Saurabh Katara
Customer Service & Service Operations Professional
New Delhi,DL
Summary
Sr. Service Executive managing 5000+ SLA cases per month across after-sales service operations, SLA tracking, and resolving 10–20 escalated customer issues per month across water purifier and home appliance support networks, turning around NCR and Haryana into a double-digit growth market through partner restructuring and focused execution. Builds and reviews LSP networks, overseeing 19 partners, coordinates spare parts and warranty cases, and drives service-team compliance with process standards. Supports revenue through accessory, spare parts, and water product sales while improving CSAT/NPS and repeat-call control.
Overview
2
2
Languages
12
12
years of professional experience
Work History
Sr. Service Executive
AO Smith India Water Products Pvt. Ltd.
03.2024 - Current
- monitor and evaluate SLAs including response TAT CSAT/NPS open/closed calls repeat and re-open cases.
- Establish and oversee licensed service partner (LSP) network aligned with call volume and business demand.
- Lead service operations while ensuring strict compliance with company processes and policies.
- Address escalated customer issues and facilitate prompt resolution.
- Collaborate with supply chain to ensure spare parts availability and manage high lead-time items.
- Verify warranty and replacement cases in accordance with company policy.
- promote sales of accessories, spare parts, GKK kits, and water products through service teams.
- ensured compliance with SLAs, partner review processes, escalation resolution, and spare coordination.
- Facilitated training and process guidance for service partners and technicians.
Area Service Manager
KENT RO Systems Ltd.
11.2020 - 02.2024
- Oversaw branch service operations, managing service engineers and coordinating store activities.
- enhanced service KPIs such as TAT, same-day closures, repeat calls, and escalations.
- Facilitated store audits, conducted inventory inspections, and completed MSL reviews.
- managed warranty validation processes, replacement approvals, and focus part control.
- Facilitated training programs for technical CRM and customer-handling skills.
- Boosted revenue through AMC sales, spare parts, accessories, and service charges.
- Supervised branch administration activities involving cash collection, bank deposits, and digital payments.
Service Supervisor
Eureka Forbes Ltd.
02.2016 - 10.2020
- Oversaw after-sales service across franchise network.
- Delivered service and sales KPIs by optimizing AMC and accessory sales strategies.
- Managed spare inventory and validated monthly franchise claims.
- Facilitated technician training and performance evaluations.
- Engaged with dealers and distributors to troubleshoot and resolve service-related challenges.
Branch Service In-Charge
KENT RO Systems Ltd.
02.2014 - 01.2016
- Managed end-to-end after-sales service operations for the assigned branch, ensuring high customer satisfaction.
- Led and supervised a team of service engineers and technicians, monitoring daily productivity and performance.
- Ensured timely installation, preventive maintenance, breakdown service, and warranty support within defined TAT.
- Handled customer escalations and resolved complaints while maintaining service quality standards.
- Monitored branch KPIs, including service efficiency, first-time fix rate, customer satisfaction, and pending call backlog.
Education
B.Tech. - Electronics & Communication Engineering
BSA College of Engineering & Technology
Mathura 04.2001 -
Intermediate -
UP Board
Mathura, India01-2009
Matriculation -
UP Board
Mathura, India01-2007
Skills
Service operations management
After sales service
SLA & KPI monitoring
Escalation handling
CRM & process compliance
Service partner management
Warranty management
Spare parts coordination
AMC sales
Customer satisfaction management
Branch operations management
Technician training
Store operations management
Service team supervision
Replacement approval workflow
Accomplishments
- - Successfully led Service Operations across NCR and Haryana, driving operational excellence and customer satisfaction.
- - Established and strengthened the Licensed Service Partner (LSP) network, onboarding new partners and improving territory coverage.
- - Turned around Gurugram into a double-digit growth market through partner restructuring and focused execution.
- - Reduced operational and fraudulent issues in Noida by strengthening governance and deploying a new field team.
Timeline
Sr. Service Executive
AO Smith India Water Products Pvt. Ltd.
03.2024 - Current
Area Service Manager
KENT RO Systems Ltd.
11.2020 - 02.2024
Service Supervisor
Eureka Forbes Ltd.
02.2016 - 10.2020
Branch Service In-Charge
KENT RO Systems Ltd.
02.2014 - 01.2016
B.Tech. - Electronics & Communication Engineering
BSA College of Engineering & Technology
04.2001 -
Intermediate -
UP Board
Matriculation -
UP Board