Puneet K Juneja
About Puneet K Juneja
Puneet K Juneja is the Head of Customer Service at Orient Electric, overseeing service functions for multiple business units and managing extensive field service operations across India.
Work at Orient Electric
Puneet K Juneja serves as the Head of Customer Service at Orient Electric. In this role, he leads the service function across four business units: Fans, Small Appliances, Lighting, and Switch Gear. He oversees a contact center with around 70 outsourced seats that manage all product inquiries. Puneet is responsible for warranty management systems and processes, ensuring high standards of service delivery. He manages field service operations that handle approximately 150,000 tickets monthly through a network of 560 Authorized Service Centers across India. His leadership includes direct management of two National Service Heads, one Contact Centre Head, one Spares & Supply Chain Management Head, and one Product Support & Technical Training Head, along with 55 indirect reports in field service.
Education and Expertise
Puneet K Juneja has a strong educational background in management and technology. He studied at the Indian Institute of Management, Calcutta, where he completed an Executive Program in Business Management from 2005 to 2006. He also holds a Bachelor of Engineering in Computers from the College of Engineering, Pune University, completed between 1989 and 1993. Additionally, he has obtained a PRINCE2 Foundation certification in Project Management from QAI in 2012. His educational qualifications equip him with the skills necessary for effective management and service delivery in his current role.
Key Performance Areas
Puneet K Juneja's key performance areas include managing the speed, quality, and cost of service delivery. He is responsible for the management of an outsourced central spares warehouse spanning approximately 17,000 square feet, which houses around 4,000 SKUs. His expertise extends to Authorized Service Center management and people management, ensuring that service teams are well-equipped to meet customer needs and maintain operational efficiency. He also develops and delivers training content, utilizing Learning Management Systems (LMS) and Knowledge Management Systems (KMS) to enhance team capabilities.
Background
Puneet K Juneja has accumulated extensive experience in customer service and management roles. His career includes significant responsibilities in overseeing service operations and managing large teams. His background in engineering and management has provided him with a solid foundation for his current position at Orient Electric. His involvement in various educational programs and certifications reflects a commitment to continuous improvement and professional development.