Rajesh Menon

Experience

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  FIC

  Mar 2001 - Aug 2004

  Technical Team Leader

  Repair Chip & Component level, Assemble, Manage PDA, Notebook Computers, Desktop, Monitors, Training,

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  LG Electronics Middle East

  May 2005 - Oct 2008

  I.T Service Center Operations Leader

  ACHIEVEMENTS Reduced turnaround time in repairs approximately by 60% through reverse logistics restructuring thereby enabling sales department in achieving enhanced revenue and corporate objectives. Implemented quality information system thereby streamlining information exchange across supply chain stakeholders resulting in enhanced visibility and transparency resulting in improved stakeholder retention and supply chain profitability. Enhanced visibility and transparency across supply chain by implementing quality information system resulting in improved stake holder and customer retention and sustained profitabilityDUTIES AND RESPONSIBILITIES Allocates Service Engineers to various locations with respect to customer complaints. Making the parts list with respect to service requirement. Troubleshooting of IT and electrical complaints. Customer Interaction and making reports for finding solutions if there is any problem.  Performing internal inspection in the production area.  Consulted clients on pre commissioning requirements. Visiting customers to make a detailed report on quality issues and finding a solution to the issue. Show less

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  Samsung Gulf Electronics

  Dec 2008 - Sept 2022

  ACHIEVEMENTS Reduced TAT approximately by 50 - 60% by implementing process gap analysis and proactive process alignment based on departmental objectives resulting in enhanced client satisfaction and retention rate thereby contributing to bottom line profitability. Enhanced brand image of the employer by reducing repeated service calls rate approximately by 40% through enhancing technical diagnosis skills using proactive trainings, implementing quality control checklists. Enhanced responsiveness to the clients by restructuring internal business process resulting in reduced lead time for claims thereby improving client retention rate approximately by 10%. Improved feedback mechanism and complaints handling procedure by implementing automated response system resulting over all call reduction approximately 30% thereby reducing man hours and saving cost by 300,000 per annum. DUTIES AND RESPONSIBILITIES Manage process innovations, project management, process analysis, development, and implementation.  Identify and Implement process improvement and evaluates business requirements.  Manage and control special projects relating to the Process Innovation, supply chain and Channel structure.  Participates in developing strategic plans for systems/applications development. Coordinates and conducts user training sessions and provide information regarding system changes and enhancements and to address any questions or issues.  Develops programming specifications to serve as guidelines for application development staff for complex system enhancements and modifications. Troubleshoot technical issues and identify modifications needed in existing system.  Provides application support and enhancements to existing applications.  Defines system requirements, priorities, and viable alternatives. Show less Projects: Formulated Service Center Audit guidelines & audit schedules for MENADevised process for Certification Program for Samsung Technicians across MENAOrganized “Repair Know How” contests to share best practices amongst techniciansBeen instrumental in setting up system security by identifying system flaws & preventing unauthorized access to service portalSetting up “Samsung Training Center” to facilitate practical training for CE & HA products Core Duties: Plan & manage training across all products based on product roadmap for the MENA regionPrepare yearly budget for onsite & invitation training & workshopsProcure & manage training samples for effective trainings & creating presentation & video materialsInterview & shortlist technical support staff for the departmentInvolved in formulating strategy & monitoring of task related for the departmentTraining & SupportGuided to develop effective training materials by conducting repair data analysis & training feedback formsConducted offsite, onsite training, workshop for I.T products (Notebooks, Large Format Display, Monitors) across MENA regionMonitored & maintained (OTC) On Time Training coverageClosely managed core KPI ‘s RRR (Repeated Repair Ratio) , D+1 In Home Service, 1 Hr. ServiceFacilitated subjects & tools for face to face service for mobile productsManaged Reworks for Mobile, Monitors, Digital Televisions Actively participated in Service Campaigns Show less

  • Customer Service Manager

    Mar 2014 - Sept 2022

  • Assistant Manager - Technical Support & Planning (MENA Region)

    Dec 2008 - Mar 2014
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  Sagar India Retails Solutions

  May 2023 - now

  Head of Operations

  Sagar India retail Solutions specializes in shop equipments in retail food and non-food stores. We supply furniture fittings for hyper markets, bakeries, restaurants and warehouses.Creative designs by professional experts assist our clients to optimize their space and modernize their stores with the most updated technology.Experienced and ambitious manpower with a flavor of passion and dedication monitor each and every step of project development to satisfy our clients.Installed projects are maintained by technically qualified professionals round the clock. We believe continuity in business relations and accordingly we focus customer satisfaction by prompt and punctual service. Business in Sagar India Retail is handled by executives with more than two decades of successful experience in the same market and similar product line. Our frontline team has proven track records and they have successfully executed many major projects in the Gulf. We assure to attend to each and every requirement from our clients. Sagar India Retail can take up projects of any size anywhere in the Gulf Region and Indian Subcontinent Show less