Experience

• 

  Samsung electronics

  Apr 2003 - Nov 2004

  Gsm service executive

   Responsible for handling: Service Layer Solution Area which deals with part management, customer satisfaction. Telecom Management Solution Area, encompassing service fulfillment, service assurance. Troubleshooting in the areas of software, hardware, field-testing of upcoming model, support to service engineers, monitoring the authorized service centers. Supporting the Dealers / Distributors in any service related issues of whole West Bengal territory.  Supervising 12 Authorized Service Centers & 5 Dealer Service Centers. Giving presentations on products to Dealers /Authorised Service centre.Notable Achievements Awarded the Best Performing Branch (for Customer Satisfaction) in 2003 – 04. Introduced: SMPP concept (Service part) quite successfully in West Bengal market.  GSM service operation in the West Bengal & expanded the care network from zero to seventeen. Regional swap centre concept of the east For Samsung India Electronics Ltd. Show less

• 

  Hyundai electronics industries co., ltd.

  Nov 2004 - Jun 2006

  Service incharge

  Key Deliverables Handling entire North East Zone. Achieving the service revenue targets to recover branch service expenses. Ensuring that all service calls are attended & completed successfully within the response time. Managing the service team with cordial industrial relations. Carrying out:  Technical follow up with service executives / technicians & HO product support team to provide timely solution. BTL promotions for service. Controlling & monitoring usage of spares & ensuring smooth spares supply at the Branch Level.Notable Achievements Introduced the Service infrastructure in the North East for the Hyundai Electronics India Ltd. Successfully sustained repair cost well below from permissible limit. Show less

• 

  Nokia

  Jul 2006 - Apr 2014

  Key Deliverables Managing after Service Channel operation .. Planning & implementing service center network expansion for handling the repair load smoothly. Making sure that all service calls are attended & completed successfully within the response time. Carrying out technical follow up with service executives / technicians & HO product support team to provide timely solution. Controlling & monitoring usage of spares & ensuring smooth spares supply at the Branch Level. Ensuring proper decorum at service center by establishing disciplinary norms at work to ensure convenience to the customers Responsible for maintaining relations with operators like Reliance, Tata, Airtel etc. Auditing service franchisees in terms of look & feel / call status / spare consumptions / response time / dealer visit frequency on weekly / monthly basis. Achieving channel satisfaction & customer satisfaction. Providing orientation & training for every new product to sales & service team. Responsible for maintaining relationship with Organized trade like Mobile store/Pantaloon/One mobile etc Responsible for launching any VAS in in service channel Achieving Sales target like accessory /AMC(care protect) . Achieving Target of Field Failure Rate/ spare consumption ratio. Show less

  • Area Repair Operation Manager

    Apr 2013 - Apr 2014

  • Care Competence Development Manager-East

    Jul 2012 - Mar 2013

  • Service Operations

    Jul 2006 - Aug 2012
• 

  Microsoft

  May 2014 - Aug 2015

  Reverse supply chain operations manager

  Heading Repair operation of Microsoft Mobile devices in West Bengal, Orissa and North Eastern states with 3 Direct reportee about 25 k monthly repair loads.key Deliverables are:1.Vendor Management. Performance monitoring & reviews – SLAs & KPIs leading to Outlier Mgmt. & RCA Manage vendor relations Drive cost savings initiatives across vendors(Front end & Back end) Network capability improvement – Training, Tools, Consumer expectations etc. 2.GTM & Product Quality Ensure Network readiness for new product launches Quality samples & issue reporting Trade & Consumer Management Act as an escalation point for Market issues & ensure resolution Trade customer relationship & resolution management Single Point contact for Branch managers & Sales managers Review & evaluate proposal for ramp-up/ramp-down of service network 3. Claim Management Service code wise analysis Outlier Management of Off take Vs. Claim, CPR, MSL, RTL etc. 4. Revenue Monitor & deliver revenue performance of Service executives. 5. Team Management Conduct performance management of Service executives Route new requirements of SEs/NCCs/Trade to Hub Managers Show less

• 

  Samsung electronics

  Sept 2015 - May 2023

  Branch service manager

  Service head for Chattisgarh Service Operation for all products of Consumer Electronics, Home Appliances, Mobile Devices and IT products of Samsung Electronics with a team of around 15 direct employees and more than 500 indirect employees under partners role.

• 

  Tata play ltd

  May 2023 - now

  General manager field service delivery

  Heading Circle field service delivery operation for Odisha state .Leading a competent team comprises of Senior service managers , trainers, service Engineers who are ensuring the quickest service delivery for installations and repairs and drive best of Industry NPS also generate revenue through upsells and world class product services of Tata Play.Job PurposeEnabling all Field service delivery points and teams to make it easy and simple to Tata Play customers for timely quality v installations, speedy and quality resolutions to customer for any viewing related concerns, Selection and appointment of ISPS, monitoring contract management, Drive NPS , Retention of quality manpower by motivating , on job training to ASMs Show less