Amit Hardikar

About Amit Hardikar

Transforming Service Engineering & Operations for Global Growth With over two decades of leadership in Service Engineering, Operations, and Customer Success, I have built and led high-performing teams, driven P&L accountability, and enhanced global service revenue across industries. My expertise lies in strategic service management, process optimization, and technology-driven service innovations that elevate customer experience and business profitability. Value Proposition: • Architect of scalable service models, ensuring operational efficiency and revenue expansion. • Proven track record of reducing system downtime, optimizing costs, and delivering high-impact customer solutions. • Deep expertise in end-to-end service lifecycle management, including installation, commissioning, and continuous improvement. • Passionate about leveraging technology and training to build world-class service organizations. Key Achievements: Established & led a centralized global help desk, enhancing service response times and customer satisfaction. Boosted service revenue through innovative strategies, including AMC programs and resident engineer models. Reduced operational costs by driving efficiency projects, cutting downtime, and improving resource utilization. Built & managed large cross-functional service teams, achieving record-high KPIs in quality and turnaround time. Implemented new technologies and automation to streamline field service operations and improve service delivery. I thrive in dynamic environments where customer success, business growth, and operational excellence intersect. Open to strategic leadership roles that allow me to drive service transformation and create sustainable impact. Let’s connect to explore how I can bring value to your organization! Do reach me out at: a••••••••@yahoo.com

Experience

1. Global Head Service Engineering

   Metal Power Analytical Pvt. Ltd.

   May 2020 — Present · Mumbai, IN

   Leading global service operations, driving customer success, revenue growth, and operational excellence by implementing scalable strategies. Focused on optimizing service efficiency, enhancing customer experience, and maximizing business profitability. Key Achievements:• Enhanced Global Customer Support: Established a 24/7 Central Support Desk, improving service efficiency by 20% and reducing resolution time.• Revenue Growth & Target Achievement: Led the team to exceed service revenue targets, earning an Excellence Award for surpassing departmental goals.• Customer Satisfaction & Retention: Implemented new strategies, elevating CSAT to 95%, reflecting a 10% YoY improvement.• Employee Engagement & Retention: Fostered a collaborative and positive work culture, achieving zero field service engineer (FSE) attrition in a year.• ISO Compliance & Audit Excellence: Strengthened SOP adherence, ensuring consistent compliance and risk reduction.• Client Relationship Management: Developed long-term partnerships, contributing to a 12% revenue boost through enhanced client engagement.• Service Revenue Expansion: Revamped after-sales programs, including AMCs, spares, and consumables, driving a 10% increase in revenue and 15% higher customer retention.• Process Automation & Efficiency: Introduced Salesforce CRM, enabling real-time access to service reports and data, streamlining operations.• Skill Development & Leadership: Conducted advanced technical training for service engineers, strengthening in-house expertise and enhancing service quality.• SaaS Sales & Revenue Growth: Led the sales of MetaCloud, a cloud-based software solution, bundled with Annual Maintenance Contracts (AMC) to drive recurring revenue and enhance customer retention.

Education

• College of Engineering Osmanabad

  Bachelor's degree

  1997 — 2001

• VPM English High School

  Bachelor of Engineering (B.E.)

  1985 — 1994

• Shreeram Polytechnic

  Diploma

  1994 — 1997