Mukund Sharma
Ottawa,Canada
Summary
Solutions-focused Customer Service Engineer known for high productivity and efficient task completion. Skilled in troubleshooting, technical support, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring seamless operations and positive client interactions. Committed to continuous improvement and leveraging technical expertise to meet diverse customer needs.
Overview
7
7
years of professional experience
Work History
Customer Service Engineer
Apollo Tyres Ltd.
, India
11.2022 - 07.2024
- Provided technical support and troubleshooting assistance to customers with hardware, software, and networking issues
- Identified customer needs and provided solutions to meet their requirements
- Resolved customer complaints in a timely manner by identifying the root cause of the issue
- Handled escalated customer inquiries in a professional manner
- Created detailed reports on customer service performance metrics
- Governance: Warranty & Guarantee: Area office weekly Audits
- Product Performance: Publish Report within 30 Days of New Product Launch, and Competition New Product Launch and its impact
- Conduct product trial fitment and performance study in order to provide the field performance feedback to the organization
Technical Service Engineer
TVS Brakes India Ptv. Ltd.
, India
02.2020 - 10.2022
- Responsible for the service of the north region in India
- Performed troubleshooting, repair and maintenance of computer systems and equipment in customer locations
- Analyzed problems using advanced diagnostic tools
- Assisted with the development of training materials and provided instruction to end-users
- Created detailed documentation of service activities performed at customer sites
- Maintained inventory control records for spare parts used during service calls
- Adhered strictly to safety guidelines when performing service tasks onsite
- Collecting existing and new product feedback through authorized OEM dealers and IAM
- Collecting the competitor's product details and feedback from the end customer
- Conduct product trial fitment and performance study in order to provide the field performance feedback to the organization
Service Advisor
Toyota (Globle Mohali)
, India
02.2019 - 01.2020
- Greeted customers and addressed their needs in a professional manner
- Resolved customer complaints in an efficient and courteous manner
- Tracked customer requests, comments, problems, issues and resolutions within designated systems
- Provided accurate estimates of repair costs, labor times and parts prices to customers
- Assisted with scheduling appointments for service work to be performed on vehicles
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards
- Explained the features and benefits of products or services offered by the dealership to customers
- Prepared invoices for services rendered and collected payments from customers
- Conducted customer satisfaction surveys to identify areas for service improvement
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
Service Advisor
Hyundai (Samta Motors)
, India
10.2017 - 01.2019
- Greeted customers and addressed their needs in a professional manner
- Resolved customer complaints in an efficient and courteous manner
- Provided accurate estimates of repair costs, labor times and parts prices to customers
- Assisted with scheduling appointments for service work to be performed on vehicles
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly
- Explained the features and benefits of products or services offered by the dealership to customers
- Prepared invoices for services rendered and collected payments from customers
- Conducted customer satisfaction surveys to identify areas for service improvement
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Collected deposits or payments and arranged for billing
Education
Diploma - Automobile Engineering
Shaheed Udham Singh Engineering College
Tangori, Mohali01.2017
Skills
- Sales Support
- Warranty Claims Process Management
- Remote Support
- Technical Troubleshooting
- Parts Ordering
- CRM Software
- Computer Skills
- Quality Control
- Technical Support
- Technical knowledge
- Repair
- Quality Inspections
- Product Training
- Customer Satisfaction
Training
- 6 weeks Training of Electric Vehicle
- Online Training under TVS Brakes India Awareness on Air Brakes
- Advance in Tractor Braking System
- Simplified Vehicle Dynamics
- Automotive NVH trends and its subsequent challenges
- Geometric Dimensioning and tolerance
- Awareness on Rubber and Rubber parts in brakes systems
- Introduction to CNC Programming
- Successful Negotiation: Essential Strategies and Skills
- How to Create and Evaluate Skills Matrix for Organization Success
- Creativity, Problem Solving and Decision Making
Hobbies and Interests
- Travel and Explore new places
- Painting
- Cooking
- Listening Music
Languages
- English
- Hindi
- Punjabi
Timeline
Customer Service Engineer
Apollo Tyres Ltd.
11.2022 - 07.2024
Technical Service Engineer
TVS Brakes India Ptv. Ltd.
02.2020 - 10.2022
Service Advisor
Toyota (Globle Mohali)
02.2019 - 01.2020
Service Advisor
Hyundai (Samta Motors)
10.2017 - 01.2019
Diploma - Automobile Engineering
Shaheed Udham Singh Engineering College
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