Saurabh Kumar

Team Management & Work Distribution

• Lead and monitor branch engineers and service partners.
• Allocate daily tasks and ensure balanced workload distribution.
• Conduct morning briefings with service teams and back office on service delivery and revenue targets.
• Evaluate technician performance and provide regular feedback.

Service Delivery & Call Management

• Monitor open service calls daily; ensure timely closures.
• Assign calls to trained technicians only, especially for specialized appliances (e.g., gas hobs).
• Track aging consignments and ensure there are no delayed cases beyond defined timelines.
• Monitor and improve key service KPIs – Wait Time, Down Time, First Time Fix, Repeat Calls.
• Proactively follow up on spare pending orders to reduce high aging pending calls.
• Verify minimum 10% of closed jobs and data quality entries for accuracy (F-Ident, fault code, etc.).

Customer Experience & Escalation Handling

• Respond to customer escalations via email, CCC, and social media within 1 hour.
• Perform root cause analysis (RCA) for escalations and take corrective action to prevent recurrence.
• Manage NPS (Net Promoter Score): Track, analyze feedback, take corrective actions, and recognize best-performing technicians.
• Ensure non-responsive customers are followed up to collect feedback.
• Review low NPS scores with service partners and implement improvement plans.

Technical & Process Compliance

• Conduct technical and system training for service partners and technicians.
• Ensure job card, site photos, checklists, and customer feedback are uploaded in SPICE for all jobs.
• Monitor eFSB (Electronic Field Service Bulletin) cases and respond to factory queries within 24 hours.
• Ensure usage of SOS (Spare Ordering System) and B2B tools by all service partners.
• Conduct physical audit and sign-off of consignment stock and MSL spares at service partner level.

Business Development & Revenue Focus

• Drive accessories, consumables, and extended warranty sales per target.
• Monitor revenue targets vs. achievement per service partner.
• Review revenue per call and accessory conversion rates.
• Ensure display of accessories at brand stores and support promotional activities.
• Share and communicate service schemes without modification.

Network Expansion & Optimization

• Appoint new service partners/branch engineers as per network expansion plan.
• Optimize service network based on sales projections and service call volumes.
• Evaluate new partners for skills, performance, and alignment with company standards.

Dealer, Brand Store & Sales Coordination

• Visit key kitchen dealers and brand stores to resolve service issues and collect satisfactory reports.
• Coordinate closely with sales teams, dealers, and brand outlets for smooth service support.
• Share periodic market and service feedback with BSM (Branch Sales Manager).
• Prepare and share Proposed Journey Plans (PJP).

Inventory & Spare Parts Management

• Monitor consignment stock ageing – ensure no items remain over 30 days.
• Verify and return all defective spares to central stores following reverse logistics.
• Review spare parts RIS (Requisition in System) of branch technicians to manage spare flow.
• Validate warranty spare consumption during service partner visits.

Team Handling & Work Distribution

• Lead and manage branch-level service teams (technicians, back office, franchisees).
• Distribute daily work to ensure service efficiency and balanced workload.

Customer Escalation & Issue Resolution

• Handle customer escalations received via email and social media platforms.
• Visit distributors and major dealers to resolve long-pending service issues.
• Ensure No Objection Certificates (NOCs) are collected from key partners as per company policy.

Network Expansion & Training

• Appoint new service partners/franchisees as per network expansion plans.
• Conduct technical, non-technical, and system-related training for franchisees and their technicians to maintain service standards.

Spare Parts & Inventory Management

• Responsible for spare parts ordering and timely distribution at the branch level.
• Maintain Minimum Stock Level (MSL) at both the branch and franchise level.
• Handle and resolve issues related to warehouse transit damages to prevent stock loss and ensure smooth operations.

Coordination & Stakeholder Engagement

• Coordinate effectively with the sales team, distributors, and dealers to align service and business goals.
• Ensure service support for dealer/distributor satisfaction and maintain long-term partnerships..

• Daily analysis of pending service calls with franchise partners.
• Special focus on reviewing and resolving social media escalations.
• Regular visits to dealers and distributors to address customer complaints and transit damage cases.
• Planning and execution of AMC (Annual Maintenance Contract) and spare parts sales.
• Ensuring maintenance of Minimum Stock Levels (MSL) at the franchise level.
• Appointment of new service partners as per the network expansion plan.
• Providing technical, non-technical, and system training to franchises and their technicians.
• Coordinating with the sales team, dealers, and distributors to ensure smooth operations.

• Open call review with service partner and spare part planning for reducing open calls.
• Visited distributors and major dealers to resolve long-pending issues and obtained NOCs as per company policy.
• Managed franchise partners and technicians, resulting in a significant reduction in complaint pendency.
• Ensured same-day installation of products across Bengaluru.
• Monitored CRM calls daily and enforced mandatory hourly updates by franchise teams.
• Handled highly escalated calls and successfully convinced difficult customers by offering suitable alternatives.
• Managed reports of incomplete or damaged products, including detailed tracking of required spare parts.

• Strong knowledge of products, both technical and operational.
• Prepared operational manuals for products such as ovens, chimneys, microwaves, dishwashers, and cooking ranges.
• Delivered product and soft skills training across India, including Delhi, Bengaluru, Chennai, Kochi, and Bhubaneswar.
• Tested new products before launch and prepared detailed reports on them.
• Suggested improvements for products prior to their launch.

• Guided our CRM software provider to implement modifications as per the requirements of our organization, employees, and franchise partners.
• Performed all CRM mapping based on area, product, spares, feedback, etc.
• Managed pending call reports in the CRM and categorized them accordingly.
• Took overall responsibility for CRM management and updates.

JBM is an automobile parts manufacturing company that supplies spare parts to the automobile sector.
Worked on the RE frame manufacturing line and gained detailed knowledge of the parts assembled to produce the RE frame.
My role was to ensure the quality of the Royal Enfield Classic frame produced in the plant.
Received the “Best Employee of the Month” award.