Electronics & Communication
Uttar Pradesh Technical University
Lucknow01-2009
Intermediate - undefined
C.B.S.E
01-2005
High School - undefined
C.B.S.E
01-2003
Skills
Microsoft Office 365 Power Apps MS Teams SAP C4C Salesforce CRM Excel and PowerPoint Outlook
People management Cost budgeting Strategic planning
Revenue generation
TAT SLA CSAT NPS
Technical training
Accomplishments
- Project: - Wireless Voice Communication: Secured First Position & recommended for Regional-Level (Gujrat) In 12th standard. This Works on FM modulation.
- Project: - Electronic Enegry Meter. Secured 2nd Position in “ZEAL-2008” Technical Fest In 3rd year during B.Tech.
Extra-Curricular Activities & Past Acheivements
Won Mr. Fresher Title (MEC-2005) Active participator of Sports (Swimming & Cricket) Won Mr. Fresher Title (MEC-2005) Active participator of Sports (Swimming & Cricket)
Technical paper Presentation/Seminars
Molecular Electronics: Role & Contribution in New-Era VLSI-ULSI, Nano Technology circuits.
Training
- TICO Industries and Manufacturer
- Undergo Two Months Certified Training under the executive engineer on General and Basic Idea’s of Embedded Technology based on Microcontroller.
- Learning Modules: - Key Interfacing, Stepper Motor Controlling, LED-Interfacing
Disclaimer
I hereby declare that the information given above is correct to best of my knowledge. Regard’s Nitin Sharma
Technical Qualifications
Microsoft Office XP/2000 (Word, Power Point, Outlook, Excel), TCP/IP, LAN/WAN/MAN
Personal Information
- Date of Birth: 19-11-1987
- Gender: MALE
- Nationality: INDIAN
- Marital Status: Married
Timeline
Senior Manager – Technical Services (PAN India)
Hafele India Pvt. Ltd.
03.2024 - Current
Trade Asset Optimization Manager-Technical Services
Nestle India Pvt Ltd
10.2022 - 03.2024
Assistant General Manager-Service Lead
Ozone Overseas India Pvt Ltd
07.2022 - 10.2022
Manager Customer Care North India
Hafele India Pvt. Ltd.
08.2015 - 07.2022
Senior Engineer Technical Support
Schneider Electric India Pvt. Ltd
09.2011 - 07.2015
Sr. Field Technical Service Engineer
Rohanika Electronics & Medical Systems
11.2009 - 09.2011
MBA - Operations Management
Institute of Management and Technology (IMT)
B.Tech - Electronics & Communication
Uttar Pradesh Technical University
Intermediate - undefined
C.B.S.E
High School - undefined
C.B.S.E