World Wide Service Program Manager , B.E. with +13 year exp!

Resume Category : Customer Services

World Wide Service Program Manager , B.E. with +13 year exp!	Posted on : 20th-Feb-08
Location: India	Download Resume
Contact : Vinod Hakhu, Ph. 9900600449	Send Email

Description

VINOD HAKHU
(BE-Electronics & Communications)
13 years working experience in IT & Telecom
World Wide Service Program Manager
Email: vinod_hakhu@yahoo.com

Oct. 2006 till date World Wide Service Program Manager
DELL INTERNATIONAL SERVICES

Key roles and responsibilities:-
 Lead Global Service Program Management team comprising of Service Engineering, Regional Services Program Managers [ Americas/ EMEA/Japan/APCC & CCC], Services Marketing, Service finance, Service Planners, Technical Support ,International Product Support team, Global Learning and Development , Service Logistics, Services Quality, Global Services Commodity Manager, Dell Service Providers and cross functional team across globe for New Product Development and current Shipping product as per Dell PrP [Phase Review Process] guidelines.
 Part of Senior Management team formed at Dell for re- writing Phase Review Process (PrP 2.0).This helped to reduce Product development cycle and remove redundancies. This involves Identifying , documenting and implementing process improvements across globe at Dell for New Product Development as well as for current shipping products.
 Basis inputs from extended team members and Lessons learnt date base, Provide inputs to Core Team on Product feature Guide during New Product development from Design for Manufacturability, Design for Serviceability Aspect, Services Requirement and Service offerings etc.
 Involved in decision making for the platform and regular reviews with the Senior Executive Management team and extended teams across globe.
 Managing continuous development and improvement of shipping platforms and maintain the quality goals.
 Formulate Training analysis plans for New as well as current shipping products.
 Manage PSQN[ Product Support Quick note], TAB[Technical Alert Bulletin] and Alerts for critical updates to Dell Service Engineers. Manage DSN [Dell Solution Network i.e. a logical tool used globally by Dell Tech Support to do remote diagnosis].
 Interaction with Regional Service Program Managers on Process understanding, Process documentation , Process management and compliance.
 Drive new product launches in new markets and own negotiation of local support in local countries and decide implementation plan.
 Extensive interaction with Core Team members i.e. Product Marketing, Systems Engineering, Factory, Quality and other members of cross-functional teams focused on the delivery of new or existing products to customers. Responsible for the development and delivery of Service offerings that meet or exceed customer requirements, as well as ensuring Global Service readiness through a product’s life cycle while achieving business objectives.
 Manages Service Partners through Regional Services Program Managers across globe.
 Manage Warranty Cost for products across globe.
 Ensure all regions have right inventory levels at right hubs to support Customers under warranty and contracts. This involves parts planning for customers under 2 & 4 Hour support Contracts as well. Describe the overall plan for spares that meets the target markets and service strategy. Include 2, 4, 6, 8 HR and NBD requirements, by Region.
 Providing Services Marketing inputs to Product Development team to ensure we have services offerings which are on par and competitive as compared with Competitors. These offering have to be as per current business/customer requirements.
 Define project management core processes and improvement opportunities. Develop and implement process improvements to field operations, including tool implementation.
 Mentor team members on project management best practices and process improvement opportunities. Manages process controls and standardization.
 Manages customer experience and related metrics.
 Negotiate Master Service Agreements with supplier’s which involves conditions pertaining to pricing, logistics, quality, payment terms, warranty terms and conditions, packaging, inventory control, export processes and metric reporting.
 Define Product support policy for a product i.e. whether it is designed for onsite or return to bench support, field replaceable units, Customer replaceable units whole unit exchange, etc
 Initiate processes to ensure we are in position to support customers across globe till end of Services life with right level of inventory.
 Manage technical training for tech support and Dell Services providers. Ensure service readiness for new products, sustained programs, and special customer projects.

Apr. 2006 till Oct. 2006
Program Manager
Thomson Broadband India Pvt Ltd.

