MANANJAY KUMAR PATHAK
Gamek De Viana, Luanda
Summary
A CX professional with over 12 years of rich experience in After-Sales Service, Product Development, Parts Management, SKD-CKD factory and Technical Support with a deep understanding of East African markets across all regions. Proven track record of Business growth, Service turnarounds, Process enhancement, Expanding Sales & Service network, building high performing Sales & SVC team with Sustainable Growth.
Specialized in Consumer Electronics and Home Appliances industry.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Country Manager - Service & SKD Factory
Fizzen Electronics
01.2025 - Current
- Managed SVC Operations in Angola, West Africa under TOPAZ (Sunshine Group)
- Managed Parts Forecasting and Inventory with China Management.
- Managed CKD and SKD Factory of CE, HA, HE, and AC.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Enhanced factory efficiency by implementing lean manufacturing principles and optimizing production processes.
- Coordinated with suppliers to ensure timely delivery of raw materials, reducing lead times for production orders.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
- Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Collaborated with service managers to ensure timely completion of repairs and maintenance, increasing overall customer satisfaction.
- Supervised and trained staff on product knowledge and customer service.
- Coordinated with service department to ensure seamless availability of parts, improving overall service turnaround times.
- Developed customer loyalty program that increased repeat business by offering discounts on future purchases.
- Improved supplier relationships by negotiating better terms, leading to cost savings and more reliable part availability.
- Implemented barcode system for tracking parts from receipt to issuance, substantially decreasing inventory discrepancies.
- Collaborated with sales and marketing teams to align production goals with market demands, increasing revenue potential.
- Mitigated financial discrepancies by managing inventory, damaged goods and backorders.
- Implemented quality control measures for incoming parts to reduce return rates and improve overall product quality.
- Conducted regular audits on inventory levels, ensuring accuracy and preventing discrepancies between physical counts and system records.
Head of Service - Development & Operations
MeTL Group (LG Electronics|Airlux Appliances)
08.2017 - 12.2024
- Managed SVC Operations in Tanzania, East Africa under LGEAF Subsidiary.
- Managed Product Development and After-Sales Service of Airlux brand under MeTL (An OEM brand in Tanzania)
- Managed Authorized Service Points and DSCs in the territory.
- Provided Technical Support for HA, HE, RAC & CAC Products.
- Managed Parts Forecasting and Inventory as per LG guidelines. Well trained with LG's GSFS system.
- Managed team of technicians, ensuring timely completion of Repair/Service and High-Quality workmanship.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Implemented inventory management systems to reduce costs and increase efficiency in service department.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Negotiated with vendors to secure best prices for parts and supplies.
- Maintained records of service transactions and customer feedback for future reference.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Service Manager
Videocon Industries Limited (Appliances Division)
08.2015 - 07.2017
- Managed 20+ Authorized SVC Center's & 3 Direct Service Center's under South & North Delhi.
- Managed a team of technicians, ensuring timely completion of SVC and high-quality workmanship.
- Maintained high quality after-sales service support for all 6 brands of Videocon Group (Videcon, Philips, Electrolux, Sansui, Kelvinator, Kenstar).
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Managed inventory levels and placed orders to replenish stock.
- Championed energy efficiency initiatives within the organization, leading to reduced operating costs without sacrificing quality of service.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Focused on AMC's, accessories sales, out of warranty repairs to generate revenue for service center.
- Analyzed Service Reports to identify areas of improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
Senior Service Engineer
Intex Technologies (I) Ltd
06.2013 - 07.2015
- Managed 15 service calls per day including workshop & in-home visits.
- Introduced innovative troubleshooting techniques, enhancing team's ability to resolve complex problems quickly.
- Performed troubleshooting and repairs as per SVC bulletin.
- Maintained CSAT and RTAT as per SOP of company.
- Established strong relationships with clients by providing exceptional service, leading to repeat business and referrals.
