DHEERAJ C PALORAL
After Sales (Service) Manager- ITMS
Coimbatore
Summary
Experienced professional in the After Sales (Service) industry with a strong track record in implementing process improvements and elevating service delivery. Committed to fostering a collaborative environment that produces impactful results. Well-regarded for adaptability and dependability, demonstrating exceptional skills in customer relations and team leadership.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
After Sales (Service) Manager
Sumith Electronics Pvt Ltd
Hyderabad
02.2024 - 01.2025
- Successfully managed the after sales team, ensuring all customer service requirements were met in a timely and effective manner
- Performed quality assurance inspections on returned items before they were restocked or shipped out again
- Analyzed data from surveys to identify areas where customer service could be improved
- Developed and implemented strategies to improve customer satisfaction levels, resulting in increased sales and profitability
- Trained new employees on afte rsales procedures as well as company policies and regulations
- Implemented cost reduction initiatives without compromising on quality standards or customer satisfaction levels
- Utilized excellent communication skills to effectively resolve customer complaints and disputes
- Monitored inventory levels for spare parts and other materials used for repairs or replacements
- Ensured that all documentation related to after sales activities was properly filed away for future reference
- Provided ongoing coaching and mentoring support to junior staff members regarding their job responsibilities
- Created comprehensive reports on product returns, warranty claims, and customer feedback
- Maintained an up-to-date knowledge of current products, services, pricing structures, warranties, and policies
- Coordinated the installation of new equipment by following proper safety protocols
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement
- Developed training modules and documentation to train staff
Assistant Manager Technical (ITMS)
Masstrans Technologiies (India)
Pune
10.2022 - 05.2023
- Managed Intelligent Transport Systems in Public Transport and Smart City projects, coordinating cross-functional teams and resources for on-time delivery
- Provided expert technical support to customers and resolved issues for seamless system operation
- Scheduled the installation, configuration, and integration of hardware and software for various projects
- Prepared comprehensive technical documentation and reports facilitating effective knowledge transfer
- Conducted technical meetings with clients to finalize project requirements
- Demonstrated proficiency in client management, serving as the primary point of contact for project-related activities
- Possess strong communication and presentation skills, coupled with the ability to adapt quickly to technical environments
- Expertise in technical writing, including the preparation of Bills of Materials (BOM), negotiation with OEMs, and ensuring technical compliance
- Proficient in preparing operational/system philosophy documents and datasheets in accordance with client specifications
- Applied expertise in value engineering, ensuring cost savings to projects by selecting make/models without compromising tender specifications and facilitating easy installation
AFC Project Engineer-After Market
ATM INTERNATIONALE (France)
Abudhabi
01.2021 - 02.2022
- Did work as AFC Project Engineer for Automated Fare Collection System (TVM, CICO, BBR, TOM, HIM etc.) project for the public transport in Abudhabi (UAE)
- Lead and supervise a team of service engineers responsible for the maintenance and support of Automatic Fare Collection Systems
- Provide guidance, coaching, and mentoring to ensure a high level of performance and customer satisfaction
- Oversee the day-to-day service operations, including preventive maintenance, troubleshooting, and repair of AFC Systems
- Develop and implement service schedules to meet contractual obligations and service level agreements
- Serve as the primary point of contact for clients regarding service-related matters
- Build and maintain strong relationships with customers to understand their needs and ensure high levels of customer satisfaction
- Provide escalated technical support for complex issues, working closely with service engineers to resolve problems efficiently
- Collaborate with the technical team to identify and implement solutions for recurring issues
- Coordinate and conduct training programs for service engineers to enhance their technical skills and product knowledge
- Stay abreast of advancements in AFC Systems and ensure the service team is well-informed
- Implement key performance indicators (KPIs) to measure the performance of the service team
- Ensure accurate and timely documentation of service activities, including maintenance reports, service records, and customer communications
- Generate regular reports on service performance for management review
- Implement and enforce quality assurance processes to ensure the reliability and functionality of AFC Systems under maintenance
- Collaborate with the sales and project management teams to provide insights on service requirements for new projects
- Work closely with procurement to ensure the availability of spare parts and resources
ITS (Intelligent Transport Systems) Supervisor
Al-Futtaim-FAMCO (VOLVO-UAE)
10.2018 - 01.2021
- Oversaw the Intelligent Transport System for the VOLVO bus project at RTA Dubai
- Coordinated support with vendors from ITS and achieved 20% improvement in corrective and preventive maintenance through efficient scheduling
- Implemented strategy to bring down 75% of ITS failures under various operating conditions
- Increased team and group productivity by 10% through training and compliance with SOP
- Conducted training for new technicians
Automotive Electrical Support Engineer
Dial a Battery (UAE)
10.2015 - 08.2018
- Hit 20% more in sales by carrying out professionalism and customer oriented
- Trained and giving information about battery maintenance to attain more life
Technical service engineer
Nymphea-France
04.2013 - 05.2015
- Optimized maintenance and repair operations of RSV in challenging marine environment; initiated proactive spare parts management system resulting in 10% increase in productivity and reduced downtime
Senior Service and Installation Technician (AVM System)
INIT Innovations in Transportation (Germany)
07.2009 - 07.2012
- Installed and commissioned INIT equipment in RTA Dubai Project vehicles
- Did hardware testing, inspected equipment and performed test procedures
- Managed hardware repair and replacement and carried through laboratory testing on electrical equipment
- Provided emergency maintenance and first level support in the field
- Educated and instructed customer service representatives in the use of products from INIT
- Documented tasks, repair activities and reported to back-end system
Automotive Technician
Al Futtaim Motors- Toyota-UAE
09.2005 - 07.2009
- Executed Pre-Delivery Inspections (PDI) for Toyota cars and commercial vehicles, Lexus cars, Hino trucks, and Toyota industrial vehicles
- Followed Standard Operational Procedures (SOP) for service work
- Ensured adherence to established work procedures, time standards, and housekeeping standards to maximize productivity
Education
Diploma - Automobile Engineering
Swami Nithayanda Polytechnic
Kerala 05.1998 - 04.2001
Bachelor's degree - Mathematics
Govt. Brennen College
Kerala 06.1995 - 04.1998
Skills
- Intelligent Transport Systems Project Engineering
- Team Coordinating Maintenance & Repair
- Automotive Engineering Report Writing
- Hardware Installation Troubleshooting
- Microsoft Office Communication
- Preventive Maintenance Technical Leadership
- Teamwork
Staff training and development
Timeline
After Sales (Service) Manager
Sumith Electronics Pvt Ltd
02.2024 - 01.2025
Assistant Manager Technical (ITMS)
Masstrans Technologiies (India)
10.2022 - 05.2023
AFC Project Engineer-After Market
ATM INTERNATIONALE (France)
01.2021 - 02.2022
ITS (Intelligent Transport Systems) Supervisor
Al-Futtaim-FAMCO (VOLVO-UAE)
10.2018 - 01.2021
Automotive Electrical Support Engineer
Dial a Battery (UAE)
10.2015 - 08.2018
Technical service engineer
Nymphea-France
04.2013 - 05.2015
Senior Service and Installation Technician (AVM System)
INIT Innovations in Transportation (Germany)
07.2009 - 07.2012
Automotive Technician
Al Futtaim Motors- Toyota-UAE
09.2005 - 07.2009
Diploma - Automobile Engineering
Swami Nithayanda Polytechnic
05.1998 - 04.2001
Bachelor's degree - Mathematics
Govt. Brennen College
06.1995 - 04.1998
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