Rajat Gupta
Area Service Manager | Carry-In & Onsite Service Operations | CSI & Warranty Management | Multi-Location Team Leadership
- Role
- Area Service Manager at 3S Touch Service Solutions Pvt. Ltd.
- Location
- Jalaun, UP, IN
- LinkedIn followers
- 500 followers
About Rajat Gupta
Experienced Digital Specialist with a demonstrated history of working in the…
Experience
Area Service Manager
3S Touch Service Solutions Pvt. Ltd.
Jul 2025 — Present · Madhya Pradesh, IN
Company: 3S Touch Service Solutions Pvt. Ltd.Duration: – PresentLocation: Madhya Pradesh & Chhattisgarh (MPCG Region)Key Responsibilities:Regional Service Operations:Oversee end-to-end after-sales service operations for the MPCG region across multiple product categories (smartphones, smart TVs, smart appliances).Manage service delivery for reputed brands including Nothing Mobile, Lumio TV, and Dreame Technology.Service Center Management:Monitor and support a network of authorized service centers (ASCs), ensuring service quality, timely repairs, and customer satisfaction.Conduct regular audits and performance evaluations of service partners.Customer Satisfaction & Escalation Handling:Address escalated customer issues and ensure prompt resolution within defined TAT (Turnaround Time).Drive CSAT (Customer Satisfaction) scores through quality service and continuous improvement.Team & Vendor Management:Coordinate with third-party service partners, logistics providers, and internal teams for smooth service operations.Train and guide service engineers, front desk staff, and support teams.KPI Monitoring & Reporting:Track and report key performance indicators such as FTR (First Time Resolution), TAT, DOA, and Service Aging.Analyse trends and implement corrective actions to improve operational efficiency.Project Handling:Lead and execute special service projects or pilot programs for new product launches and service rollouts.Align with OEMs and internal stakeholders to ensure readiness for product servicing.Compliance & Process Improvement:Ensure adherence to SOPs, brand guidelines, and regulatory standards.Identify gaps in service processes and implement best practices to enhance productivity and customer experience.
Education
Bundelkhand University
B.sc
2016 — 2019
Amity University
Master of Business Administration - MBA
2023 — 2025
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