Anil Shetty
Muscat
Summary
Dynamic Service Manager with over 19 years of extensive experience in heavy construction equipment and hydraulics across Oman, UAE, and India. Proven ability to lead large service teams, effectively manage warranty claims, and diagnose complex failures, consistently driving exceptional customer satisfaction. A robust technical foundation combined with strong leadership skills optimizes operations, reduces costs, and enhances service quality. Committed to fostering a culture of excellence and continuous improvement within service operations.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Manager – Heavy Equipment Division
Suhail Bahwan International Group Holding LLC
Muscat
11.2016 - Current
- Managed service operations across multiple brands, ensuring high-quality support and maintenance for Case New Holland, Wacker Neuson, Terex, TCM, LGMG, Lovol, and Generac.
- Executed comprehensive root cause analysis on failures while managing warranty claims in field service environments.
- Implemented training programs for technicians, fostering a culture of high productivity and exceptional service delivery.
- Conducted vendor negotiations focused on reducing costs for spare parts, ensuring operational sustainability.
- Developed and executed training modules focused on technical skills and operational efficiency for new equipment.
- Led cross-functional teams in resolving complex customer issues, driving effective solutions.
- Developed and implemented training programs for staff, improving product knowledge and service skills.
- Streamlined service processes, enhancing team efficiency and reducing response times.
- Managed service operations, ensuring high-quality customer support and satisfaction.
- Collaborated with sales teams to align service offerings with customer needs and market demands.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Managed senior-level personnel working in marketing and sales capacities.
Service Manager – Doosan Construction Equipment
Asha Infracore
Bengaluru
06.2011 - 10.2016
- Coordinated the development of service networks and branch offices, ensuring comprehensive coverage across the territory.
- Achieved improved inventory accuracy through diligent monitoring. Defined performance targets that aligned team objectives with organizational goals. Enhanced customer satisfaction by implementing feedback-driven improvements.
- Conducted operator training and addressed technical support service escalations to ensure seamless service delivery.
- Oversaw daily operations, ensuring compliance with safety and quality standards.
- Developed and implemented efficient service processes to enhance customer satisfaction.
- Trained and mentored staff, fostering a collaborative team environment.
- Analyzed service performance metrics to identify areas for improvement and drive operational excellence.
Field Service Technician – Volvo Construction Equipment
Al Futtaim (FAMCO)
Dubai
05.2008 - 05.2011
- Diagnosed service issues and facilitated machine demonstrations to educate users on operational capabilities.
- Conducted hands-on training workshops to ensure operators understood equipment functionality and adhered to safety standards.
- Diagnosed and resolved issues in hydraulic, mechanical, and electrical systems, contributing to improved system functionality and safety.
- Diagnosed and repaired mechanical and electrical issues in various machinery.
- Conducted preventative maintenance to ensure optimal equipment performance.
- Collaborated with cross-functional teams to resolve service-related challenges.
- Trained junior technicians on service protocols and equipment handling.
- Implemented process improvements that reduced downtime during repairs.
- Managed inventory of tools and spare parts for efficient service delivery.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
Field Service Technician – Komatsu Construction Equipment
Saud Bhawan Group LLC
Muscat
07.2006 - 05.2008
- Performed comprehensive commissioning and servicing of excavators, wheel loaders, dozers, and compactors, focusing on reliability and safety standards.
- Performed in-depth diagnostics and executed significant component overhauls to ensure optimal performance.
- Conducted regular inspections and evaluations to guarantee adherence to safety and maintenance standards.
- Diagnosed and repaired mechanical issues on equipment, ensuring operational efficiency.
- Conducted routine maintenance checks to prolong equipment lifespan and prevent downtime.
- Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
- Responded quickly to emergency maintenance requests for timely on-call support.
Education
Diploma - Automobile Engineering
R.N.S Polytechnic
Murudeshwara01-2002
Skills
- Heavy Equipment Service & Repair
- Hydraulic & Electrical Systems
- Warranty & Failure Analysis
- Spare Parts Budgeting & Procurement
- Customer Service & Conflict Resolution
- Service Network Development
- Team Training & Leadership
- Sales & After-Sales Support
- Problem-solving
- Multitasking and organization
- Team leadership
- Positive attitude
Certification
- Volvo – Engine/Transmission Repair | Hydraulics & Electrical
- Doosan – Product Service (Korea)
- Case Construction – Product Service (Italy)
- Terex – RT Crane Technical (Italy)
Additional Information
Marital Status-Married
Date of Birth-01.01.1982
Nationality-Indian
GCC driving License-72004301-Oman
Permanent Address-Dindkal Mane,Udupi,Karnataka ,India-576211
Languages
English
Hindi
Kannada
Tamil
Timeline
Service Manager – Heavy Equipment Division
Suhail Bahwan International Group Holding LLC
11.2016 - Current
Service Manager – Doosan Construction Equipment
Asha Infracore
06.2011 - 10.2016
Field Service Technician – Volvo Construction Equipment
Al Futtaim (FAMCO)
05.2008 - 05.2011
Field Service Technician – Komatsu Construction Equipment
Saud Bhawan Group LLC
07.2006 - 05.2008
Diploma - Automobile Engineering
R.N.S Polytechnic
Hobbies
Sports,Reading , hiking & meditation