SHIJU MON KP
After sale service manager
Malappuram
Summary
Experienced Field Service Manager with a focus on innovation and continuous process improvement. Results-driven with a strong track record of achieving success through meticulous attention to detail. Recognized for exceptional leadership and mentoring abilities. Seasoned professional with 12+ years of experience in after-sale service, quality control, analysis, audit, training, and electronics device servicing in the electronics servicing industry.
Presently working with Xiaomi Technology IndiaPvt Ltd as Filed Service manager after sales service.
Previously working with Reliance retail (RJio Mfg team) as Deputy Manager manufacturing Quality.
Previously working with Lava International Ltd.as Lead Quality Engineer After sales.
Associated with Samsung India Electronics Ltd. as RR Analyst, and Hardware Analyst, as well as TVS Electronics as Bounce repair engineer.
Very good experience in AFR calculation & service call data analysis.
Well experience in cross-functioning between ‘Product Development & Customer Service’.
Good communication and presentation skills.
Overview
13
13
years of professional experience
2009
2009
years of post-secondary education
4
4
Languages
Work History
Field Service Manager
Xiaomi Technology India Pvt Ltd.
04.2020 - Current
- Managing Service Centre across assigned region which include both Mobile and TV partners
- Managing team of Cluster Mangers and guiding them for best service through authorized centers
- Ensuring proper manpower, spare management and stock management and basic hygiene at all centers
- Conduct scheduled/surprise audit, report observation and take corrective action for process adherence gaps at service center
- Maintaining hygiene at all touch points for maximum customer satisfaction
- Responsible for Product knowledge training and repair skill improvement of service partner technician
- Providing technical and process support for continuous reduction of costs to company
- Analyzing Monthly reports and statistics for all Service Centers for betterment
- Handling customer escalations and end to end operations of assigned region
- Network management based in call load and market potentiality
- Ensuring highest CSAT, NPS and Trade satisfaction through assigned network
- Report quality failures with respect to the company's products to the quality control team for immediate corrective actions
- Channel visit and meet the Distributers, Dealers & Retailers to get the service feedback
- Ensure to achieve Key result parameters (CPC, RR, TAT and NPS) as per business needs
- Awarded for the best field service manager in the country to handle Onam Operations for the year 2020 – 2021 with Special Appreciation from Trade & Sales Team
Deputy Manager Manufacturing Quality
Reliance Retail Jio Mfg
03.2018 - 03.2020
- Process and incoming quality control
- Production yield improvement at every stage and corrective action against all nonconformities occurred
- Responsible for after sales failures (DOA), occurred due to the process failures
- Deployment of ECN changes at production and ensuring through FPI( First piece inspection )
- Improvement of product and process quality according to the customer requirements
- Analysis of Pre- dispatch inspection (PDI) failures and validation of containment action
- Process audit of manufacturing sites on weekly basis
- Weekly reviews with suppliers
- Successfully completed 35 million production without any major quality incident reported
- Improved production yield (End to End ) from 95% to 98%
Lead Quality Engineer After sale
Lava International Ltd.
03.2016 - 03.2018
- Responsible for new models field quality monitoring through Quality Information System
- Data analysis and defect rate monitoring (AFR, PFR)
- Improving the DOA and AFR by implementing the fool proofing and detect ability Best practices in the factory
- Test cases creation & execution and performing all types of testing (Network & User Mode) regarding the Mobile
- New product testing and improvements analysis during the T2 samples
- Root Cause analysis and validate counter measure to improve AFR
- Take CAPA/ Action plan for process related issue from PQC/production
- Hardware analysis of market defect samples based on data analysis (Worst model/ Worst Symptoms)
- Root Cause Analysis & Counter-Measure preparation
- Improvement proposals preparation on hardware & design related issues
- Co-work with different Departments & vendors for the improvements & defect reduction
- Technical Bulletins & Repair guide preparation for Authorized Service Centers
- All India service center audit and training
- Hardware & design related improvements of many models
- Awarded by management for key-role player in market defect reduction
- Hardware Design/Mechanical Design improvements of mobile accessories like chargers, headphones, etc
- Real time handling and fast analyzing capability of Electronics and Mechanical Defects of Mobile phones
Spare Quality Support to RF from Quality Team
Lava International Ltd.
