R. Udayaraja
Bangalore
Summary
Accomplished service manager with expertise in service network expansion and customer relationship management at Crompton Greaves Consumer Electricals Limited. Proven track record in process compliance and market intelligence, enhancing customer experience and driving service excellence. Skilled in analytical problem-solving, achieving over 90% customer satisfaction through strategic service channel execution.
Overview
17
17
years of professional experience
Work History
Service Manager
Crompton Greaves Consumer Electricals Limited
01.2022 - Current
- Service Network expansion in Karnataka, Andhra Pradesh & Telangana – Due to Newly launched category (Kitchen Appliances)
- Expanding Service channel as per sales plan & execute process to ensure services rendered conform to company policy and standards.
- Timely ASC Monthly warranty payment and C/N for parts through close co-ordination with Branch Commercial.
- Entire custodian for process, policy and operational activities.
- Direct interaction with Key Dealers and sub-dealers to ensure and give confidence on service operations.
Branch Service Manager
Panasonic India Pvt. Ltd.
03.2021 - 01.2022
- Planning and Building Partner network according to requirement of the territory
- KPI parameters understanding & achievement of key partners
- Market intelligence to enhance the customer experience
- To take action on market intelligence and trending provided by the ASMs based on the Market and Customer inputs captured
- People Management.
- Ensure development of ASMs in line with the roles to be performed. Coach on the job and recommend for development inputs as required.
- Trade relationship.
- Awareness of Key dealer & sales potential of the concerned territory
- Analytical skills
- Regular root cause analysis on performance and making reports based
- Support Function, Legal, Commercial, Technical
- CRM Management
- Call Monitoring, Part master check, Call Audit, Replacement Approval, SPR, Hold Job Monitoring
Assistant Manager
BSH Household Appliances Manufacturing Pvt. Ltd.
11.2018 - 03.2021
- Products handled Built-In Hobs, Hoods, Coffee Machine, Dishwasher, Cloth dryer, Washing machine, Refrigerators, Teppan Yaki, Ovens & Microwaves, Warmer drawers.
- Special coordination with architect’s, Interior designers, Kitchen Dealers, Dealers, Distributors & Brand stores.
- Responsible for Pre-Delivery site inspection, Installation & Demo.
- Taking care of existing brands Bosch & Siemens
- Special care on premium brand of Siemens and Elite customers & Clients
- Responsible for NPS, Productivity, Service deliverance & Accessories / AWC Revenue.
- CTS – Critical to safety cases documentation and analysis
Deputy Manager
WHIRLPOOL OF INDIA LIMITED
01.2018 - 10.2018
- Handling Authorized Service Franchisees Chennai & Andaman Nicobar
- Taking care of branch operations and scheme workout & MSL workout.
- Driving AMC Business thru Warranty Expiry, Renewals & OG Database.
- Handling Replacement Cases of Customers & Dealers.
- Reporting on field quality issues to Quality Team on timely basis.
- Handling Customer legal Cases & Reporting to Branch Management.
- Maintaining better rapport with Dealers & Exclusive Brand Outlets.
- Special care of Andaman Operations, Croma Service, Inthree access service channel.
Assistant Manager
TATASKY LIMITED
05.2016 - 12.2017
- Handling authorized ISP’S(Installation & Service Provider) Franchisee’s
- Responsible for TAT – 4hrs for installation and Field repairs
- Responsible for operational complex issue management
- Responsible for clarifying technical issues to field technicians
- Responsible for technician’s productivity
- Critical call solution providing
- Forecasting planning for upcoming months
ENGINEER
SAMSUNG INDIA ELECTRONICS PVT LTD (FACTORY)
09.2014 - 05.2016
- Production in charge in washing machine plant.
- Semi-Automatic and Fully Automatic washing machines production comes under control has to ensure.
- Controlling of Man power & Material’s Management
- Assurance of Process Quality Control.
- Providing new innovation ideas to control process flow rate, Man power reduction, Erecting of complex process to simplification.
- Assurance for on time production rate control & GMES System.
Service Executive
IFB Industries Ltd
02.2011 - 06.2014
- Handling Authorized Service Franchisees.
- Driving AMC Business thru Warranty Expiry, Renewals & OG Database.
- Providing Training to Service engineers to increase their productivity & to develop Soft Skills
- Providing Technical & analytical support to service engineers.
- Handling Replacement Cases of Customers & Dealers.
- Processing Claim Bills & Auditing ICR of Franchisees.
- Checking & Approving Spare Claims of Franchisees
- Handling Customer legal Cases & Reporting to Branch Management.
- Maintaining better rapport with Dealers & Exclusive Brand Outlets.
Technical Support Engineer
VI MICROSYSTEMS PVT LTD
Chennai
01.2009 - 11.2010
- Responsible for Installation, Service and Maintenance of Control & Instrumentation equipments which deals in the field of Controllers (P,PI & PID), Stability analysis, Servomotors, Bridges.
- In Power Electronics, Firing circuits and PWM generation for Thyristers, Choppers in DC Drives, SMPS, Inverters, Single and Three phase Cyclo converters and Regulators.
Education
Bachelor of Engineering - Department of Electrical & Electronics Engineering
Annamalai University
Tamilnadu12.2009
Higher Secondary -
Desia Matric Hr Sec School
Vellore12.2005
S.S.L.C -
Desia Matric Hr Sec School
Vellore12.2003
Masters Of Business Administration - Department of Human Resource
Skills
- Service network expansion
- Service channel execution
- Customer relationship management
- Analytical skills
- Process compliance
- Market intelligence
Languages
- Tamil
- Telugu
- English
- Hindi
- Kannada
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Extracurricular Activities
NCC NAVY WING ‘C’ Certificate holder. National Karate champion on 2003 & 2005 Diploma in computer application. NSS certificate holder and organized social service activities.
Personal Information
Timeline
Service Manager
Crompton Greaves Consumer Electricals Limited
01.2022 - Current
Branch Service Manager
Panasonic India Pvt. Ltd.
03.2021 - 01.2022
Assistant Manager
BSH Household Appliances Manufacturing Pvt. Ltd.
11.2018 - 03.2021
Deputy Manager
WHIRLPOOL OF INDIA LIMITED
01.2018 - 10.2018
Assistant Manager
TATASKY LIMITED
05.2016 - 12.2017
ENGINEER
SAMSUNG INDIA ELECTRONICS PVT LTD (FACTORY)
09.2014 - 05.2016
Service Executive
IFB Industries Ltd
02.2011 - 06.2014
Technical Support Engineer
VI MICROSYSTEMS PVT LTD
01.2009 - 11.2010
Bachelor of Engineering - Department of Electrical & Electronics Engineering
Annamalai University
Higher Secondary -
Desia Matric Hr Sec School
S.S.L.C -
Desia Matric Hr Sec School
Masters Of Business Administration - Department of Human Resource
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