Key roles and responsibilities:-
 Lead a project team with members from cross-functional groups [ Product Marketing, R&D, Manufacturing, Quality, Procurement, Services, Factory and Supplier] spread across globe to manage projects from concept development phase to manufacturing start-up, product launch in market and after-sale of the products.
 Product Life Cycle Management, encompassing managing the different phases of the PLC process and defining the product road maps. Be a Single point of contact for Customer and various cross functional teams at Thomson and provide leadership role to help them execute plans
 Handle various facets of Program Management including planning, estimation, risk management, resource administration, task allocation, monitoring, follow-ups and team management. Facilitate Core Team meetings. Maintain master schedule and functional Manual Plan for each function.
 Respond to customer RFQ’s. This involves understanding customer requirements and interaction with cross functional teams within Thomson and to respond back to customer. Manage the creation, review and approval of the Product Features Guide.
 Translating strategic goals into tactical actions for Indian operations and measuring success of actions. Enabling strategy and tactical implementations by allotting budgets and resources
 Define business goals, seeking Executive Approvals and driving towards results.
 Program review with Thomson senior management on weekly basis. Communicate Regular updates and reports on the projects’ progress to Management and Customer. Present and seek approvals for releases from Product Approval Committee and higher management.
 Liaise with customers on daily basis. This involves interface with Clients at appropriate levels for strong Customer Relationship.
 Conduct Customer Beta Testing of products and analyze feedback.
 Manage supply chain team based at Thomson UK and at India factory to ensure we do not have gap out situations .This involves extensive interaction with major component suppliers like Intel, Philips, Texas, ST Micro etc. Ensure we are able to deliver as per our MOU with customer that involves delivery of 150K plus units per month.
 Responsible for Managing services centers across country for providing after sales support to customer. This involves managing infrastructure at repair facility, spare planning at service centers, documentation of repair and test process ,test tools, quality process, repair turn around time, Audit as per Thomson requirement, maintaining an on-line database, Manpower training etc. This also involves analysis of field return failures and passing on continuous relevant feedback to Design team at US. Manage all ECO’s and ensure they are shared and implemented.
 Lead the requirements gathering and gap analysis initiatives.
 Identify opportunities or risks and lead the cross functional team members in resolving issues.
 To identify actions to lead, implement and follow through the programs to ensure the completion of all deliverables according to the schedule and within the project budget, meeting the quality requirements of the product definition and ensure the profitability of each project.
 Build and Lead the consultants/ Subject Matter Experts team.
 lead the initiative of transitioning and driving the work offshore
 Manage effective utilization of resources and build financial efficiency in running the operations. Interface with senior management to make the right investment decisions in terms of technology, infrastructure and organization structure
 Work with various functions within Thomson and testing Authority to Obtain Legal compliance for products.

Jun. 2000 till Apr.2006
Manager In-Country Repairs & Vendor Management (Projects)
Hewlett-Packard India Sales Pvt. Ltd

Key roles and responsibilities:-
 Responsible for countrywide program for local repair centre & Test Labs. This includes Selection and development of outsourced repair partners as per HP guidelines.
 Responsible for driving warranty cost reduction through local repairs/RMA process for spares with major OEMs like Seagate,Maxtor,Intel,3COM,D-link,Cisco etc. This cost reduction program also involves interaction with major OEMs like ABIT/Microstar/ASUS/Liteon/AOC/FIC etc for setting up their testing/swap centers in India.
 Developing repair and testing strategies for new parts to increase availability of spares locally. Running cost effective program to optimize Repair /NTF operations [No trouble found] and monitoring quality of repairs and testing to ensure better Total customer experience.
 Responsible for Country wide On-site repair for Monitors.
 Ensure complete On-Line data capturing for all repairs, testing activity as per the HP required norms. Sharing of such reports on monthly basis with HP Authorized Service partners to improve upon their Engineer skill sets.
 Run programs to continuously improve/update the Technical skill sets & operational readiness of engineers at repairs and NTF labs which includes documentation of repair/process/knowledge enhancement and new product trainings.
 Audit and review service centers on quarterly basis.
 Part Planning for HP product line for warranty support. I have handled products like HP Printers, Laptops, PDA, PC, Work Stations, Servers, Storage products. Planning of spares for enterprise customers with 4 Hour resolution SLA’s.
 Inventory control and NPI Planning. To ensure right part is available at right time with right quality. Lead program for Inventory reduction and to have better MOS[ Month of stocks].
 Interaction with HP AP Part planners to facilitate spare sharing.
 Monitor part ordering and spare stock transfers to ensure better part availability across all service centers and warehouses.
 Handling of major multi-location Projects accounts like IOCL/BOI/ HLL/ALL/ Maruti/ Reliance/Tisco /P&G etc. This involves liaise with OEM’s and third party partners for BTB sign offs and for meeting customer SLA’s.
 Liaise with OEMS like Canon/AOC /Seagate etc for Procurement of spares locally or from AP region.

