The document provides a summary of a Regional Service Manager's responsibilities at ThermoFisher Scientific Pvt Ltd in Mumbai, India from September 2011 to March 2015. Key responsibilities included handling all service-related functions, providing customer support and resolving issues, ensuring high customer satisfaction, managing the regional service team and service partners, achieving service targets, and strategically planning customer service programs. The manager was responsible for the overall service operations in the West region.

1. Company Name: ThermoFisher Scientific Pvt Ltd Mumbi, INDIA,
Sep 2011 Mar 2015 (3Years 7 Months)
Title: Regional Service Manager
Description:
• Handling the entire gamut of activities related to the company’s Vision, Values and Strategy; Planning & executing all
the Service related functions.
• Providing immediate service support to the clients for resolving their issues and complaints in compliance with preset
guidelines and rules.
• Mapping clients’ requirements & ensuring rendering of solutions as per specified guidelines. Minimizing bottlenecks for
high quality of service for increasing the Customer Satisfaction Index.
• Spearheading efforts across handling entire spectrum of functions pertaining to services plans & procedures;
implementing services plans / policies for ensuring accomplishment of business goals.
• Strategic planning that leverage customer service programs to deliver highly profitable processes & customer retention
programs.
• Responsible for overall West region service operation, spares and loaner management, improve customer satisfaction,
hiring of engineers, arrange training of service team, mentoring ASMs & FSE-team to deliver consistent service quality.
• Appointing service partners at key locations across the region as per the business potential and requirement. Ensuring
consistent improvement of service delivery through process improvement and trainings with concentration on ARs
(Payment follow-ups) or efficiency improvement of service partners.
• Ensuring service satisfaction of clients and build confidence on service support. Providing service operation initiatives
and supporting service business team for achieving service revenue targets.
• Providing effective and inspirational leadership to the team through regular training, motivation and performance
appraisals in order to achieve set targets as well as preparing service procedures and policies.
• Handholding of own service team & ensuring the establishment of service system in line with service policy at service
franchise & their field manpower. Maintaining proper records of job-flow/work orders, spares utilization and inventory.
• Ensuring speedy resolution of queries & grievances, to maximize customer satisfaction levels. Setting up strong channel
to capture voice of customer (VOC) and recovery process to win back dissatisfied customers.
• Ensuring smooth flow of repair by collaborating & cooperating with regional dealer service teams to meet customer
expectations.
• Conducting free service camp & customer feedback / satisfaction survey, acknowledging all the appreciative / criticizing
feedback, ensuring action on given areas including the product quality improvement.
• Spearheaded efforts across handling entire spectrum of functions pertaining to services plans & procedures ensured
accomplishment of business goals; strategic planned that leverage customer service programs to deliver highly
profitable processes & customer retention programs.
• Managed sales activities while handling the all India service team as well as the entire Service Dealer Network in India
of the Company.
• Achieved customer satisfaction by providing better services, reached targeted goals along with maintenance of
customer satisfaction feedback reports & took subsequent actions.
• Responsible for service revenue generation and overall performance of the Service Team for achievement of the
service target (Invoicing).
• Controlled Up-time/MTTR (Mean Time to Repair) while tracked Asset Data Base to generate business opportunities; led
efforts across establishing healthy business relations with clients & external associates for securing long term customer
loyalty.
• Shouldered the responsibilities of expansion of service network, set up service partners and imparted service training
through technical teams to achieve optimum service & spare parts reach.
Vaishnavi Niwas,
174/179, RSC 1A,
GORAI 1, BORIVILI (WEST), MUMBAI 400 091
INDIA
Mobile 0091 981 981 0371
E-mail bhagyesh.haldankar@gmail.com

2. • Strategically planned & conceptualized creative, out-of-the-box strategies that leverage customer service programs to
deliver highly profitable processes and customer retention programs.
• Provided effective guidance to the team members for Installation and service after sales and ensure optimal utilization
of resources.
• Proactive in leading administration related activities & ensuring optimum & effective utilization of resources. Ensured
effective rendering of services to enable smooth flow of day to day operations.
• Assessed current performance and services to recommend process improvements to maximize customer satisfaction.
• Pioneered efforts across successfully managing the whole gamut of activities pertaining to Sales and Service;
monitored service performance & feedback, customers’ expectation vs. product delivery, interface between market &
plant for product improvements & development
Vaishnavi Niwas,
174/179, RSC 1A,
GORAI 1, BORIVILI (WEST), MUMBAI 400 091
INDIA
Mobile 0091 981 981 0371
E-mail bhagyesh.haldankar@gmail.com