Highly successful in meeting & setting KPI & SLA targets and planning areas of improvement; excellence in managing end-to-end process operations with a focus on quality deliverables within specified service norms.
Success in customer-facing roles with experience in evolving strategies that improved customer satisfaction; delivered service in line with agreed controls and procedures.
Keen customer-centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT, thereby attaining client delight and high compliance scores.
Equipment Managed: HEMM like Shuttle cars, Excavator (Hitachi), Diesel Loaders, Diesel Engine (CAT make), Miners, Drill Rigs. Rich experience in managing commissioning activities & maintenance of a wide range of machinery & equipment; implementing process and safety enhancement techniques.
Expertise in enhancing the reliability & productivity of machinery, ensuring maximum equipment availability, balancing maintenance & production line, and conducting the RCA of breakdowns & taking corrective preventive measures.
Highly skilled in preparing & presenting seminars/product usage training at customer locations.
Recognized for value additions & key contributions across career through innovative & transformation initiatives in ensuring smooth service delivery, cost savings, quality, and operational improvements.
Drove organizational objectives by successfully driving operational excellence, deploying innovative solutions, reducing cost, formulating SOPs, and enhancing the skills of the team using strong communication, interpersonal relations, mentoring, negotiation, and leadership skills.
An effective communicator with strong relationship management skills with the capability to relate to people at any level of business and management; possess excellent analytical and negotiation skills Organizational Experience Since Jan’16 with Sandvik Asia Pvt. Ltd. as Customer Service Executive Highlights:
Managing the Customer Relationship Management Operations, Repairing, Overhauling, Erection/Commissioning, MIS Reporting, Training & Development, Inventory Management, Customer Satisfaction, and People Management; offering end-to-end support to customers.
Offering complete on-site sales & service support to the customers regarding maintenance of Heavy Earth Moving Machinery which includes Continuous Miner, Mining Drill rig, Shuttle Cars, FLP Loader & others.
Leading the commissioning of new equipment & resolving technical issues of mining equipment under a service contract.
Planning the complete set of parts, tools & manpower for efficient maintenance activities.
Identifying the involved faults &troubleshooting the Hydraulic System and major mechanical break-down maintenance.
Executing the repairs & overhauling of Wheel Assemblies, Drill Rigs, Hydraulic & Pneumatic Actuators, Oil Cooling System, and overall equipment refurbishment on-site as per OEM standards.
Maintaining the proper records &MIS of equipment audits, parts consumption, parts requirement, utility consumptions, and service completion.
Conducting training & development sessions to enhance the skills & efficiency of Customer Technicians