Prem Dharam Singh
Technical Support & Service Center Manager
Mumbai, IN.About
Highly accomplished Technical Support and Service Center Manager with over 20 years of progressive experience leading multi-brand IT service operations, notably for Apple. Proven expertise in driving operational efficiency, significantly improving customer satisfaction, and optimizing service center profitability. Adept at strategic leadership, managing large technical teams, and leveraging data analytics to enhance service delivery and achieve key performance indicators.
Work
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Summary
Led multi-brand service center operations across South and East regions, managing a team of 179 after-sales technicians and engineers to achieve significant improvements in service delivery and customer satisfaction.
Highlights
Reduced service turnaround time by 95% through comprehensive analysis of repair trends and implementation of targeted process improvements, directly enhancing customer experience.
Managed over 415 service center branches across South and East regions, ensuring timely and efficient after-sales service for a wide range of electronic products.
Directed a team of 179 after-sales service technicians and engineers, ensuring consistent SLA adherence and achieving all operational targets.
Optimized service center performance by monitoring and managing key KPIs, conducting regular audits, and developing training programs for staff and field engineers.
Collaborated cross-functionally with product development teams and sales to integrate customer feedback, improve future designs, and maximize profitability through RHP conversion and commercial solutions.
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Summary
Spearheaded Apple Service Centre operations, overseeing repairs and onsite services to consistently meet KPI targets and achieve high customer satisfaction.
Highlights
Consistently met or exceeded Apple Service Centre KPI targets, ensuring operational excellence and high service quality for Apple products.
Achieved high customer satisfaction ratings for Apple repairs and onsite services by providing prompt solutions and effectively managing customer escalations.
Improved service center profitability through strategic analysis and optimization of operations, identifying key areas for enhancement and implementing effective strategies.
Oversaw all aspects of Apple repairs and onsite services, guaranteeing timely resolutions and maintaining stringent quality standards.
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Summary
Managed technical support and service operations for Apple and other major IT brands, driving business development and ensuring high customer satisfaction for over two decades.
Highlights
Drove business development and managed Annual Maintenance Contracts (AMCs) for Apple machines, contributing to sustained revenue growth.
Provided comprehensive technical support and service for a wide array of IT products, including Apple devices (iPhones, iMacs, MacBooks), Edimax networking, Iomega backup, and UMAX scanners across India.
Ensured consistent customer satisfaction and timely resolution of service cases by preparing detailed MIS reports and implementing effective service strategies.
Managed manpower planning, recruitment, and knowledge transfer for service engineers, enhancing team capabilities and operational efficiency.
Streamlined RMA processes for defective components and managed buffer stocks with principal companies, optimizing inventory and reducing lead times.
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Summary
Performed comprehensive computer hardware repair and provided onsite customer support for corporate clients, focusing on operational efficiency and revenue generation.
Highlights
Repaired a diverse range of computer parts and peripherals, including monitors, SMPS, motherboards, and printers, ensuring high functionality for various brands.
Provided critical onsite customer support for corporate clients, resolving technical issues efficiently and maintaining service continuity.
Managed spare parts inventory, optimizing stock levels and ensuring timely availability for repairs and service operations.
Generated significant revenue through effective post-warranty support services, contributing to the company's financial objectives.
Languages
English
Hindi
Marathi
Skills
IT Service Management
Service Center Management, After-sales Service, SLA Adherence, Process Improvement, KPI Monitoring, Quality Assurance, Inventory Management, Service Contract Execution, Warranty Claims, MIS Reporting, ERP Software (IFS).
Technical Support & Hardware
Hardware Troubleshooting, Software Diagnostics, Product Installation, Computer Repair (Monitors, SMPS, Motherboards, Printers), Networking Products (Edimax, Compex), Backup & Storage Solutions (Iomega, LaCie), Apple Devices (Mac, iPhone, iMac, MacBook), Scanners (UMAX, BenQ), Display Units (LCD, CRT, Professional Displays), USB Peripherals, Epson Printer Service, Lite-On ODD Products.
Customer Experience & Relations
Customer Escalation Management, Customer Satisfaction, Stakeholder Management, Client Relationship Management.
Leadership & Operations
Team Leadership (179+ members), Manpower Planning, Recruitment, Knowledge Transfer, Cross-functional Collaboration, Business Development, Profitability Optimization, Strategic Planning, Annual Maintenance Contracts (AMC).
Digital & AI Skills
AI Tools (ChatGPT, Claude AI, AI-powered YouTube, MS Office AI hacks), Data Analytics, Microsoft Office Suite (Excel, PowerPoint, Word).
Certifications & Trainings
Certified Mac Technician, CCNA, MCSE, Compex Certified Network Training (CCPS), Apple Technical Certification (Mac OS X 10.4 Service and Support), Apple Hardware Certification, Advanced Diploma in Hardware Engineering.