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CV Customer Service Supervisor, M/S. Eureka Forbes Limited, Madurai, Service Engineer Sony India

Customer Service Supervisor, M/S. Eureka Forbes Limited, Madurai, Service Engineer Sony India

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CV/Resume ID no.: 105153

Location (Residence): chennai, India
Citizenship: India
  Native: Urdu
  Other: Gujarati
Education & Experience: Work Authorization & Relocation:
  Masters in HRM

Years of Experience: 14 years
Authorized to work in:
Present Location:
   United Kingdom
Category Subcategory Ability Experience
Other Customer Service Trainee 8 years
Other Labourer Trainee 4 years
Other Other Trainee 6 years
Other Other Trainee 2 years
Other Other Trainee 2 years
Other Other Trainee 1 year
CV/Resume Details
1. Summary (Cover Letter) - CV/Resume Part 1 [Mandatory]


Professional Synopsis

 Over 10 years of experience in Electronics Product services
 Keen knowledge in servicing Sony, Thomson and TCL Products
 Providing customer oriented service with best service quality
 Proactively assisting engineers and customers for challenges

2. Work Experience - CV/Resume Part 2 [Mandatory]

Work Experience
Company – M/S. Eureka Forbes Limited, Madurai
Designation – Customer Service Supervisor
Period – September 2008 till now
Key Responsibilities
A) Authorized Service Centre Visit
Visiting the ASC as per the schedule
Solutions for Part Pending
Solutions for Reducing the Process Calls
Discussion on the performance of the ASC
Guiding to improve the performance of the ASC
Infrastructural Support to the ASC
Analyzing calls where the response time is very high
Maintaining of MSL of product wise
Discussion on the TAT,SRR,RRR i.e. Turn Around Time,

B) Repeat Repair, Speedy Repair Ratio, ways and means to improve the same
Measuring the performance of the Engineer
Implementation of new policy and procedures in the ASC as suggested by H.O.
Analyze on High TAT, SRR, RRR, Technical Problems, Cancellation Calls
Measuring the Customer Feedback of the particular ASC by conducting Survey's
Training to engineers/Back officers/Stores officers on a regular basis to update with regards to any new system in service

Activities apart from the above
Developing new infrastructure for Smoothening the Service Operation
Increasing the call load by conducting some free service camp/
Increasing O/W Calls by offering discount, convincing the customers
Ensuring NIL replacements across the territory
Ensuring TAT,SRR,RRR are in par with the company's standards
Nil Customer Escalations, Written Cases, Legal Cases
Checking the performance of ASC's on a daily basis
Co-coordinating with HO for additional support
Discussion with BSM on a weekly basis to update the status and performance of the ASC's
Co-coordinating with Regional Parts Distributor for arranging parts
Followed by the other routine daily activities

Company – M/S. Sony India Private Limited, Chennai
Designation – Service Engineer Indoor / Outdoor
Period – December 2004 to August 2008
Key Responsibilities
Servicing only Sony Products
Televisions BRAVIA Lcd, Plasma & Conventional
Hi-Fi audio and video System Level III
Sony Ericson Mobiles and Cordless Phones
ACD, VCD and DVD Players
Got Appreciation Letters and calls from customer
Given Training Programs at Head Office

Company – M/S.Thomson Multimedia (I) Pvt Ltd, Bangalore
Designation – Workshop In charge
Period –May 2000 to November 2004
Key Responsibilities
Co-ordination between management, customer and accounting
Handling customer related issues
Allotting Jobs to Technician
Handling Complicated Problems in products
Assisting Technicians in real time
Organizing Training Programs for engineers
Maintaining Turn around time daily
Sending weekly, Monthly report to management

Company – M/S. Thomson Consumer Electronics (I) Pvt Ltd, Salem
Designation – Service Engineer, Workshop
Period – Jan 98 to May 2000
Key Responsibilities
Servicing Thomson and Dyanora Products
Customer education about Product usage
Board Level repair of All Audio and Homer Products

Company – M/S. InfoTech Computer Service, Salem
Designation – Hardware Service Engineer
Period – July 97 to December 97
Key Responsibilities
Servicing Zenith pcs and all printers (Chip Level)
Install and Trouble Shooting Of Software Installation
Board Level repair of All Pc Monitors

Company – M/S. Solidaire & Grundig Service, Salem
Designation –Service Engineer
Period – Jan 93 to June 97
Key Responsibilities
Servicing Solidaire and Grundig Televisions
Hi-Fi audio and video Systems

3. Education & Training - CV/Resume Part 3 [Mandatory]

Academic Qualifications
 Masters in Business Administration, Annamalai University
 B.A.(History), Annamalai University
 Diploma in Electronics and Communication
 Post Graduate Diploma in Computer Hardware ( Chip Level )

4. Computer Skills - CV/Resume Part 4 [Mandatory]
5. Other Skills - CV/Resume Part 5 [Optional]
6. Additional Information - CV/Resume Part 6 [Optional]


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Customer Service Supervisor, M/S. Eureka Forbes Limited, Madurai, Service Engineer Sony India
CV/Resume ID no.: 105153

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