Key Achievements:-
 One of the key members across globe at Dell to work on re-writing Dell Phase review Process. This process is used as a bible across all functional and regions at Dell for handling New Product Development and current shipping products.
 Handled clients like Tata Sky, Bharti and Reliance at Thomson Broadband. Ensured that within short span of 6 months a high end manufacturing plant is set up in India and we start supplying products [ almost 150K per month] to Tata sky as per their marketing plan.
 Setup of 7 main repair/testing hubs for HP in India. This involves remanufacturing of 12000 ~15 000 odd spares a month locally. This drastically increased number of parts under Self Sufficiency program resulting in 65 %age of parts for warranty support to be re-manufactured locally. This did not only result in better availability of spares locally but has been a big factor in reduction of support cost.
 HP India getting nominated as No 1 at APJ level from 2000 till 2006 for cost saving due to better country repair programs. Sharing of best practices and processes with other regions.
 ISO Certification of all repair and test centers.
 Successfully run programs which resulted in Recovery of around $900K per annum from Major OEMs against RMA.
 Initiated repairs of PC/Workstation/Server/Laptop /DLT’s /DAT’s/Autoloaders /Tape-Library etc at HP resulting in major cost saving for HP services.
 Carried out a two successful GB Project. One was for MOS reduction on inventory front which enabled HP India to come up to number three position in terms of MOS /Prior to this we were at number seven position when compared to other countries at AP. Second project was for understanding root cause of high failures in storage products within India. This resulted in 25% reduction in consumption for these high value products. Both these GB projects got recognized and appreciated at HP AP level.
 Started repairs/testing of Laptop spares within India resulting in better spare availability and reduction in support cost .This got recognized as a major contributor for HP India being declared number 1 in Laptop support.

Nov. 1994 till Jun.2000 Manager Production
Salora International Ltd.

Key roles/responsibilities and achievements:-

 Worked as single point of contact between Matsushita Japan and different cross functional teams at Salora .
 Developing infrastructure as per strict quality process laid down by Matsushita–Japan. Handled complete manufacturing operation of Matsushita [National Panasonic] Digital Exchanges and feature phones in India. This involved technical absorption of know-how from Principal companies in Japan/Singapore and Taiwan. Establishing pilot line production capacity in equipment / kits / tooling and process characterization and optimization for volume production.
 New product development like Internet T.V/Set top boxes etc. This involved testing new products, their characteristics, functionality and readiness for production.
 Development of on-line In-circuit testers and functional testing process of PCB’s.
 Handling Component level repairs of Multi layered SMT boards.
 Responsible for ordering and procurement of components from major OEMs in Japan and Singapore for production. Production planning and Inventory control.
 Liaise with Telecom regulatory departments like TEC etc for approval of Telecom products.
 Production/Development of Magneto Exchanges of Ericsson India Ltd for Defense.
 Development of vendors in India for supplying components /PCBs / Cabinets /printing materials i.e. technical manuals & marketing manuals etc resulting in major drop in product price.
 Support critical / escalated customer complaint activities.
 Training of National Panasonic engineers on product hardware front.

PROFESSIONAL QUALITFICATION
 1st Class B.E. degree in Electronics and Communication from Bangalore University in August’94.
 Doing MBA from IGNOU{Final Semester}

PROFESSIONAL TRAININGS ATTENDED
 Worked for 6 months in Japan at Matsushita factory and got trained on New product development/ CKD /SKD production of Digital exchanges.
 Undergone 2 weeks training on Designing of Single Line Telephone at Taiwan.
 Undergone 1 week advanced training on Design and Development of Digital exchanges at National Panasonic –Japan.
 Undergone 2 weeks advanced training on Manufacturing defect analyzer from Tescon-Japan.
 Undergone 1 month training on repairs/design of PC Motherboards at MITAC/ASUS-Taiwan.
 Certified Green belt. Completed two projects which got appreciated at Global level.
• One project was on Service inventory reduction.
• Second was to analyze root cause and corrective actions for high failures of Storage products [ DAT/DLT /Auto-Loaders] in India.

PERSONAL DETAILS

 Date of Birth 01/12/1970
 Father’s Name Sh.B.L.Hakhu
 Passport NO F8806296
 Martial Status Married