Arup Kumar Chattopadhyay
Faridabad
Summary
Dynamic leader with a proven track record at Escorts Kubota Limited, enhancing product reliability and achieving a 41% reduction in maintenance costs. Skilled in process improvement and technical training, I excel in driving customer satisfaction and team development, ensuring high-quality service delivery and operational efficiency.
Overview
23
23
years of professional experience
Work History
Deputy General Manager Product Support
Escorts Kubota Limited
06.2023 - Current
- Led team to analyze failure trends, enhancing product reliability and serviceability, reducing warranty costs and lowering operating costs for customers.
- Achieved a notable reduction in defects per vehicle to improve product reliability.
- Implement strategies to lower maintenance costs by 41%.
- Lead process improvements in the service function to ensure the team delivers 62% to 80% First Time Right fixes, Reduction in overall Turn Around Time of Below 26 hour , increase in Net Promoter Score of 53% to 70%.
- Drove skill enhancement across Sales & Service functions through technical training, achieving 98% trained manpower.
- Trained manpower to effectively address customer issues, increasing Master Trained from 0% to 43% and Expert Trained from 0% to 25%.
- Facilitated the smooth launch of new CEV-V products.
- Introduction of E-catalogues, Flat Rate Schedules and Troubleshooting Manuals.
Senior Manager Product Support
JCB India Limited
06.2012 - 05.2023
- Monitored dealer service support operation in Bangladesh, ensuring efficient service delivery and customer satisfaction.
- Make strategy for Dealer capacity assessment through (Business Score Card) and make recommendations for augmentation.
- Monitor Dealer Performance through KPIs such as CSI, MTTR, FTF etc.
- Maintained dealer profitability by monitoring service absorption and identifying key performance areas for improvement.
- Led technical training sessions for internal employees and dealer engineers on JCB products in regions such as SARC, SEA, Turkey, Russia, China, Brazil, and the Caribbean.
- Technical Trainings for Internal Employees and Dealer Engineers on JCB products for SARC, SEA & Middle East.
- Develop modules and deliver technical trainings for JCB customer representatives.
- Process Warranty Claims and Failure Analysis of Failed Parts.
- Provide technical inputs to product engineering through Product Improvement Proposals.
- Implementation of the SAP DBMS in dealer points.
- Develop material and manual for New and existing models as NPIP Support.
- In Bangladesh territory achieved Parts & Service Revenue Growth by enhancing service capability and resulted in 100% increased machine sales volume.
- Assisted dealer in establishing strategic touch points, resulting in customer satisfaction index (CSI) increase to above 90%.
Dealer Support Engineer
TELCO Construction Equipment Co Ltd
08.2007 - 05.2012
- Provided technical assistance to dealer service managers and engineers.
- Facilitated effective product feedback and warranty decision-making for dealer engineers.
- To provide regular in-house training to the dealer engineer and also site training on products to customers.
- Guided dealers in selecting strategic locations for engineers and offices to enhance customer reach.
- Managed two sites under full maintenance contract, overseeing a total of 19 machines.
- Helped dealer to create touch points at strategic locations to increase the CSI to above 85%.
- Successful implementation of TOC in parts ordering process in parts ordering to optimize dealer inventory.
Customer Support Engineer (Machine Business Group)
GMMCO Limited
09.2005 - 08.2007
- Leading a team at a site under Customer Support Agreement to achieve 85% availability of all caterpillar machines present in the site.
- Conducted troubleshooting on Caterpillar construction equipment to ensure optimal performance.
- Arranged operator and customer training programs within territory to enhance equipment usage and customer satisfaction.
- Managed parts sales and service revenue for site, ensuring timely payments and accountability.
- Coordinated parts planning for inventory, accurately projecting monthly consumption needs to optimize stock levels.
- Using internally developed software applications and online applications to record and follow-up all service related matters.
- Implemented product improvement programs following company guidelines.
- Functioned as an authorized dealer for Caterpillar Inc. to provide customers with quality machinery.
Service Engineer
West India Equipments
10.2003 - 09.2005
- Managed after-market service operations, addressing machine issues to provide customer satisfaction in Gujarat.
- Troubleshooting of Volvo Construction Equipment.
- Attended to service-related calls in the area, reported to representatives of Volvo India Pvt. Ltd., and ensured consistent follow-up on all calls.
- Arranged operator and customer training programs in collaboration with representatives from Volvo to enhance user knowledge and equipment utilization.
- Using internally developed software applications and online applications to record and follow-up all service related matters.
- Contributed to inventory parts planning to ensure adequate stock levels.
- Implemented campaign and product enhancement initiatives according to company directives.
- Designing parts promotion activities.
Education
B.Tech - Engineering Technology
BITS Pilani
Pilani05-2023
Engineering Diploma - Ramakrishna Mission Shilpapitha, Kolkata
West Bengal State Council of Technical Education
Ramakrishna Mission Shilpapitha, Kolkata06-2003
Skills
- Service contract management
- Product reliability
- Technical documentation
- Process improvement
- Workflow planning
- Equipment optimization
- Root cause analysis
- Comprehensive problem-solving abilities
- Strategic planning
- Team leadership
- Cross-functional leadership
- Staff training and development
- Customer satisfaction
- Diplomatic communication
Hobbies and Interests
- Playing Guitar
- Collecting coins
- Drawing
- Listening to music
Personal Information
- Father's Name: Sri. Subhendu Kumar Chattopadhyay
- Date of Birth: 06/15/81
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Bengali
Upper Intermediate (B2)
B2
Oriya
Intermediate (B1)
B1
Gujarati
Elementary (A2)
A2
Timeline
Deputy General Manager Product Support
Escorts Kubota Limited
06.2023 - Current
Senior Manager Product Support
JCB India Limited
06.2012 - 05.2023
Dealer Support Engineer
TELCO Construction Equipment Co Ltd
08.2007 - 05.2012
Customer Support Engineer (Machine Business Group)
GMMCO Limited
09.2005 - 08.2007
Service Engineer
West India Equipments
10.2003 - 09.2005
B.Tech - Engineering Technology
BITS Pilani
Engineering Diploma - Ramakrishna Mission Shilpapitha, Kolkata
West Bengal State Council of Technical Education