Experience

ideaForge

• Aviation and Aerospace Component Manufacturing
• 200 - 300 Employee

• Senior Manager

  • Jun 2023 - Present

• Deputy Manager

  • Apr 2022 - Jun 2023

  Established local repair centers in North & Northeast region to improve the uptime/ turnaround time from current base level, provided continuous support to MoD & Paramilitary customers in operation/products as per SLA till the product Life cycle. Recruited, mentored and developed customer service engineers and nurtured an environment where they can excel through encouragement and empowerment. Improved customer experience with on time product delivery, strengthened RCA mechanism with R&D and Quality assurance function to avoid repeated failures at customer end. Quarterly visit to HQ (MoD, Paramilitary) to understand top rated challenges and addressed them proactively to maintain customer relationship. Implemented customer support processes, policies, SOPs, industry techniques & methods at field to enhance customer satisfaction. Ensured optimum NPS for assigned clients. Getting positive leads for new business opportunities from existing clients. Provided round the clock support to assigned customer especially large projects like Infantry -05 (SIDM1 & 2). Show less

• Associate Manager - After Sales

  • Apr 2019 - Mar 2022

  Supervised day-to-day operations in the After Sales department and maintained turnaround time as per service level agreement. Involved in capital procurement project (Infantry project) and successfully completed DGQA & MET trials 2 times in accordance with JSS55555 standard. Provided maintenance training effectively to EME Battalion of Indian Army as a part of the contract ibid. Gained extensive experience on how to register product in NSN codification (NATO Stock Number) portal. Successfully carried out PDI/JRI in front of customers before delivery of the equipment. Optimized process flow to minimize dwell cycle time for repairs. Provided technical support proactively to field engineers to minimize system downtime. Implemented efficient processes to ensure quality assurance of repair product at field. Established a service center (at Chhattisgarh location) in customer premises to reduce the product downtime and to improve the CSI. Ensured zero escalation by managing effective customer relationship. Supported to prepare tender documents for tender submissions. Show less

• Engineer

  • Apr 2016 - Mar 2019

  Imparted training to service engineers on drone repairing and enhanced their skills up to expert level. Ensured quality assurance of the product post repair at field. Administered after sales material management to ensure on time material availability for preventive /corrective maintenance. Coordinated proactively with different teams internally to design, test and validate alternate for end-of-life materials. Maintained accurate records for all customers, service activities and discussions. Supported in DMAIC project to improve CSI, NPS report and enhanced customer experience. Successfully participated in brand building activity to showcase product capabilities. Established efficient processes to implement RCA solution for field products to enhance the product performance, reliability & safety significantly. Handled a team of service engineers and coordinated service activities Pan India. Show less

• Team Lead

  • Apr 2013 - Mar 2016

  Created rapid layout and production planning schedule for reliable and suitable production of quadcopter line to close multiple in hand orders on time. Implemented on time QC concepts as per industrial standards to get a reliable product. Improved the process of loading rework stations for repair on the faulty products without hampering the production line thereby improving the overall production efficiency.

• Assistant in soldering & Assembly

  • Jul 2010 - Mar 2013

  Worked independently to carry out soldering surface mount devices on PCBs. Worked in different assembly line and stages of UAV production. Involved in prototyping of new product.