A highly efficient, methodical and talented electronics engineer who has considerable experience of with Samsung ,Orient and Changhong Ruba in developing and implementing effective quality control processes and production line in a manufacturing and corporate environment. One of the few team members of starting service department in the Changhong Ruba. Possessing good understanding of quality and production. Supporting all levels of management & working to set schedules and dead-lines.
To develop, with the assistance of Sales, Marketing, SC, Finance departments, After Sales business for LED TVs in order to provide the highest possible standard of customer service, cost saving and contribution in line with company objectives. To support LED sales & marketing departments where service issues are involved.
Key Responsibilities are
Developing Technical Team Network
Repairing Cost Saving
Call Center Management
Complaints Handling Issues
Monthly Report Submission to China
• Ensure that the operation procedure is followed by every team ( Indoor / Outdoor / spare parts / call center / marketing )
• Do Random check for above.
• Monitor escalation jobs ( category wise )
• Monitor TAT / response time / completion / critical spare / as per KPI daily
• Monitor daily revenue collection as per budget
• Ensure availability of spare parts for servicing in time.
• Periodic review of stocks and planning is done.
• Ensure that the planned assets are in place and utilized by the team ( vehicles / tools / equipment )
• Ensure that there is no wastage and accounting is done for the proper usage of consumables, tools and spares by the operations team
• Ensure that revenue targets are met as per the targeted budget.
• Ensure that the marketing plan is executed as per the schedule.
• Ensure that the results of each activity are resulting in improvement of revenue and profitability.
• Ensure that the budgeted profitability is met.
• Ensure that the team is trained on new products.
• Evaluate the training needs for improvement.
• Evaluate the need of soft skills (like Communication skills, customer handling skills, telephonic skills, etc…)
• Regular periodical meeting with the team for their Development and improvement.
• Assist operation in handling customer.
• Ensure that the angry customer is treated fairly.
• Ensure that the correct pricing is provided.
• Ensure the process is followed for the customer goes out happy and satisfied.
• Check the customer’s feedback and take corrective actions.
• Ensure the process in place on constantly measuring customer satisfaction and continuous improvement.
• Snapshot reports on revenue, load, TAT, response / completion time, escalation, customer satisfaction, productivity, etc.
• Report on K Pis / financial / process / Business Quarterly Review report and presentation to the Management.