Nitin Wagh
Technical, Vendor, Material & Service Operations Management
Mumbai
Summary
Seeking professional enrichment in customer life cycle management with an organization of repute Industry. Professional Synopsis A total 18+ years of enriched experience in different industries like DTH Media, Consumer Electronics and Vending Machines. Skill Sets includes Customer Life Cycle Management, Field Service Operations, Technical Support, Installation & Service Recovery, Revenue Management, Vendor Management, Inventory Management, Team Building, B2B client service support and deep drive of the C-sat process / CSI.
Overview
19
19
years of professional experience
1
1
year of post-secondary education
Work History
Regional Service Manager - Western India
Coffee day Global Ltd, West Zone
Mumbai
10.2014 - Current
- Handling over all service operation for ROMG, Gujarat, Goa & MP).
- Implemented process and cost-saving initiatives to enhance operational efficiencies.
- Developed and enforced regional service policies and procedures.
- Analyzed regional service trends and performance metrics to inform strategic decisions.
- Directed and managed team of [359] service technicians in regional capacity.
- Planned and implemented strategies for improving customer service and satisfaction across region.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Launched quality assurance practices for each phase of development
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Developed detailed plans based on broad guidance and direction.
Territory Service Manager
Airtel Digital TV
Mumbai
01.2009 - 09.2014
- Notable Achievement:
- Rewarded in the Year 2010 for good revenue generation planning for a partner
- Achieved performance in excellence for TSM award in the west hub for the first quarter of 2010~2011
- National award “Best CE project Leader “by CSO and CEO-DTH in the month of Nov-12
- As an I & FR (Installation & Field Repaired), Swap Quality manager for Mumbai and ROM
- Noteworthy Milestones:
- Handled service operations of the ROM & Mumbai for the Airtel Digital TV & media
- Handling a customer base of more than 12 lakhs
- Ensured that minimum stock levels (MSL) of STB’s are maintained at state warehouses and also at the service partner level
- Monitored and Ensured the installation & Field repaired quality
- Dimensional manpower resources
- Ensure business return to company and ROI for Service Providers
- Basis the periodic audits, provided market/business insights across departments
- Being the product relating entertainment industry, time matters
- Hence, kept achieving response time & customer satisfaction through expanding the service network in rural areas
- Control STB repaired center and monitor swap repaired quality
- Drive first time installation service experience and quality of repairs
- Analyze fault rates and take appropriate actions to reduce faults
- Noteworthy Milestones:
- Managed and owned the entire customer life-cycle process at a given territory
- This includes customer on-boarding and service recovery
- Ensured processes are geared-up to meet CSAT / CSI scores to enhance the customer experience during installation and service recovery
- Handled service operations to the allocated base of more than 1 lac for Airtel Digital TV
- Responsible for SLA to be maintained, TAT for activation & Service Request
- Managed & monitored key customer and business impacting KPI’s like Calls and Complaints per Customer, Speed of Activation, Quality of Installation and service operations
- Educated and updated the engineers on the correct installation process employed to ensure the first-time- right installation
- Weekly meetings with Engineers to update them
- Visit the customer site, as a periodic exercise, with the engineers at the time of installation/SR.
- Oversaw and maintained regional service budget to verify fiscal responsibility.
- Confirmed compliance with local, state and federal regulations at all times.
Sr. Service Executive
Dish TV India Ltd
Nagpur
02.2007 - 08.2008
- After Sales Service (Nagpur and rest of Vidharbha)
- Provided exceptional service support in 11 districts within & around Nagpur and the rest of Vidharbha
- Service support in a wide spectrum of Nagpur & suburbs
- (Maharashtra first Service Franchisee started under my supervision in my territory)
- The Nagpur DCC is the winner of The Best Service Championship award in my tenure period.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Area Service Manager
Samsung India Electronics (P) Ltd
South Maharashtra
01.2005 - 02.2007
- Provided service support in 13 districts including Nashik
- Implemented and enforced regional service quality assurance processes.
- Collaborated with regional sales teams to identify and meet customer needs.
Dealer Service Executive
L.G. Electronics India (P) Ltd
Pune
12.2003 - 01.2005
- Played an instrumental role in curving up the Dealers and customer satisfaction graph to ensure repeat and referral business.
- Passionate about learning and committed to continual improvement.
Education
Post Graduation Diploma - Wireless, Satellite And Mobile Communication Network Designs
Govt. College of Engineering
12.2002 - 12.2003
Bachelor of Engineering (B.E - undefined
North Maharashtra University
Diploma - Industrial Electronics Engineering
S.M.I.T
Skills
Technical Field SupportAccountable for providing post-sale technical service support to an entire networkMaximizing Customer Satisfaction Index (CSI) by providing efficient servicesService Operations ManagementSetting up targets/goals for the process of setting and maintaining Critical to Quality & Critical to Process targetsEnsuring Call closure: Productivity in TAT and Repeat Repair Ratio (RRR) through Time studies & Capacity Planning and Accuracy Base-LiningChannel / B2B Client Relationship ManagementExploring and developing the channel network in unrepresented areas to enhance market shareKeeping an eagle’s eye on the performance of the channel to ensure service delivery in sync with the set of quality parametersTeam ManagementBuilding, monitoring, educating, training and supporting the TeamDevising strategies to link Team’s goal with the Organizational goalMaterial ManagementDesigning, implementing and monitoring effective replenishment schedules along with finalizing the specifications of the spare parts and establishing the quality & quantity limitsMonitoring inventory levels and coordinating with the purchase / Logistic department for the generation of purchase orders, as and when inventory reaches the warehouse for re-order levels
Customer service standards
Service delivery
Customer service management
Product and service solutions
Commitment to quality and service
Timeline
Regional Service Manager - Western India
Coffee day Global Ltd, West Zone
10.2014 - Current
Territory Service Manager
Airtel Digital TV
01.2009 - 09.2014
Sr. Service Executive
Dish TV India Ltd
02.2007 - 08.2008
Area Service Manager
Samsung India Electronics (P) Ltd
01.2005 - 02.2007
Dealer Service Executive
L.G. Electronics India (P) Ltd
12.2003 - 01.2005
Post Graduation Diploma - Wireless, Satellite And Mobile Communication Network Designs
Govt. College of Engineering
12.2002 - 12.2003
Bachelor of Engineering (B.E - undefined
North Maharashtra University
Diploma - Industrial Electronics Engineering
S.M.I.T