Summary
Overview
Work History
Education
Skills
Training
Personal Information
Summary
Timeline
Generic

RAJIV OBERAI

New Delhi

Summary

Dynamic professional with extensive experience in service operations and vendor management at Bose Corporation. Achieved an 18% increase in AMC contracts through strategic planning and process improvement. Skilled in performance monitoring and relationship building to drive business success.

Overview

34
34
years of professional experience

Work History

Associate Director

JMD AutoGas India
05.2024 - 02.2025
  • Business development
  • CNG fitments conventional & Sequential kits
  • Vendor management
  • Spare part ordering & fulfillment
  • Customer management

Director

Technoserv
07.2018 - 03.2024
  • Strategically device service roadmap
  • Third party contracts
  • Pre & post opening support
  • Business operations
  • CRM

National Service Manager

Alphatec Audio Video Pvt. Ltd.
07.2015 - 04.2018
  • Laid out a roadmap for service network from scratch, at a pan India level
  • Strategically building the service organization through franchise model.
  • Un-parallel experience to customers giving both tangible and intangible benefits
  • Building service processes, policies, franchise agreements and managing operations
  • Playing a major role in creating company's very own ERP
  • Extend Pre and Post opening support to service partners

Associate Director

Electronics Edge
05.2013 - 06.2015
  • Business operations
  • Hiring & Training
  • Field & Backend service support

Manager - Service

BOSE CORPORATION INDIA PVT LTD
01.1997 - 02.2013
  • Adopted best in class global practices to deliver company's vision to customers
  • Successfully ramped up service operations across 10 repair locations per global standards.
  • Data mining and data analytics --- policy & process changes to improve customer satisfaction
  • Successfully implemented various customer loyalty programs
  • Improved service processes & policies ---trend analysis and customer/employee feedback
  • Acknowledged for efficient management of 15000+ annual repairs.
  • Recognized for consistently maintaining high staff retention figures for years.
  • Maximized customer satisfaction through qualitative/ customized service delivery and prompt resolution of issues resulting in less than 3% escalations.
  • Exceeded Repeat Sales Business YOY by 15%.
  • No of AMC contracts (Comprehensive & Non Comprehensive) YOY increased by 18%.
  • Growth trajectory at Bose is outlined below:
  • # 1997 ---- 2001 ---- Member Technical Staff
  • # 2001 ---- 2004 ---- Sr. Member Technical Staff
  • #2004 ----- 2009 ---- Team Leader ----- Service
  • # 2009----- 2013 ---- Manager ------Service
  • Manage presales, post sales operations, AMC and repeat business
  • Manage Service center expansion in sync with sales growth
  • Ensure alignment of sales & service channels for smooth functioning of operations.
  • Handling customer issues and providing resolutions.
  • Daily performance monitoring --qualitative feedback to front end/back end employees
  • Strategic service centre expansion in sync with sale channels.
  • Enhance revenue generation through negotiation & sales of AMC.
  • Participate in recruitment & training of team members
  • Define KPIs and monitor performance of team members.
  • Conduct need based training sessions for team members aligned to business requirements.
  • Maintain attrition within permissible limits through motivation & retention of employees.
  • Participate in global customer service forums aimed at incorporation of best practices.

Sr. Supervisor - Service

AKG ACOUSTICS INDIA LTD
01.1992 - 12.1997
  • Spearheaded a team of engineers with regards to production & maintenance of ADR - 68K (an audio digital reverberation unit).
  • Involved in assembly, installation & maintenance of conference system and entire bandwidth of professional amplifiers.
  • Focused on assembly, disassembly, repair and testing of amplifiers in anechoic chambers.
  • Rendered support to major Government set ups like AIR, Doordarshan Kendras.

Engineer - Quality Control

HARTRON COMMUNICATION LTD
01.1991 - 12.1992
  • Conducted inspection of inward goods through go-no-go type electronic testers.
  • Involved in production/ testing of RAX - Rural Automatic Telephone Exchanges, testing of components and troubleshooting of cards.

Education

P.G.D.P - Electronic Instrumentation

Delhi University
01.1991

B Sc ( G) - Electronics

Delhi University
01.1990

Skills

  • Vendor management
  • Service operations
  • Customer management
  • Process improvement
  • Strategic planning
  • Service network development
  • Key relationship management
  • Performance monitoring
  • Quality assurance
  • Operations oversight

Training

  • Coaching for Success
  • Multiplying Leaders
  • Seminars on improvement of customer service
  • Reliability Study of Components
  • 1 Month training at USIC (University Science Instrumentation Centre)
  • Two months in-plant training

Personal Information

Date of Birth: 22/03/69

Summary

Result-oriented and dynamic senior professional with over 20 years of comprehensive experience in Sales and After-Sales Support Operations.
Formerly Associate Director at JMD AutoGas India, with a proven track record of success across leading global audio and automotive companies. Adept at formulating and executing business strategies to drive revenue growth, operational efficiency, and superior customer satisfaction.

Demonstrated excellence in:

  • Customer Lifecycle & Relationship Management: Expert in enhancing customer engagement and retention through high-impact service delivery and strategic client interactions.
  • Leadership & Team Optimization: Skilled in aligning cross-functional teams with organizational objectives, fostering collaboration, and driving high-performance outcomes.
  • Service Quality & Operational Excellence: Deep expertise in managing service quality in complex environments, ensuring compliance, and leading process improvement initiatives.
  • Project Execution & Change Management: Proven ability to plan, coordinate, and implement change initiatives effectively, while maintaining focus on timelines and objectives.
  • Global Exposure: Gained valuable international work experience across Europe, North America, Australia, China, and Singapore, contributing to a strong understanding of diverse business cultures and global service standards.

Awards & Recognition:

  • MGSC Award by the Vice President for outstanding contributions to global customer service.
  • Best Technical Group Employee for excellence in after-sales support.

Competencies include:
Customer Experience Strategy | Client & Employee Relationship Management | After-Sales Operations | Business Planning | Quality Assurance | Process Optimization | Cross-functional Collaboration | Compliance Management | Strategic Liaison & Coordination

Timeline

Associate Director

JMD AutoGas India
05.2024 - 02.2025

Director

Technoserv
07.2018 - 03.2024

National Service Manager

Alphatec Audio Video Pvt. Ltd.
07.2015 - 04.2018

Associate Director

Electronics Edge
05.2013 - 06.2015

Manager - Service

BOSE CORPORATION INDIA PVT LTD
01.1997 - 02.2013

Sr. Supervisor - Service

AKG ACOUSTICS INDIA LTD
01.1992 - 12.1997

Engineer - Quality Control

HARTRON COMMUNICATION LTD
01.1991 - 12.1992

P.G.D.P - Electronic Instrumentation

Delhi University

B Sc ( G) - Electronics

Delhi University

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