Durai Uthistiran
Customer Support Manager Marine
Chennai
Summary
Adept individual with more than 20 years working as Manager for 35 cr revenue-generating business. Determined and experienced in mentoring and challenging team members to meet and exceed company goals. Currently working as Deputy Divisional Manager – Marine Power Division-South Zone (TN, KL & AP)-Product Support with GMMCO Ltd.; skilled in developing & implementing strategic service plans Expertise in managing all service-related issues, attending customers, providing support, supervising finance operations, contract management and so on Skilled in administering service operations for providing & achieving quality services and delivering first line support by attending & resolving their issues. Proficient in organizing, planning & controlling aspects of service leading to customer delight through speed of service and FTR (First Time Right) fix. Hands-on experience in identifying training needs across levels through mapping of skills required for positions and analysis of the existing level of competencies. Directed & provided business strategy and technical expertise to Service Dept. in selecting, implementing, and developing competitive product and services applications and solutions. A keen planner, strategist & implementer with skills in setting up as well as ensuring smooth functioning of overall operations and enhancing operational efficiency by making use of leading-edge technologies including business reviews. 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
28
28
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Deputy Divisional Manager – Marine Power Division (South) - Product Support
GMMCO LTD
Chennai
4 2019 - Current
- Directing entire gamut of After-sales operations involving techno commercial activity
- Extending technical guidance, gathering customer requirement, and forecasting parts & service business plan and Warranty support as per OEM guidelines
- Managing accounts receivables by track(DSIR), monitor and through on-time action
- Collaborating with customers like India coast guard, Indian Navy, Cochin shipyard and Hindustan Shipyard and non-government customers and giving prompt & courteous responses to customer queries & complaints
- Collaborating closely with customer understanding needs through voice of customer and helping them to maintaining Base and Depot, OBS-On board Spares and Customer Value Agreement (CVA)
- Strategizing, formulating & compiling various weekly / monthly reports pertaining to the process (KPI) and productivity enhancement
- Providing guidelines and training necessary to team to provide consistent, positive interactions between company and its customers
- Maintaining database of clients; engaged in compiling, analysing, and interpreting data and generating reports based on them through CRM and SAP
- Participate, Track, and manage submitted tender opportunities and initiate follow up process
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Aftermarket support for assets installed in various application like Tug, Dredger, military, cargo, and inland waterways vessel
- Building collaborative relationship with cross functional team- Sales and projects
- Product range handling is from 62.5 kw to 4920kw- Propulsion Engines, Generator, and auxiliary engines
- Spearheading overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level
- Oversaw for Parts revenue of Rs.35 Cr and Service Revenue-3.0 Cr
- Boosted customer satisfaction levels by implementing client-focused solutions and maintaining strong professional relationships.
- Reporting to DGM
- Achievements: Concluded CVA contract for 40 FIC boats of Navy (80 Engines) with M/s. Solas marine Pvt Ltd for 2.5 years
- Contract value worth of 1.40Cr and with Sagar shipping for 11 ISV Boats of Navy (22 engines) for 3 years, contract value is 35 L.
- Facilitated business by implementing practical networking techniques.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
Area Man- Customer Support Electric Power Division
GMMCO Ltd.
Chennai
04.2003 - 03.2019
- Extending technical guidance, gathering customer requirement, and forecasting parts & service business plan
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Collaborating with customers in retail and investor segment (Infosys, TCS, Apollo tyres) and giving prompt & courteous responses to customer queries & complaints
- Identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
- Maintaining database of clients; engaged in compiling, analysing, and interpreting data and generating reports based on them
- Building collaborative relationship with cross functional team- Sales and projects
- Product range handling is from 200 kw to 3000kw Gensets
- FG Wilson Make- 37.5 to 200 kVA (cooper Supplied Gensets)
- Taking care of Operation and maintenance of 3 x 2000 kVA and 1 x 1500 kVA DG set at M/s.Apollo Tyres.
- Taking care of rental assets
- Reported to Zonal Manager
- Achievements: Excellent track record of: Increasing service business volumes with year-on-year growth of around 15%
- Increasing parts business volumes with year-on-year growth of around 15 %
- Improving CSAT scores of chennai region to 85% though methodological planning & execution of ideas and strategies and by initiating innovative ways of achieving service objectives
- Drove over 100% annual net revenue and profitability growth in year vs year
- Year; exceeded team goals by executing project on Preventive Maintenance Focus which resulted in generating INR 45 Lacks for company
- Credit of being nominated for Excellence Award for excellent product support through 3R Respond, React, Retain- during 2015 Dec floods
- Steered in saving revenue of parts of INR 203 Lacs, service of INR 44.93 Lacs and rental of INR 25 Lacs (Approx.).
Junior Engineer – Electrical Testing
SITARC
Coimbatore
08.1998 - 6 2003
- Tested prototypes as per ISI Standards and wrote reports to document results
- Performed thorough quality checks for all deliverables, ensuring high-quality products were delivered to clients on time
- Collaborated with senior engineers on projects and offered insight
Service Engineer
Genmech Electric
COIMBATORE
05.1996 - 08.1998
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions
- Consulted with clients on best practices for equipment use, contributing to improved longevity and operational efficiency.
Education
MBA - Marketing
Alagappa University
Tamil Nadu 12.2011 - 12.2013
B.Tech. - Electrical Engineering
Rajasthan University
Tamil Nadu 06.2008 - 12.2010
Diploma - Electronics & Instrumentation
V.L.B Janaki Ammal College of Technology & Polytechnic
Tamil Nadu 06.1993 - 04.1996
Skills
Technical Support
undefinedCertification
CAT C 175 Diesel Engine, 3000 KVA, Caterpillar Training Center, Peoria, USA
Personal Information
Date of Birth: 04/28/1975
Timeline
MBA - Marketing
Alagappa University
12.2011 - 12.2013
B.Tech. - Electrical Engineering
Rajasthan University
06.2008 - 12.2010
Area Man- Customer Support Electric Power Division
GMMCO Ltd.
04.2003 - 03.2019
Junior Engineer – Electrical Testing
SITARC
08.1998 - 6 2003
Service Engineer
Genmech Electric
05.1996 - 08.1998
Diploma - Electronics & Instrumentation
V.L.B Janaki Ammal College of Technology & Polytechnic
06.1993 - 04.1996
Deputy Divisional Manager – Marine Power Division (South) - Product Support
GMMCO LTD
4 2019 - Current
Similar Profiles
S JERIN KUMARS JERIN KUMAR
Service Operations Manager at GMMCO LTDService Operations Manager at GMMCO LTD
PRASATH D PRASATH D null
Assistant Manager at Gmmco LtdAssistant Manager at Gmmco Ltd
Akshay AdeAkshay Ade
Marketing Manager at Gmmco LtdMarketing Manager at Gmmco Ltd