Ravi Dave
Service Coordinator
Schofields
Summary
A seasoned professional with 7+ years' expertise in Service Contracts, and inventory, adept in managing service contracts, supporting product inquiries, coordinating day-to-day operations, and ensuring compliance. Proficient in planning and organizing courses of action so that the work completes on time. Collaboratively working with key stakeholders for completing daily activities and achieving KPIs. Extensive experience in working with data to identify patterns and financial management. Outstanding experience in working with SAP ECC and TSM as well as troubleshooting technical difficulties. Proficient in managing sub-contractors, handling internal inquiries, and managing field staff. Proficient in ensuring prestart, post-run and day-to-day maintenance tasks are carried out efficiently. Providing safety training and compliance management for field staff. Experience working with supply chain, service, and HVAC industries handling their inventory management lifecycle. Proficient in SAP, Salesforce, and Service Max for seamless contract administration, user database management, and purchase order management processes. Skilled in collaborating with various teams, including sales, service delivery, and field resources, to meet SLAs and forecast product performance. Skilled in forecasting, order management, replenishment, and leading the service delivery cycle. Proficiently handling invoicing, billing, and client claims and handling risk management. Experience working with technicians in the HVAC, Fire, Medical equipment, and supply chain industries for service management. Experience in managing multiple internal and external stakeholders for status updates and collaboratively working with technicians for commercial contracts and resource management. Ready to take on new professional challenges as part of a growth-oriented company.
Overview
9
9
years of professional experience
Work History
Service Delivery Coordinator
Johnson Controls
03.2023 - 12.2023
- Working with the HVAC Fire Services and Securities with Fire Technicians for their job allocation till closure
- Handling BMS/ Securities technicians team for service completion, maintenance, and repairs
- Overseeing the whole service delivery lifecycle and supporting branch managers, service managers & technical support team
- Tools: Upstick, SimPRO, SMAX, Salesforce
- Overseeing the whole purchase order lifecycle from raising the order, resource management, scheduling, handling issues, request completion and customer satisfaction
- Raising purchase orders, resource management, scheduling, handling issues request completion and customer satisfaction
- Collaborating with Resource Planner, providing feedback on roster management while adhering to established processes and procedures
- Handling customer escalations when service requests are not fulfilled as per SLA and triaging issues for future improvement
- Leading the whole purchase order management process and finding the gaps to improve the overall service delivery process
- Presenting monthly/biweekly purchase order reports to branch managers and the board for forecasting and analyzing the revenue
- Regularly review calls to monitor quality and ensure adherence to customer Health service level standards, ensuring consistent high-quality service delivery
- Maintain a comprehensive knowledge base of products and procedures, ensuring team members are well-informed and equipped to meet customer needs
- Effectively manage and navigate through team, departmental, and business changes, ensuring seamless integration and adaptation to new processes and strategies.
Service Delivery Coordinator
Becton Dickinson
01.2019 - 02.2023
- Acted as the primary liaison for resource planning, allocation, and schedule management, ensuring adherence to Service Level Agreements (SLAs)
- Oversaw end-to-end product delivery to users, handling quotations and proficiently managing arising issues
- Utilized sophisticated tools including Salesforce, Service Max, Excel, and SAP for comprehensive product and customer data management
- Provided expert guidance to technicians, delivery teams, and partners, facilitating smooth day-to-day operations and scaling efforts when necessary
- Supported branch managers by contributing to accurate forecasting and estimation processes
- Collaborated closely with Account Managers to address outstanding invoices, deliver quarterly updates, and manage billings effectively
- Analyzed and delivered monthly reports on forecasting, cost accruals, contracts management, and financial insights
- Conducted onboarding and training sessions for direct reports, offering continual support and assistance as needed
- Developed and executed 30-60-90 plans for new team members, ensuring structured progress tracking and goal attainment
- Managed customer enquiries by creating cases, verifying device information, and efficiently triaging issues in alignment with SLAs
- Administered the creation of purchase orders, managed job openings and closures, and escalated incomplete work to streamline operations
- Provided comprehensive administrative support to the Service Manager, handling service orders, reports, and daily procedural tasks
- Fostered collaborative partnerships with project delivery, sales, and service teams, contributing to effective product support and streamlined quotation management
- Collaborated closely with the national sales and support team, offering technical guidance, implementing best practices, and resolving complex issues to ensure optimal service delivery.
