Naveen Mudgal

Experience

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  HCL Infosystems Ltd

  Aug 1998 - Oct 2008

  I was part of Office Automation division (OA) responsible for Corporate Key Account Management for office automation products, Copier/ Printer, Projectors & Audio Visual System Integrations. (Toshiba, Infocus, Hitachi, Kyocera Mita, Duplo, Konica Minolta)Professional Profile • Devising sales budget and revenue strategies to generate higher revenues for the Profit Centre• Business Development, Sales Promotion, Distribution Management, Key Account and Team Management in varied industries.• Possessing abilities in implementing strategies for augmenting business, identifying and penetrating new market segments for business excellence. • Expertise in exploring new markets for expanding business and streamlining operations.• Resourceful at maintaining business relationship with dealers and customers to achieve quality product and value added service norms by resolving their service related critical issues Show less • Trouble shooting, Preventive maintenance, Break down maintenance of Toshiba multifunctional device.• Demonstration, Installation & key operating training of Toshiba digital Photo Copier, Fax machine, Network printer, Scanner, Scan to email and Konica Minolta multifunctional devices color & b/w printers to the customer at the client site.• Generative Services revenue through annual maintenance contract, Secondary consumables sales, Gather market information, Analysis and provide effective solution.• Provide technical support for Toshiba Photocopier, Konica Minolta MFD’s, and Color & B/W Printers to the service engineer at the client site.• To analyze the customer complaint and take appropriate action and prepare various reports like Service Contract, AMC contract & FSMA contract etc.• Maintaining strong relationship with Customers, Dealers and ensuring their satisfaction also.• Teamwork skills, Proven ability to influence cross functional teams.• Resourceful at maintaining business relationship with dealers and customers to achieve quality product and value added service norms by resolving their service related critical issues Show less

  • Area Service Manager

    Jul 2006 - Oct 2008

  • Territory Manager

    Jul 2004 - Jun 2006

  • Sr. Customer Service Engineer

    Jul 2001 - Jun 2004

  • Customer Support Engineer

    Aug 1998 - Jul 2001
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  CANON INDIA PVT. LTD

  Oct 2008 - Jun 2012

  Customer Support Manager

  • Managing all service operations for direct and indirect channel for Imaging products, customer relations and call coordination and managed print/document services.• Managing and controlling GM % and cost control , monitoring volume control to get and work on effective way of service management.Team Management• Monitoring call coordination system activities, resolving escalated calls, remote resolution calls, monitoring and working to improve productivity per CE, etc.• Managing RT / DT/ CQM/ECF/FTF and SLA committed to customers.• Recruiting, mentoring, training and development of the field functionaries to ensure sales and operational efficiency. • Overseeing delegation of work to the team with strong support so as to develop initiative and creativity among the team.Customer Relationship Management• Identifying causes for dissatisfaction among customers & developing different processes for the service plans to attain maximum level of customer satisfaction. • Interacting with clients for suggesting the most viable product range and cultivating relations with them for securing repeat business.• Building & maintaining healthy relations with clients; ensuring maximum customer satisfaction for referral business and program.Key Account Management / Client Servicing• Building and maintaining healthy business relations with Global accounts & Major accounts, Managed Document Solution projects, enhancing customer satisfaction matrices by achieving delivery & service pre and post sale with quality norms.• Monitoring post service activities like follow up with the customers & channel partners for service reminders, and warranty & post warranty issues, AMC and handling customer grievances for superior customer service.• Assessing the customer feedback, evaluating areas of improvements & providing critical feedback on improvements. Show less

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  Samsung India Electronics Pvt Ltd

  May 2014 - Oct 2014

  Manager - CS (Printer Services)

  • Handling printer’s services nationally and its network enhancement on service delivery.• Looking after technical escalations and training, key strength of field team by enabling regular training to technical team.• Monitoring in-warranty part consumption ratio, flashing reports nationally and plan for corrective actions.• Monitoring and driving TAT % for defined cities, national and its planning for improvement through partners and call mapping.• MSL planning based on upcoming models and existing model based on AR• Appointing National Service provider / Dealer service centre for better after sale support and customer retention, business development location wise.• Resolution on day to day basis issue / problem to escalated calls.• Coordination with HQ team for technical issues and on line solutions.• Working on MPS projects and its costing Show less

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  Toshiba Business Solutions

  Oct 2014 - Jun 2017

  Technical & Service operations Manager - Toshiba India Pvt. Ltd.

  • Handling Business Solutions Division products Technical and Service operations nationally and its network enhancement.• Looking after technical escalations and training, key strength of field team by enabling regular training to technical team.• Monitoring and driving service operation as per SLA’s via through National Authorized partner.• Process implementation on after sales support of ASP’s channel under Authorized partner network.• Monitoring TAT % for defined cities, national and its planning for improvement through partners.• Revenue strategies for consumables and spare parts through partners Profit Center for both organization and channel with best market competition for growth in terms of sale.• Resolution on day to day basis issue / problem to escalated calls.• Coordination with HQ team for technical issues and its solutions.• Facilitating solution / tools for field support to reduce down time.• Arranging / Providing road shows and demo for products. Show less

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  HP

  Jun 2017 - now

  • Partner Service Delivery Manager

    Nov 2022 - now

  • Partner Service Consultant

    Jun 2017 - Oct 2022