03.2015 - 03.2016
- Responsible for Fresh Faulty Spare analysis (Data & Material)
- New product testing and improvements analysis during the T2 samples
- Support to Spare procure team for developing local vendor
- Online support to Pan India for spare parts failure through ticket system
- Epidemic issue Root Cause Analysis & Counter-Measure preparation
- Technical Support to Repair Factory
- Training for L4 engineer on newly launched models
- Reduced fresh faulty Failure 40% through process improvement and training to Rep eng
- Provided Timely solution on epidemic failure
- Awarded for performing key role in PQA process
Eng. RR Analyst
Samsung India Electronics Ltd.
10.2014 - 03.2015
- Proper study & Analysis of Bounced handset from field after repair
- Report to the Manager about the specific issues in product and root cause
- Responsible for new models repair action at repair factory
- Hardware analysis of returned repair samples based on data analysis (Worst model/ Worst Symptoms)
- Improvement proposals preparation on process & repair action
- Technical support to L4-Repair center (support to critical chip level repairing and trouble shooting)
Tech support/Service Engineer
TVS-Electronics
07.2012 - 09.2014
- Capability of fast Trouble shooting and repairing of any model mobile phone
- [Chip level servicing]
- Reduce Field Bounce Defect Trend and scrap rate by continuous monitoring and Quality repairing
- Fast defect trouble shooting and repair capability
- Quick grasping skill of new model circuit diagrams and repair process
- BER Analyst
- Analysis of scrapped handset and find the further repair possibilities
- Find the technical issues leading to unnecessary scrapping of handset and resolve it
- Find wrong practice of L2 centers through continuous evaluation of scraps and make corrective and preventive action
- Conducting internal audits and training program to improve the efficiency of the process or procedure
- Field Bounce Analyst
- Proper study & Analysis of Bounced handset from field after repair
- Report to the Manager about the specific issues in product and root cause
- Repair Engineer and Technical support
- Analyze the Defect and Repair within TAT
- Update Technical bulletin in model wise
- Maintain Internal Quality checking Fail zero after repair
- Update new model circuit analysis and Repair process
- Maintain BER percentage and Field Bounce rate minimum
- Good analytical capability and knowledge of failure analysis
- Ensured the whole team meets the daily target set, as a Team Leader
- Attended 5S training programs provided by Nokia
- Attended RF training programs provided by TVS Electronics
- Provided a real time solution to the root cause of critical defects
Education
Diploma in Electronics Engineering -
Dept. of Technical Education
Higher Secondary (+2) - undefined
Dept. of higher secondary Education
SSLC with Electronics trade certificate - undefined
Dept. of Technical Education
Skills
- Managing service operations
- Client relationships
- Location auditing
- Remote team management
- MS office
- Customer relationship management
- Employee training
Professional Snapshot
An astute professional with over 12 Yrs. of experience in after sale service, Quality (Incoming, Process, Outgoing & Market Quality), Analysis, Audit, Training and Electronics device Servicing Environment in Electronics Servicing industry.
Equipmentexpertise
- Willtek Mobile phone tester 4403/3100
- Agilent Spectrum Analyzer E4404B
- Network analyzer
- Vernier Caliper
- Hot Air Gun
- BGA Machine
- PDR Machine
- Soldering Iron
Personal Information
- Age: 34
- Date of Birth: 12/30/88
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Field Service Manager
Xiaomi Technology India Pvt Ltd.
04.2020 - Current
Deputy Manager Manufacturing Quality
Reliance Retail Jio Mfg
03.2018 - 03.2020
Lead Quality Engineer After sale
Lava International Ltd.
03.2016 - 03.2018
Spare Quality Support to RF from Quality Team
Lava International Ltd.
03.2015 - 03.2016
Eng. RR Analyst
Samsung India Electronics Ltd.
10.2014 - 03.2015
Tech support/Service Engineer
TVS-Electronics
07.2012 - 09.2014
Higher Secondary (+2) - undefined
Dept. of higher secondary Education
SSLC with Electronics trade certificate - undefined
Dept. of Technical Education
Diploma in Electronics Engineering -
Dept. of Technical Education
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