Pankaj Jadhav

• Network planning: Conducted performance evaluations and hiring of resource to maintain appropriate number of field force as per business requirements.
• Spare MSL planning: Modified inventory control of spare parts to maintain and enhance resolution TAT of customer complaints.
• Provided strong leadership to enhance team productivity and morale.
• Redressal management: Captured feedback of every customer complaints & elevated the ratings by providing best possible solutions in case of dis-satisfaction.
• Reminder Management: Keep connected with customers & update on the resolution status in case of product or spare replacement complaints.
• Digital transformation: Collbrated with IT & Developed SFDC application to manage the customer journey.
• Product Quality Feedback: Timely provided feedback along with defective samples to product quality & plant manufacturing team for enhancing the product quality.

• Formulation of Customer service strategy, deliverables, SOPs, SLAs & escalation matrix; In line with organization vision.
• Built Pan India Service Network for Ashirvad Customers. i.e, Appointed 72 service centers & 140 field technicians deployed to cover 350+ cities/towns
• Delivered 500+ Manhours of training to the field force for handling the customer complaints effectively
• Developed culture of customer first approach within the team
• Increased customer satisfaction by regular monitoring, identifying the gap, implementing the corrective action & provide best possible solutions to the customers.
• Make service team to participate in different events for delivering training to multiple stakeholder such as Sale staff, dealer, distributor & plumber on the product know-how
• Developed digital platform (SFDC) for handling the customer complaints who are requesting for technical/service support & various work flow documentation in digital formats
• Executed product display installation in 1400 shops to support the business
• Identification & commercialization of serviceable spare parts as well as demand forecast for service inventory
• Collaborated with Product development team & supported in developing the new products
• Forecasting & managing the PNL for service function

1) Service Operational Strategy

• Ensure to maintain the key service deliverables like TAT, RT, C-sat, FTF & Productivity across country
• Handling of call centre operations in terms of manpower management & ensure key deliverables such as Call handling time, Answering speed, Abandon ratio & customer satisfaction survey.
• Achieve service revenue target & identify the SKUs for Value added service (KPMC, KCS, Accessories & Service charges)
• Service network & Manpower planning based on organic growth of calls & assign the core responsibilities to stack holders across country.
• Digital enablement for enhancing the customer experience & smarter business process
• Review the current business achievements & discuss the opportunities for improving the business strategy with leadership team
• Allocate work within the team & ensure delivery of different work processes as per defined timeline
• Drive audit for the process, share report with senior & prepare action plan for improvement of process, training & followup action
• Project financial planning & budget to drive business in terms of field technician salary, conveyance, ASP reimbursement, uniform, tool kit, training expense, engagement activities/events, IT enablement & operational expenses paid to vendor

2) Leading Pan India Training & Development Vertical

• Identify & develop training modules for field technicians
• Technical Training - Field technicians, KASP Partner, Plumbers, Contractors & MEP consultants
• Training need identification for field technicians -Planning & scheduling training to improve the competencies
• Training underprivileged community students in Kohler Plumbing academy as a corporate social activity

3) Field Quality Concerns & Resolution

• Collating product quality issues from field & addressing the same to Top management, Engineering & Source plant during monthly IPC meet
• Registering & Monitoring the status of quality concern through CRM portal
• Offer short term & Long-term action plan & solutions on quality issues to field

4) Service Sign off for New Launch Product

• New products are evaluated by Technical service before its launch
• Provide advice on the design processes based on technology & feedbacks shared by customer/consumers
• Key serviceability parameters for prelaunch products- Ease of Installation, Assembling/Dismantling Procedure, Installation manual, Service Manual, Spare manual
• Identify serviceable BOM for New launched product spares & define MSL for these spare parts at warehouse & service partner stores
• Design warranty policy for new launch products based on engineering test report & historical failures

Significant Achievements:

• Deliver Industry best service TAT, RT, FTF, C-Sat & Call answer time
• Introduced WhatsApp Chatbots in service to provide seamless experience to customer which helps with Call registration, Status check of open compliant, Self help FAQs & DIY videos
• Promote Kohler Genuine Accessories to accomplish standard installation of product for lasting durability at consumer site.
• Setup DIY - DO IT YOURSELF desk at contact centre
• Enhanced CRM to manage Inventory of ASP & Field Technician
• Digitalization of C-Sat survey, Revenue management, KPMC, ASP/Field Technician reimbursement, customer invoicing & POS implementation
• Rollout of critical process documentation & setup digital control manager for monitoring the adherence of processes
• Introduction of Whatsapp Business for call registration & C-Sat survey to reduce human intervention
• Setup of Live Training Center & Plumbing Academy
• Launch of Kohler Cleaning Solution
• Authorized Service Partner model establishment
• Spare Part Distributor appointment in key cities to improve RT & FTF

• Leading a team for 24 X 7 support
• Work allocation to engineers for the timely maintenance of Multifunctional Devices
• Technical Support to the Team
• Sharing the performance of Engineers on weekly basis to Managers
• Preparing Action Plans & Remedies for lagging area which all are discussed in weekly Meeting
• Taking care of Key responsibilities of the SLA of Productivity, RT (Response time), DT (Down Time), FTF (First Time Fix), CQM (Call Quality Measures), GM (Gross Margin), Maintenance Contract Penetration of machines
• Key Responsible person for one of the Major Global Customers for canon Mumbai with250 MFDs in and around Mumbai with different location of JP Morgan Bank.
• Managing & tracking inventory of the parts provided in the customer location
• Engage with site Manager for New requirement of the Device for the Business and Involved in the Deployment of the same as per the Requirement
• Technically trained on Canon higher end MFD up to 75 CPM, Color technology, Color MFD up to 50CPM

• Handled Kyocera Mita multifunctional device up to 50CPM
• Dedicated Engineer for key accounts like Air India, Commissioner of Police, Civil hospitals etc
• Timely visit to different Customers and Carryout Preventive maintenance of machines
• Offering Annual maintenance Contract to customer for maintaining the hygiene of machines
• Ensure the key responsibilities of service SLA of Productivity, RT (Response time), DT (Down Time), FTF (First Time Fix)
• Service revenue generation through consumables, spare part & Annual Maintenance Contract sale to customers

• Provided after sale support to maintain the banking sector office automation machines like stamp duty paper & postal stamp printing machines, Document cutting, labeling, binding & enveloping machines
• Timely visit to different Customers and Carryout Preventive maintenance of machines
• Ensure the high level of service to key customers like Income tax office, HDFC Bank, Cosmos Bank
• Added service revenue through Consumables/Spares sale