VAIBHAV SHARMA

• Manage Pan-India service CRM operations including ticketing, asset tagging, escalation and SLA compliance.
• Oversee installation reports, IQ/OQ, warranty activation, PMS status, customer creation and documentation.
• Coordinate spare logistics: dispatch planning, E-Way bills, delivery challans, reverse logistics and event setups.
• Work closely with BU heads, Sales and Field Engineers to streamline communication and improve TAT.
• Prepare service MIS reports: SLA, PMS, installation MIS, ticket-aging and audit readiness.
• Support national exhibitions, demos and roadshows with material movement and onsite setup.
• Improved ticket closure rate through optimized workflow.
• Reduced dispatch delays with structured logistics planning.
• Enhanced internal workflows by leveraging CRM software tools efficiently for better information sharing across teams.
• Collaborated with cross-functional departments to resolve customer concerns and enhance overall experience.
• Contributed to the development of departmental policies and procedures aimed at improving service quality standards.
• Implemented new strategies for handling escalated customer issues, reducing resolution time significantly.
• Coordinated with management to address staffing needs during peak periods or special events, ensuring adequate coverage for all shifts.
• Delivered exceptional client service experiences while maintaining compliance with company policies and industry regulations.

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• Remote support for CBCT, OPG, RVG, software (EzDent/Ez3D) and installation planning.
• Managed South Asia ADCS support for India, Nepal, Sri Lanka and Bangladesh.
• Performed firmware campaigns, software upgrades and license key management.
• Handled warranty claims, spare planning, PMS tracking and dealer training.
• Achievements:
• Successfully supported multiple India/APAC technical campaigns.
• Recognized for strong documentation and fast remote troubleshooting.

• Sales & service for dermatology lasers: diode, CO2, Q-Switch, HIFU, RF equipment.
• Conducted demos, installations, AMC renewals and customer training.
• Achievements:
• Boosted AMC revenue with consistent follow-ups.

• Installation & service of dental X-ray units, intraoral sensors and autoclaves.
• Performed calibrations, PM visits and breakdown repairs.
• Achievements:
• Handled 500+ service calls with high customer satisfaction.

• Installation, calibration and troubleshooting of FUJIFILM CR systems across Rajasthan.
• Conducted PMS, image quality optimization, firmware upgrades and DICOM workflow support.
• Provided radiographer training and documentation management.
• Achievements:
• Installed and supported 70+ CR systems.
• Improved uptime with preventive diagnostics.

• Installation and service of CR systems, ultrasound machines, DICOM/PACS workflow.
• Performed PM, troubleshooting, operator training and technical demos.
• Supported spare inventory and maintained accurate documentation.
• Achievements:
• Completed 100+ installations with strong customer ratings.
• Increased AMC renewals through relationship building.