Kirankumar Kadadi
Summary
Driven Customer Support specialist with more than 20 years of total experience. The last 15 years have been spent working for Aviation industry leaders and supporting more than 20 airlines across 11 countries, along the way enriching skills in Customer support and Services, Customer relationship management, Cross-functional Team Leadership and Operations management in Aviation industry. Working up and across with different stake holders in complex organization, managed to achieve company objectives (Sales & Service KPI's, Debt management objectives and exceeded Customer Satisfaction Index KPI's). Analyzed and resolved umpteen commercial subjects from various Airlines of different sizes amicably and successfully, with disputes ranging from few hundred thousand to million US dollars.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Support Director
Airbus Services Asia Pacific
08.2018 - Current
- Leading and collaborating In - service core multi-functional team, developed individual Airbus 'Airline ' Annual support and service strategy that is aligned with Aircraft sales strategy and customer's needs
- Managed to negotiate and settle commercial disputes worth millions of dollars without jeopardizing customer relationship.
- Through experience and gained customer knowledge supported successful service s sales and aircraft sales.
- Guided internal sales contract team in identifying and defining in-service customer needs for Aircraft support package as part of Aircraft purchase agreements
- Have been actively managing support and service escalations from customers
- Have been successfully organizing and leading multi–BU Executive level meetings and following up with BUs for action resolution in timely manner.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Organized customer information and account data for business planning and customer service purposes.
- Generated, compiled and distributed reports of sales leads and up-sell opportunities through Customer visits
Customer Support Director
ATR
11.2011 - 07.2018
- Managed and strengthened relationship with portfolio of all ATR Operators (in South East Asia and pacific region)
- Supported biggest revenue generating ATR customer account in region
- Extensively worked with service sales colleagues to retain FHS contract renewal
- Worked extensively with cross functional technical support and spares team to significantly improve Dispatch and Operational reliability of aircraft
- Strategized to improve Airline relationship through improved spares support and JV offerings
- Worked extensively with Airlines on determining Aircraft DMC and working towards its reduction
- Generated services sales opportunities during customer visits, while at same time ensuring Debt levels remained manageable
- Worked closely with Aircraft sales team in new sales campaign
- Supported Airlines throughout Aircraft life cycle , from Entry into Service to return to lessors
- Helped Airlines manage issues with Vendors and OEMS with support of Vendor management teams
- Worked closely with Aircraft delivery team and Customer teams to ensure seamless delivery process
- Facilitated discussions and contract finalization between Airlines and ATR major repair working teams for Major Aircraft repairs
- Supported and trained Airlines with use of ATR E portals for access to technical publications library , e- spares and ATR support portals.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Generated, compiled and distributed reports of sales leads and up-sell opportunities.
- Recommended potential products or services by collecting customer information and analyzing customer needs.
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Senior Spares Customer Account Administrator
ATR
03.2007 - 10.2011
- Responsible for spares sales, Spares order intake, execution and follow up through until delivery of spares and Spares process improvement
- Worked with different stake holders locally and globally to support AOG s Situations via alternate part number solutions or technical solutions.
- Developed close day-to-day working relationship with my portfolio of Airlines which helped recover ATR FHS pool spares and debt during Airline bankruptcy.
- Worked closely with lessors of bankrupt airlines and supported aircraft recovery.
- Supported Airlines / MRO source spares required for Heavy Maintenance check
- Trained and mentored new members of team.
- Was key member of ATR India set up office and helped establish and grow ATR India relationship with customers in India and SAARC region.
- Audited Customer warehouse for ATR leased spares storage procedures and documentation.
- Used coordination and planning skills to achieve results according to schedule.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Served customers and followed outlined steps of service.
- Improved operations through consistent hard work and dedication.
- Increased customer satisfaction by resolving in-service claims and disputes.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Resolved problems, improved operations and provided exceptional service
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
SERVICE ENGINEER
Volvo Trucks India
10.2005 - 02.2007
- Successfully achieved Customer satisfaction by monitoring and delivering performance at sites and provide technical support
- Ensured Maximum vehicle optimization and up time as per SLA
- By frequent visits to Customers Bases, ensuring field service activities like servicing, preventive maintenance and troubleshooting of customer's fleet
- Developed & implemented action plans to improve customer satisfaction, conducted Analysis on Product Concerns, Technical Failures and provided inputs for Development team
- Liaising with all internal departments of company to resolved various t technical and commercial issues
- Co-coordinated with various vendor service engineers to improve on field service and product quality
- Helped Develop technician competencies with objective of ensuring effective delivery of aftermarket service in assigned area through active trainings
- Investigated and administrated on field warranty
- Managed Manpower scheduling and managing at Volvo managed customer sites
- Managed Labor cost rate and sell rate costing
- Analyzed technical complaints about product and prepared service report for HQ
- Assisted Credit Management team in efforts to collect on time payments from customers
- Co-ordinate in complying all Field service bulletins
- Coordinate and conduct weekly and monthly meetings with customers at various service bases, to ensure requirements are met.
- Worked cross-functionally within organization and external partners, integrators and vendors.
- Participated in client consultations and product capability demonstrations to support sales efforts.
- Educated prospects on product implementation and usage and answered technical and security questions.
- Provided customer feedback to team to facilitate project road map and relationship planning through weekly and monthly reports.
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Escalated and re-produced problem to internal development sources to reach solution.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Liaised with internal departments to optimize productivity and efficiency.
- Managed maintenance activities, supervised staff and inspected equipment.
SERVICE ENGINEER
Al Hamid Group
Abu Dhabi
11.2003 - 09.2005
- Managed& administrate workshop involved in Servicing and refurbishing of Special Defense Equipment's
- Prepared, implemented & administered repair service contracts
- Involved with Warranty Management
- Managed Vendor Development for local fabrication, modifications and purchasing to reduce spares purchase cost and lead times
- In charge of Spare parts sourcing, internal costing & inventory management
- Was in charge of Labor cost rate and sell rate costing
- Ensured optimization of service Quality to minimize warranty and rework
- Invoicing and follow up on payment plan from customers.
- Provided customer feedback to team to facilitate project road map and relationship planning.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Liaised with internal departments to optimize productivity and efficiency.
Education
B.E - AUTOMOBILE ENGINEERING
Karnataka University
India11.2000
Skills
- Managing customer relations
- Contract Management
- Service Level Agreements
- Cross-functional Team Leadership
- Customer Relationship Management (CRM)
- Commercial Aviation
- Key Account Management
- Customer Support Negotiation
- Problem Solving
- Order Management
Certification
Contract Management Customer Service Service Level Agreements Cross-functional Team Leadership Customer Relationship Management (CRM) Commercial Aviation Key Account Management Customer Support Negotiation Problem SolvingKirankumar Kadadi - page 1
Timeline
Customer Support Director
Airbus Services Asia Pacific
08.2018 - Current
Customer Support Director
ATR
11.2011 - 07.2018
Senior Spares Customer Account Administrator
ATR
03.2007 - 10.2011
SERVICE ENGINEER
Volvo Trucks India
10.2005 - 02.2007
SERVICE ENGINEER
Al Hamid Group
11.2003 - 09.2005
B.E - AUTOMOBILE ENGINEERING
Karnataka University