Ellappan Sampath
Pune
Summary
Results-driven professional with extensive experience in planning and problem-solving. Expertise in optimizing resource utilization to drive scalable operations and enhance profitability. Known for exceptional organization, systematic approach, and ability to foster strong relationships while leading teams.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Executive Manager - Hydrogenics Support
Cummins India Limited - Distribution Business Unit
Pune
01.2024 - Current
- Provided service and technical support to customers with Hydrogen Electrolyzers from Accelera By Cummins (Previously known as Hydrogenics Europe NV) as a senior Technical Service Support Specialist.
- Successfully managed the installation, commissioning, and testing of large-scale Electrolyzers.
- Delivered effective customer support remotely, addressing technical queries and reported issues.
- Collaborated with global team to provide feedback on field issues, create documents, and enhance departmental processes.
Senior Manager - Customer Service
Cummins India Limited - Distribution Business Unit
Pune
06.2022 - 12.2023
- Provided service and technical support to customers with Hydrogen Electrolyzers from Accelera By Cummins (Previously known as Hydrogenics Europe NV) as a senior Technical Service Support Specialist.
- Successfully managed the installation, commissioning, and testing of large-scale Electrolyzers.
- Delivered effective customer support remotely, addressing technical queries and reported issues.
- Collaborated with global team to provide feedback on field issues, create documents, and enhance departmental processes.
- Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
- Established effective communication channels between different departments within the organization.
Senior Manager - Rapid Response Team
Cummins India Limited - Distribution Business Unit
Pune
07.2021 - 06.2023
- Provided technical and diagnostic support to field teams for complex, unresolved cases and issues not covered by the troubleshooting guide.
- Managed technical product issues escalated to management level.
- Created team awareness on new product launches, shared hard to diagnose case learnings, and conducted regular knowledge sharing sessions.
- Led infant care support for the CEV BSIV products launched in the market, while developing and implementing service strategies and new initiatives from customer support department.
- Managed a team of 5+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- Conducted regular performance appraisals for direct reports to provide feedback on their work performance.
- Coordinated with IT department to implement new technologies and systems enhancements.
Manager - Rapid Response Team
Cummins India Limited - Distribution Business Unit
Pune
02.2021 - 07.2021
- Provided technical and diagnostic support to field teams for complex, unresolved cases and issues not covered by the troubleshooting guide.
- Managed technical product issues escalated to management level.
- Created team awareness on new product launches, shared hard to diagnose case learnings, and conducted regular knowledge sharing sessions.
- Led infant care support for the CEV BSIV products launched in the market, while developing and implementing service strategies and new initiatives from customer support department.
- Managed a team of 5+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- Conducted regular performance appraisals for direct reports to provide feedback on their work performance.
- Coordinated with IT department to implement new technologies and systems enhancements.
Channel Service Manager
Cummins India Limited - Distribution Business Unit
Ahmedabad
07.2019 - 01.2021
- Drove the success of service metrics at a Gujarat dealership.
- Provided technical support to customers and OEMs in Gujarat and a portion of Madhya Pradesh.
- Handled electrical and electronics support for the assigned territory.
- Handled key accounts such as Indian Railways, ONGC, and Gujarat Maritime Board.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Monitored service performance metrics to identify areas of improvement.
- Created detailed reports on service activities for senior management review.
- Created standard operating procedures for all service functions.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Resolved customer complaints in a timely manner.
- Provided technical support for hardware and software issues experienced by customers.
Service Manager (Dealership Support)
Cummins India Limited - Distribution Business Unit
Ahmedabad
01.2018 - 06.2019
- Managed service responsibilities in Ahmedabad, Mehsana, and Anand regions as a dealership service manager, enhancing service metrics and customer satisfaction.
- Managed a large team of 50+ service professionals to ensure flawless service execution and enhance customer satisfaction index (Net Promoter Score).
- Conducted root cause analysis for significant failures in engines, alternators, and components.
- Conducted training sessions and information sharing to enhance dealership service professionals' capability, improving overall service metrics and Right First Time for resolutions.
- Motivated team members to share their experiences in resolving complex technical issues.
- Collaborated effectively with team members to overcome internal conflicts and ensure positive results.
- Implemented MIS reporting system for tracking and sharing progress with leadership, ensuring support is sought when necessary.
Manager - Service & Key Accounts
Cummins India Limited - Distribution Business Unit
Port Blair
05.2017 - 12.2017
- Provided service and technical support to a key customer in Port Blair, overseeing a 10 MW power plant that supplied electricity to Andaman Electricity Board. This involved managing 10 Cummins DG sets with QSK60G4 engines, each rated at 2000 KVA.
- Campaign execution optimized without affecting DG set availability, ensuring committed power supply to AEB was maintained.
- Demonstrated strong teamwork skills by actively collaborating with various departments and consistently updating them on key site activities.
- Developed comprehensive failure investigation reports through in-depth field analysis.
- Delivered technical support services to customers of Cummins engines powering different Defence applications in the Indian Navy and Indian Coast Guard.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Coached, mentored and trained team members in order to improve their job performance.
Assistant Manager - Service
Cummins India Limited - Distribution Business Unit
Agucha, Rajasthan
01.2015 - 04.2017
- Led the Cummins products and team as project head at Hindustan Zinc Limited - Agucha Open cast mines in Rajasthan.
- Successfully led a diverse group of more than 35 service professionals, encompassing Cummins employees, dealership service engineers and technicians, contract technicians, and store incharge.
- Managed service contracts for 35+ High Horse Power Quantum series engines used in giant mining equipment at HZL Agucha open cast mines.
- Managed one of Cummins India's largest revenue generating projects/contracts in the mining sector.
- Ensured achievement of guaranteed availability time for engines and flawlessly executed scheduled activities, effectively communicating updates to end users and OEMs. Managed inventory, optimized manpower, prepared Failure Investigation reports, and maintained high accuracy of technical records.
- Introduced new innovations like ECM test bench kit, wiring harness repair kit, Fuel actuators test bench kit to reduce cost and improve performance.
- Collaborated with global team to enhance product performance.
- Executed field campaign efficiently and timely to enhance product quality and uptime.
- Worked as a DFSEc (Divisional Field Service Engineer counter part) for this project.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Coordinated with other departments to ensure smooth flow of operations.
- Collaborated with management on developing strategic plans for achieving business goals.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Developed a system for tracking inventory and ordering supplies as needed.
- Maintained up-to-date knowledge of company products and services.
- