ANANTHA RAO
Service Engineer/Manager
Skudai
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Service Manager
Dynasty Lift Truck Services Pte Ltd
08.2023 - 07.2024
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Monitored service staff performance and provided feedback for improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and offer available solutions.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Developed customer loyalty programs to increase customer satisfaction.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Negotiated with vendors to secure best prices for parts and supplies.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Maintained records of service transactions and customer feedback for future reference.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Developed detailed plans based on broad guidance and direction.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Managed senior-level personnel working in marketing and sales capacities.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Service Engineer
Toppan Forms Singapore Pte Ltd
12.2021 - 08.2023
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
- Tested and checked performance of hardware and software programs.
- Reduced equipment downtime by performing regular maintenance checks and implementing preventive measures.
- Installed, configured and tested equipment on specialized platforms.
- Created relationships with key decision-makers and served as external technical spokesperson.
- Developed strong relationships with vendors, negotiating favorable terms for equipment purchases and service contracts.
- Maximized equipment reliability by recommending upgrades or replacements when necessary, based on performance evaluations.
- Performed periodic testing of all networks and systems.
- Assisted in the creation of user manuals and documentation for ease of reference during routine maintenance tasks.
- Investigated and corrected mechanical problems with machinery.
- Dismantled defective machines and equipment and installed new or repaired parts.
- Performed troubleshooting and repair for complex electrical equipment.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Completed preventive maintenance on machines to enhance production and maintain quality.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Researched and implemented new technologies and equipment.
- Tested systems, noting issues and completing preventive maintenance.
- Managed maintenance activities, supervised staff, and inspected equipment.
- Wrote and revised maintenance procedures.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
Field Service Technician
Jungheinrich Us
01.2018 - 03.2021
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Optimized equipment functionality by performing routine calibration and adjustments to meet manufacturer specifications.
- Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Improved equipment uptime by conducting regular preventive maintenance and timely repairs.
- Minimized operational costs through efficient inventory management of spare parts and tools needed for field service activities.
- Strengthened relationships with customers by understanding their needs and delivering tailored solutions that exceeded expectations.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
- Provided hands-on training to junior technicians, fostering a culture of continuous improvement within the team.
- Established positive customer relationships by providing punctual, cost-effective solutions.
- Expedited problem resolution by effectively liaising between key stakeholders including customers, management, engineering staff, and suppliers.
- Followed safety procedures to avoid injuries in field.
- Operated hand tools and power equipment according to company safety procedures.
- Interpreted equipment diagrams and blueprints to fully understand mechanical and electrical systems in need of service.
- Contributed to revenue growth by identifying sales opportunities during site visits, promoting additional products or services that align with customer requirements.
- Enhanced system performance through troubleshooting, diagnosing, and repairing complex electronic and mechanical systems.
- Developed and implemented customized service plans to meet customer needs.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Ensured compliance with regulatory standards through meticulous recordkeeping of maintenance logs, inspection reports, and warranty information.
- Tested systems, noting issues and completing preventive maintenance.
- Followed established procedures for inspection of belts, drives and motors, performing needed maintenance.
- Checked, repaired and repacked survival equipment to meet specifications.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Wrote and revised maintenance procedures.
Project Executive
Egana Resources Sdn Bhd
05.2012 - 01.2018
- Managed day-to-day operations of assigned projects, ensuring adherence to budgets, schedules, scopes, quality standards, policies, procedures.
- Developed comprehensive project plans, outlining goals, objectives, tasks, and deadlines for all team members.
- Coordinated meetings with clients, vendors, and internal teams to facilitate smooth project progressions.
- Conducted thorough post-project evaluations to identify areas of improvement for future initiatives.
- Delivered projects on time and within budget by effectively managing timelines and resources.
- Built impactful relationships with clients and suppliers.
- Achieved high client satisfaction ratings by consistently meeting or exceeding expectations in project delivery.
- Strengthened relationships with key stakeholders to ensure successful project outcomes.
- Managed cross-functional teams to execute complex projects from inception to completion.
- Improved team collaboration with clear communication and regular status updates.
- Negotiated contracts with suppliers and vendors for optimal pricing and delivery terms.
- Reduced overall project costs through diligent budget management and resource allocation.
- Directed meetings to deliver corporate initiatives and industry dynamics while using flowcharts and trend diagrams to clarify communication.
- Monitored project progress, identified risks and took corrective action as needed.
- Analyzed project performance data to identify areas of improvement.
- Reported regularly to managers on project budget, progress, and technical problems.
- Maintained open communication by presenting regular updates on project status to customers.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
Education
BBA - Bachelor of Business Management
Malaysia University of Science And Technology
Kuala Lumpur, Malaysia 04.2001 -
Certificate Of Electrical (Class 2) - Electrical Engineering
Yayasan Melaka International College
Merlimau, Melaka, Malaysia 04.2001 -
No Degree - SPM
SMK KOTA MASAI
Pasir Gudang, Johor, Malaysia 04.2001 -
Skills
Customer Service
Relationship Building
Customer Service Management
Problem-Solving
Work Planning and Prioritization
Staff Supervision
Staff Training and Development
Service Documentation
MS Office
Team Collaboration and Leadership
Multitasking and Organization
Staff Motivation
Goal Setting
Service Quality Management
Trustworthy and Honest
After-sales support
Office Administration
Reliable and Responsible
Fluent in English, Malay & Tamil
Documentation And Reporting
Team Leadership
Positive Attitude
Workplace Safety
Project Planning
Schedule Management
Technical Support
Time Management
Inventory Management
Service Scheduling
Estimating and Quoting
Risk Management
Policy and Procedure Enforcement
Proficient in Vehicle Software
Mechanical Diagnostics
Operational Efficiency
Outgoing and Energetic
Data Management
Service Order Flow
Sales Support
Service and Parts Teams Management
Data Analytics
Heavy Equipment Operation
Preventive Maintenance
Organizational Skills
Personal Information
- Date of Birth: 12/19/91
- Nationality: MALAYSIAN
- Driving License: CLASS 2B, 3
- Marital Status: MARRIED
- Visa Status: SPASS/WorkPermit
Languages
Telugu, Tamil
Native language
English
Advanced
C1
Malay
Advanced
C1
Tamil
Advanced
C1
Timeline
Service Manager
Dynasty Lift Truck Services Pte Ltd
08.2023 - 07.2024
Service Engineer
Toppan Forms Singapore Pte Ltd
12.2021 - 08.2023
Field Service Technician
Jungheinrich Us
01.2018 - 03.2021
Project Executive
Egana Resources Sdn Bhd
05.2012 - 01.2018
BBA - Bachelor of Business Management
Malaysia University of Science And Technology
04.2001 -
Certificate Of Electrical (Class 2) - Electrical Engineering
Yayasan Melaka International College
04.2001 -
No Degree - SPM
SMK KOTA MASAI
04.2001 -