Narendra Nimbokar
Cluster Field Operations Head
Nagpur
Summary
Passionate and professionally qualified leader with over 30 years of extensive experience in service management, channel and team management, client relationship management, sales, and after-sales services. Currently associated with DishTV as Cluster Field Operations Head, responsible for service field operations in the ROM2 Cluster Vidharbha & Marathwada Region. Adept at managing after-sales operations to ensure optimal resource utilization and top-line profitability. Proven ability to develop and maintain strong client relationships for business generation. Skilled in leading, mentoring, and monitoring team performance to achieve operational efficiency and individual/group targets. Capable of building relationships with key decision-makers in target organizations for business development. Proficient in formalities and documentation for consignment movement and adept at liaising with authorities. Possess excellent interpersonal, analytical, and negotiation skills with a track record of achieving cost, profit, service, and organizational objectives through a process-oriented approach.
Overview
29
29
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Cluster Field Operations Head
DishTV
02.2020 - 09.2022
- Creating an activation plan for the Circle, enhancing network to provide adequate service in all areas
- Strictly & effectively adhering to all SLAs as per local and up-country town requirement ensuring all call completions within 24 hours’ time
- Following Standard Operating Procedures related to customer returns, exchange, price discount etc
- Ensuring optimum product availability, raising indents, and ensuring timely material deliveries
- Administering for appropriate infrastructure & trained manpower in place for the Direct Service Centers and ensuring Area Service Heads select appropriate personnel for the Direct Service centers
- Executing strong customer service orientation to provide customers within the Service Guidelines at D2H and facilitating a pleasant and hassle-free customer satisfactory service
- Maintaining business relations with dealers, conducting regular visits to their stores for personalized services and supervising turnaround times of installations by respective areas service team
- Conducting onsite & after service audits to gauge the capability & compliance of defined procedures and guidelines
- Carrying out periodic Audits of Channel Partners & work accomplished at customer’s premise to improve Quality of Service
- Keeping abreast with market trends through competitor analysis study for implementing improvement plans and procedures
- Managing complaints of goods and products and replacement within given deadlines
- Monitoring & Tracking failures & their causes every 2-3 months
- Creating report & analyzing the same to check if a need for further training to the employees is required
- Preparing reports, providing inputs to National Service Head on budget & material requirements for efficient planning
- Developing & appointing new business partners, assisting dealers & distributors for product and brand promotions
Cluster Head – CS
Videocon D2h Ltd
08.2008 - 03.2017
- Managed entire Vidharabha region through authorized service centers, located at various city & upcountry locations for customer service operations
- Identified & appointed new service centers at key locations for prompt service
- Handled escalations, complaints, refunds, replacement & dealer’s stock issues
- Conducted system trainings sessions for service centers & ensured strict adherence to SLAs
- Developed and implemented a customer service policy for an entire organization; and ensured customer retention & satisfaction to the level of 95%
Area Service Lead
Tata Sky Ltd
05.2006 - 08.2008
- Managed entire Vidharabha region through authorized service centers, located at various city & upcountry locations for customer service operations
- Identified & appointed new service centers at key locations for prompt service
- Handled escalations, complaints, refunds, replacement & dealer’s stock issues
- Conducted system trainings sessions for service centers & ensured strict adherence to SLAs
- Developed and implemented a customer service policy for an entire organization; and ensured customer retention & satisfaction to the level of 95%
Area Service In-charge
LG Electronics Pvt. Ltd.
02.2004 - 05.2006
- Administered Service Network for 11 districts - entire Vidharbha Region
- Organized free service camps in interiors of entire Vidharbha to promote Sales & Brand Penetration
- Planned visits / audits for Gas Charging & Compressor replacement claims to reduce & manage Branch Service Cost and executed qualitative services
- Managed entire service Centre’s including audits, housekeeping, training to service engineers
Sales Executive
Videocon International Ltd
12.2003 - 01.2004
- Achieved targets in Retail & Institutional Sales
- Prepared MIS and reported the same to the Management
- Conducted events and exhibitions to promote brand and product on regular basis
Service In-charge
Videocon Industries Ltd.
07.2001 - 11.2003
- Achieved targets in Retail & Institutional Sales
- Prepared MIS and reported the same to the Management
- Conducted events and exhibitions to promote brand and product on regular basis
Sales Engineer
NGDA Services
11.1993 - 06.2001
- Instrumental in generating sale for 7 brands of Air Conditioners and coordinated with Principals for adequate flow of spares and accessories
- Played an important role in acquiring maintenance contracts
Electrical Supervisor
Shri Industrial Electro Engineering
10.1993 - 07.1993
- Supervised Sites for electric fittings work undertaken by the organization
- Interacted with Builders and domestic customers for proper customer satisfaction and formed a link between Electricians & Proprietor for better services
Education
Diploma - Electrical Engineering
Govt Polytechnic
04.2001 -
Skills
- MS Word
- Excel
Certification
Computers Repair & Maintenance Course from Govt Polytechnic, Nagpur
Key Highlights
- Headed Cluster Service Heads / Area service Heads, Direct Service Centers & Franchises and Service Network for Entire ROM Circle in DishTV, 02/20 to 09/22
- Managed entire Vidarbha / Marathwada and Mumbai Metropolitan region as Cluster and Circle Head, Various positions
Personal Information
Date of Birth: 03/13/73
Business Expertise
- Client Engagement and Management
- Inventory Management
- Customer Relationship Management
- Audit of Channel Partners
- Dealer Mapping, Event & Exhibition Management
- Budgeting & Cost Controlling
- Manpower Management & Work Allocations
- Training & Development at Service Centers
- Account Development
- Performance Enhancement
Timeline
Cluster Field Operations Head
DishTV
02.2020 - 09.2022
Cluster Head – CS
Videocon D2h Ltd
08.2008 - 03.2017
Area Service Lead
Tata Sky Ltd
05.2006 - 08.2008
Area Service In-charge
LG Electronics Pvt. Ltd.
02.2004 - 05.2006
Sales Executive
Videocon International Ltd
12.2003 - 01.2004
Service In-charge
Videocon Industries Ltd.
07.2001 - 11.2003
Diploma - Electrical Engineering
Govt Polytechnic
04.2001 -
Sales Engineer
NGDA Services
11.1993 - 06.2001
Electrical Supervisor
Shri Industrial Electro Engineering
10.1993 - 07.1993
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