- Ensured compliance with industry regulations and standards throughout all stages of the service delivery process.
- Managed multiple projects simultaneously, prioritizing tasks for optimal resource allocation and timely completion.
- Reduced client complaints through proactive issue identification and resolution before escalation became necessary.
- Developed strong relationships with clients and vendors, resulting in improved service satisfaction levels.
Service Technician
Epson Australia
05.2015 - 12.2018
- Perform equipment installations, maintenance, and repairs following technical manuals and guidelines
- Diagnose technical issues and provide timely solutions to ensure optimal functionality
- Conduct regular inspections and testing to identify potential faults or areas needing maintenance
- Collaborate with other team members or departments to troubleshoot complex technical problems
- Utilize specialized tools and equipment for testing, calibration, and repair procedures
- Maintain accurate records of repairs, maintenance tasks, and equipment inventory
- Adhere strictly to safety protocols and guidelines while working on technical assignments
- Keep abreast of industry advancements and updates to enhance technical skills and knowledge
- Provide technical guidance or training to other team members as needed
- Interact with customers or end-users to address queries, provide technical assistance, and ensure satisfaction with services rendered.
- Conducted regular safety audits for serviced equipment, minimizing potential hazards in client environments.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Stayed up-to-date on industry advancements through continuous learning initiatives, enhancing overall skillset and expertise.
- Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
- Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
- Managed inventory levels effectively by accurately recording usage data and proactively replenishing stock when needed.
Supply Chain Analyst
Toll group of companies
07.2014 - 04.2015
- Serving as a liaison between the distribution centre, purchasing, inventory management and logistic departments to ensure a proper flow of product through the supply chain
- Collecting and monitoring from branch locations that helped increase sales through better availability
- Conducted risk assessments to identify potential disruptions in the supply chain, implementing mitigation plans accordingly.
- Provided support during new product launches by coordinating resources across the entire supply chain from design to distribution stages.
- Managed vendor relationships, negotiating contracts for better pricing and terms while maintaining high-quality standards.
- Ensured timely delivery of products to customers by closely monitoring order fulfillment processes and addressing any issues promptly.
- Developed and delivered training materials for supply chain team members, enhancing their skills and knowledge of best practices.
- Experience of getting involved with the annual inventory process at a Distribution Center
- Providing technical, analytical leadership and support to improve the quality and timeliness of the S&OP process
- Identifying and implementing various tools to support the Service, Operations and product lifecycle management processes as well as the inventory and purchasing functions.
Education
Effective New Leader in Leadership Role - Organizational Leadership
Australian Institute of Management
04.2001 -
High School Diploma -
Gujarat Technology University
Gujarat Technology University 04.2001 -
Skills
Accomplishments
- During my tenure at Epson Australia, Participated in their spare parts management service improvement process. Participated in inventory analysis, back-order solutions, spare parts fulfillment, forecasting required inventory for their ongoing parts and assisted with finding data discrepancies. To accomplish this, I have used SAP, Service Max, Salesforce, and Ms Excel.
- During my tenure at Johnson Controls, created a dashboard using Excel for identifying their current service orders and to forecast their future orders using data from various sources. This enabled the cost savings for ongoing service-related claims as well as highlighted available timelines in their Service Delivery managers’ schedules. Rewarded by their leadership team for the process improvement activity.
References
References will be provided upon request.
Timeline
Service Delivery Coordinator
Johnson Controls
03.2023 - 12.2023
Service Delivery Coordinator
Becton Dickinson
01.2019 - 02.2023
Service Technician
Epson Australia
05.2015 - 12.2018
Supply Chain Analyst
Toll group of companies
07.2014 - 04.2015
Effective New Leader in Leadership Role - Organizational Leadership
Australian Institute of Management
04.2001 -
High School Diploma -
Gujarat Technology University
04.2001 -
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