Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Dhananjoy Baruah

Dhananjoy Baruah

Service Lead
Bangalore,Karnataka
It's fine to celebrate success but it is more important to heed the lessons of failure.
Bill Gates

Summary

IIM Calcutta alumnus with 23 years of proven success. Excels in building high-performance teams, optimizing service processes, and driving business growth. Adept at navigating complexities, restructuring commercial offerings, and ensuring compliance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

21
21
years of professional experience

Work History

Service Lead

SAARC (ZEISS), ZEISS
Bangalore
04.2022 - Current
  • Trained and supervised team of customer service representatives in providing quality service to customers
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Used SAP CRM to keep records of customer interactions, customer accounts, and file documents
  • Achieved 140% growth in SAARC Service business for Medical division
  • Engaged SCM team to find workable solutions to service logistics issues
  • Establish Revenue sharing model for partners
  • Developed and implemented customer service policies and procedures.

Service Manager

Kolkata, GE Healthcare
Kolkata
06.2019 - 03.2022
  • Transform service operations in West Bengal, Sikkim, Bhutan, and A&N Islands
  • Achieved 100% customer satisfaction levels in relationship NPS
  • Achieved top spot in operational and commercial parameters among all regions with compliance to regulatory and quality needs
  • Negotiated with vendors to secure best prices for their services
  • Established team priorities, maintained schedules and monitored performance

Service Manager

Guwahati (GE Healthcare), GE Healthcare
01.2014 - 06.2019
  • Prioritize customer delight, resulting in 20-30% YOY growth
  • Transform performance for direct and dealer teams
  • Improved response time for scattered Installed Base of NE region
  • Increased service business growth consistently YOY.

Zonal Technical Support Manager

MR, GE Healthcare
Kolkata
06.2009 - 06.2014
  • Focus on PM quality, reducing breakdowns and part consumption
  • Strategic inventory planning for spare parts
  • Tracked KPIs and created continuous improvement plans
  • Developed and implemented training initiatives for new hires
  • Implemented use of digital tools for remote fix of MRI systems across region
  • Increased customer satisfaction ratings to 90%

Customer Service Engineer

GE Healthcare
06.2003 - 06.2009
  • Ensure quick response time and quality service
  • Continuously work on competency improvement and improve FTFR by 5 points
  • Supported across functions and managed operations with minimum resources
  • Help customers in site and workflow planning support
  • Extended support to partner team for issue resolution.

Education

Senior Management Program - undefined

IIM
2021-03

Bachelor of Engineering - Electrical

Jorhat Engineering College, Dibrugarh University
1998-12

Skills

  • Key Account Management
  • Service Process Optimization
  • Digital and Remote Service
  • Analytical Expertise
  • Stakeholder Management
  • Field technical services
  • Planning leadership
  • USG Training:
  • Chennai, India (Philips)
  • Languages
  • English
  • Hindi
  • Assamese
  • Bengali
  • Software
  • Excel, Power point, SAP CRM, Bower BI
  • Travelling, Sketching and listening to Hindustani classical music
  • Travel to exotic locations
  • Sketching portraits
  • Trained in percussion instrument (Tabla)
  • Likes listening to Hindustani Classical Music

Accomplishments

  • Achieved 100% growth in SAARC business in 22-23 (ZEISS)
  • Streamlined service logistics, resulting in a 50% improvement in equipment uptimes (ZEISS)
  • Won the Battle of LCTs 2020 and handled GMED audit 2020 without non-conformities (GE Healthcare)
  • Realized 15-20% cost productivity through vendor scrutiny (GE Healthcare)
  • Secured CT orders and upgrade sales during 2017-2019 (GE Healthcare)
  • Recipient of first “FE of the Month” award in 2009 for on-site repair of a transit damaged CT system, when replacement decision was almost taken
  • Process Improvements
  • Lean for Business, Lean workshops
  • Kaizen leader
  • Leadership Trainings
  • Alumnus of GE Global leadership Programs from Crontonville
  • Completed FOL, BELS, RISE, and PLE leadership programs
  • Technical Trainings
  • MR Masters Training: Wisconsin, USA (GE)
  • DVMR Training: Wisconsin, USA (GE)
  • MR Magnet Training: Wuxi, China (GE)
  • MR 355/360 Training: Wuxi, China (GE)
  • MR LX training: Hino, Japan (GE)
  • PGTH Training: Bangalore, India (GE)
  • OLE Training: Bangalore, India (GE)
  • CT Series Training: Bangalore India (GE)

Timeline

Service Lead - SAARC (ZEISS), ZEISS
04.2022 - Current
Service Manager - Kolkata, GE Healthcare
06.2019 - 03.2022
Service Manager - Guwahati (GE Healthcare), GE Healthcare
01.2014 - 06.2019
Zonal Technical Support Manager - MR, GE Healthcare
06.2009 - 06.2014
Customer Service Engineer - GE Healthcare
06.2003 - 06.2009
IIM - Senior Management Program,
Jorhat Engineering College, Dibrugarh University - Bachelor of Engineering, Electrical

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