Service Executive – Marketing s upport 1995 -1998

http://www.bpl.in/healthcare/

Scope of operation• Service support to Entire Western India region – Maharashtra, Goa, Gujrath

• 150 Million population in the region

• Commercial capital of India (Mumbai),15 Metro cities,aprox 200 small towns

• Product ranges Healthcare, Consumer, Home appliances, Security systems

• 75 Service franchise , 10 service offices, 100 Technicians, 50 office staff

• Yearly sale of 500 Million INR in the region ( 10 M$ )

• Yearly 100 Million INR of service revenue ( 1M$ )

Major customers

• Home consumers, Healthcare clinics / Hospitals

• Armed Force Service Depot, State government institutions

• Banks , Public sector companies

Roles & Responsibities – Technical

• Recruit Technical manpower in the region – Service Engineer, Service Supervisor

• Train technical staff on new products • Co-ordinate with HQ for critical technical problems

• Ensure availability of test jigs , spare parts, service tools in the region

Marketing s upport

• Ensure all sales region is covered by Service support• Additional warranty for premium customers . Free Installation , accessories etc • Support Marketing seminars in the region • Share Install base data with Sales team • Develop Sales / Service Franchises network in the region.• Audit Sales / Service Franchises as per company’s compliance policy

Commercial

• Control service operational cost in the region

• Manpower Service compensation , Tooling,

Maintenance contracts

• Office Maintenance, Spare part / consumable sales ,

T & L Communication , Service charges for out off warranty

Regional HQ ( Sales , Service ) Area office ( Sales, Service ) Sales Service Franchises

Sales Franchises

( Area of operation Wes tern

)India

Service support IT infrastructure ..2011• All service , sales offices in LAN .. Installation of CRM

Mumbai

Pune

Delhi Hyderabad

Chennai

Kolkatta

Hyderabad Ahmedabad

Bhopal

Service HQ

Call center – Service callsSales queriesAfter officehours

Spare parts distribution center

Manufacturing of spares

Corrective actions on customer complaints - Regulatory

Status of ordered s pare parts

IT support for Service Engineers

Online s ervice reports

online training

Track Part delivery s tatus

Online s upport to s ervice Engineers critical / complaints Remote

Diagnos is

Online s ervice documentation s ervice notes

, Service ins tallation manuals

Knowledge Sharing online s ites

IT Tools for Service Engineering

Ins tall Bas e Data