About KAUSHIKKUMAR DALWADI:
Dy Manager
After Sales And Service
Experience
- Attend customer calls and direct to site engineers, engineer work schedule daily and weekly basis.
- Preparation of detailed schedule at site for the installation and commissioning.
- Collection and submission of service & work completion report.
- Developing and maintaining Competency matrix for his employees and working on their developmental plan.
- Techno-commercial discussion with customers, prepares & submit offer to client, negotiate, finalize and dispatch spares and AMC order. Achieve customer service department objectives.
- Liaise with customers and internal departments to ensure a high level of effective communication is maintained throughout the project lifecycle and a smooth running of project to target dates.
- Improve the quality and cost effectiveness of installations and products
- Customer complaint (CCRP), Erection and commissioning issues, spare sales and AMC business analysis, review report and action plan monthly basis.
- Prepare monthly spare sales report and take corrective actions in case of any deviations.
- Strong focus on customer complaints handling, reliability warranty analysis, reduce field failures & Vendor Improvement improve product quality.
- Research, identify, develop and recommend corrective measures to address technical issues identified in the field or in-house. Correcting and preventing action against field report review RCA by 5 why analysis.
- Develop Service execution strategy aligning with business strategy and drive those strategic actions to exceed business results. Key performance indicators are Customer Satisfaction - Response/Resolution time,
- Visit to customer’s site with service & sales team for inspection of equipment, identify the improvement /modification required area, collect information from customer, discussed with customer to adopt recommended solution.
- Service Profitable Revenue Growth, Service Team Utilization, Planned Maintenance Execution.
- To build customer loyalty and retention through delivering innovative, customer focused and positioning value added service solutions basis customer needs.
- Insure service & work completion report acknowledgment duly certified by the client.
- Review customer Purchase Orders and Contracts, working with customers and internal commercial, technical and manufacturing departments to resolve specification issues or risk.
- Evolution of service, recruitments, Competence of engineers, technical training.
Maintaining records, ISO improvements, MIS improvements, SAP documents and Sales force. - Create and manage project plans with key milestones, resources requirement, risks and opportunities identified.
- Identify opportunities for continuous improvement to the project delivery process.
- Recruit Develop, Motivate and Manage teams of Regional Service Engineers team to direct and fulfill Service execution activities with customer centric mind-set.
- Develop competencies of teams’ basis development need and ensuring Employee Engagement to deliver sustainable superior performance.
- Managing Daily Improvement tools, lean thinking and problem solving tools to improve current systems and processes required to achieve operational efficiency and control and to deliver a best in class Customer Service experience
- Build on the ISO accreditation as a platform for driving business process standardization across the businesses leading to back office synergies and leverage opportunities.
Overall erection, commissioning & handover site to end user. - Coordinate for reports on product improvement requested by client improve the quality and cost effectiveness of installations and products.
- Support the warranty process, inspection report reviews, recommendations, and solution definitions.
- Develop and implement effective processes, systems, procedures and training programmers.
Education
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