Gurtej Bains
Brampton
Summary
Accomplished Customer Service Manager at KUKA Robotics, enhancing customer loyalty and streamlining all after sales operations. Excelled in staff management and technical support, demonstrating exceptional problem-solving and interpersonal communication skills. Achieved significant improvements in team productivity and customer satisfaction and driving operational excellence.
Successful maintaining a healthy balance of operational, business and strategic needs of the company and the customers
Overview
2025
2025
years of professional experience
7
7
years of post-secondary education
7
7
Certificates
Work History
Customer Service Manager
KUKA Robotics
9 2022 - Current
- Responsible for overall operational, strategic and financial performance of all after sales services.
- Responsible for hiring, training and career advancement of field service technicians.
- Spearheading team operations, driving business growth through strategic planning, process improvements and market analysis.
- Achieved 20% growth in repeat business to support future expansion.
- Leading high performance team operations, assuming fiscal and operational responsibility, and delivering exceptional results results via resource allocation, budgeting and performance monitoring.
- Managing current training portfolio and planning for future customer and internal trainings.
- Manage and inventory of parts and tools servicing breakdown situations and planned maintenance.
- Handling all customer escalations and managing expectations and re
- Assist sales team with customer projects to deliver exceptional after sales experience.
- Liaison between internal and external parties to provide mutually agreeable solutions while maintaining and fiscally healthy department.
- Achieving 10% growth in order intake utilizing proactive measures.
- Supervise employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Developed and offered unique discount options to drive interest in new product lines.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Collaborated with upper management to improve customer service processes and regional support structure.
- Collaboration with IT department to streamline customer data management and trend analysis.
- Introduce policies and procedures to maintain safe and healthy workplace.
Technical Coordinator
Kuka
06.2021 - 09.2022
- Established troubleshooting strategies to help team members deal swiftly with common problems.
- Managed projects, ticketing and CRM tracking to document support and control workflows.
- Improved success of technical team in handling support requirements by enhancing workflows and optimizing SOPs.
- Set schedules for preventive maintenance and on-site repairs.
- Communicated project updates to stakeholders at all levels.
- Updated customers and senior leaders on progress and roadblocks.
- Managed technical resources for optimal performance, ensuring timely completion of tasks across various teams.
- Handled escalated calls for technical support to back up team members.
Field Service Engineer
KUKA Robotics
09.2020 - 06.2021
- Tested equipment performance and demonstrated operation and servicing of equipment to customer.
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
- Maintained tools and equipment, parts inventory and library of machine manuals.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
- Performed onsite installation, modification and maintenance of systems and equipment.
- Inspected equipment and processes to reduce maintenance-related downtime incidents and mitigate equipment failures.
- Checked safety practices and integrity of PPE.
- Trained personnel to align objectives, strengthen competencies and standardize operations.
- Managed administrative tasks such as maintaining customer service logs and internal service records.
Controls Technician
Promatek Research Centre
07.2004 - 09.2020
- Skilled in troubleshooting control system malfunctions and creating plans for repair.
- Improved systems with addition of new features and infrastructure.
- Developed and implemented programs for preventive maintenance in control devices and electromechanical systems.
- Communicated with mechanics, technicians, supervisors, process engineers and operations personnel to verify proper functioning of process automation and instrumentation.
- Performed maintenance on motor control centers, motor-operated valves, programmable logic controllers, excitation equipment, human-machine interface devices and motors.
- Calibrated, tested, maintained, troubleshot and installed plant instrumentation, control systems and electrical equipment.
- Completed critical repairs and maintenance of electrical systems and program software.
- Used information in technical diagrams, schematics, and manuals to understand operations and make successful repairs.
- Revamped systems and upgraded wiring, PLCs and drives to handle changing needs.
- Created controls schematics and layout drawings and specifications for prototypes, production products and testing procedures.
- Mentored junior developers, providing guidance and support to accelerate their professional growth.
Education
Industrial Electrician Apprenticeship - Electrical And Instrumentation
Humber College
Toronto, ON 08.2002 - 07.2004
Bachelor of Science - Electrical Engineering
Thapar Institute of Engineering And Technology
India 07.1991 - 08.1996
Skills
Training and mentoring
Customer relationship management (CRM)
Service delivery optimization
Handling escalations
Team building
Effective workflow management
Budgeting and reporting
Certification
AB PLC/HMI Programming
Timeline
Technical Coordinator
Kuka
06.2021 - 09.2022
Field Service Engineer
KUKA Robotics
09.2020 - 06.2021
Controls Technician
Promatek Research Centre
07.2004 - 09.2020
Industrial Electrician Apprenticeship - Electrical And Instrumentation
Humber College
08.2002 - 07.2004
Bachelor of Science - Electrical Engineering
Thapar Institute of Engineering And Technology
07.1991 - 08.1996
Customer Service Manager
KUKA Robotics
9 2022 - Current