- Assisted sales team with product demonstrations and technical support, contributing to increased revenue opportunities.
- Led training sessions for junior engineers, boosting their skills development and overall productivity.
- Implemented preventative maintenance programs, reducing system failures and extending equipment life.
- Achieved customer satisfaction with timely resolution of technical issues and clear communication.
- Visited customer locations to assess equipment functioning and develop repair plans.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Developed preventive maintenance schedules to minimize downtime and optimize performance.
- Resolved customer complaints in prompt, polite and professional approach.
Service Engineer
TVS Electronics Limited
06.2012 - 05.2013
- Installed, configured and tested equipment on specialized platforms.
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Increased client retention, delivering exceptional customer service during on-site visits and remote support sessions.
- Delivered outstanding after-sales support, maintaining open lines of communication with clients to address concerns or inquiries promptly.
- Implemented efficient inventory management systems to ensure sufficient stock levels for spare parts required during servicing visits.
- Improved system efficiency with thorough troubleshooting and root cause analysis of technical issues.
- Ensured compliance with safety regulations during installations and repairs, prioritizing safe work environment at all times.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Assisted in creation of user manuals and documentation for ease of reference during routine maintenance tasks.
- Proactively identified potential service contract opportunities, driving revenue generation and business growth.
- Resolved customer complaints in prompt, polite and professional approach.
- Worked with diverse types of weather and ground conditions.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Completed preventive maintenance on equipment's to enhance performance and maintain quality.
Education
MBA - Marketing & Sales Management
Amity University Online
Noida, Uttar Pradesh04.2025
Bachelor of Technology - Electronics & Communication Engineering
P.M College of Engineering
Sonipat, Haryana05.2015
3 Year's Diploma - Electronics & Communication Engineering
Marathwada Institute of Technology
Mundka, New Delhi06.2012
Senior Secondary -
G.B Pant Sarvodaya Bal Vidalaya
Sriniwaspuri, New Delhi05-2008
Matriculation - Basic Subjects
Govt. Boys Secondary School
Molarband, New Delhi05-2005
Skills
- Service Center Operations and Management
- Spare Parts & Inventory Management
- Customer Service Management
- Customer Relationship Management
- Technical Support & Quality Assurance
- Product Development and Training
- CKD/SKD Factory & Production Management
- Supplier Management from different countries
- Sales Strategy and Business Development
- Marketing, Publicity and Promotions
- Team Collaboration and Leadership
- TAT & KPI Monitoring
- P&L Management and Cost Control
- Compliance and Documentation
- Problem-Solving & Analytical Thinking
- Positive attitude & Goal-Oriented
Certification
- RAC & CAC installation certification by LG Academy, Nairobi Kenya
- Multi V & HVAC installation & commissioning certification by LG, Kenya
- HA, HE & CE repair & troubleshooting certification by LG, Kenya
- Awarded in new product development of OEM models, designs & innovations
Hobbies and Interests
- Travelling
- Watching movies
Personal Information
- Passport Number: C2136805
- Passport Expiry Date: 11/08/2034
- Date of Birth: 15/05/1990
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Country Manager - Service & SKD Factory
Fizzen Electronics
01.2025 - Current
Head of Service - Development & Operations
MeTL Group (LG Electronics|Airlux Appliances)
08.2017 - 12.2024
Service Manager
Videocon Industries Limited (Appliances Division)
08.2015 - 07.2017
Senior Service Engineer
Intex Technologies (I) Ltd
06.2013 - 07.2015
Service Engineer
TVS Electronics Limited
06.2012 - 05.2013
MBA - Marketing & Sales Management
Amity University Online
Bachelor of Technology - Electronics & Communication Engineering
P.M College of Engineering
3 Year's Diploma - Electronics & Communication Engineering
Marathwada Institute of Technology
Senior Secondary -
G.B Pant Sarvodaya Bal Vidalaya
Matriculation - Basic Subjects
Govt. Boys Secondary School
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