Abhinav Tyagi

About

Senior service and customer operations leader with 20+ years of experience across healthcare systems, electrical, lighting, industrial and analytical equipment-related businesses. Experienced in service delivery, customer lifecycle management, service business development, customer care, quality, and national/regional service operations.

Experience

• Customer Lifecycle Manager
  Philips Health Systems
  Jan 2024 – Present

  Lead customer lifecycle initiatives focused on customer satisfaction, loyalty, engagement and business growth across North/East India, Nepal and Bangladesh. Coordinate sales, service and cross-functional teams to deliver customer solutions and resolve issues within agreed expectations. Monitor lifecycle KPIs, SFDC pipeline, forecast, customer health and performance trends; translate insights into action plans. Develop customer engagement plans and identify opportunities to strengthen service experience, retention and account growth. Manage senior customer relationships, escalations and internal stakeholder alignment.

• Service Business Account Manager
  Philips Health Systems
  Nov 2021 – Dec 2023

  Managed healthcare customer accounts and relationships, supporting service business growth and retention. Managed service contract lifecycle, renewals, pricing/margin objectives, sales funnel and customer satisfaction. Worked with sales, technical, applications and support teams to coordinate customer requirements and service solutions. Addressed customer escalations and service concerns to improve responsiveness, customer experience and loyalty.

• National Service Manager – B2B & Enterprise
  Havells India Ltd.
  Jul 2019 – Nov 2021

  Led national B2B and enterprise service operations, coordinating service delivery through 40 branch offices. Supported Smart City and EESL project service delivery, monitoring SLA commitments, customer issues and execution coordination. Managed service channel partners, performance reviews, operational governance and service readiness. Tracked service KPIs, turnaround time, customer satisfaction/NPS, warranty and service quality. Led customer escalations and collaborated with regional teams to improve service outcomes.

• Scheduling & Operations – Sales and Service Support Center
  Agilent Technologies International Pvt. Ltd.
  Feb 2018 – Jun 2019

  Coordinated sales and service support operations for India Subcontinent; aligned field resources and support teams. Supported scheduling, workload planning, operational reporting, customer support and escalation coordination. Worked with district and technical support managers to improve responsiveness and process efficiency.

• Regional Customer Care Manager / Regional Quality Manager / Service Business Manager – North & West India / Bid Manager
  Philips Lighting India Limited · Gurugram
  Oct 2010 – Feb 2018

  Led regional service delivery, customer care and service business operations across North and West India. Managed approximately 200 outsourced resources and 50 service partners across the service ecosystem. Owned regional B2B AMC/lifecycle service business and service P&L; supported service sales and delivery performance. Built and managed service partner network, contracts, onboarding, performance monitoring and customer service governance. Managed complaint resolution, warranty/service quality, customer escalations and service partner performance. Improved service processes, quality and operational efficiency; drove customer satisfaction and NPS initiatives. Supported ISO 9001 quality management system and regional business objectives.

• Role
  C&S Electric Ltd.
  Sep 2006 – Oct 2010

  Early career experience in lifecycle services, quality assurance and service-related operations.

• Role
  SGS India Pvt. Ltd.
  Sep 2006 – Oct 2010

  Early career experience in lifecycle services, quality assurance and service-related operations.

• Role
  IEC Genset Ltd. · Chandigarh
  Sep 2006 – Oct 2010

  Early career experience in lifecycle services, quality assurance and service-related operations.

Education

• 
  MBA

  ICFAI University

  Business Management

  Business Management
• UP
  B.E.

  Uttar Pradesh Technical University, Lucknow

  Electrical Engineering

  Electrical Engineering

Skills

Tools / apps / platforms

Courses & certifications

• Negotiation Skills · ERB
• Management Fundamentals · ERB
• Leadership & Strategy · ERB
• Lead Auditor Course · DNV / IRCA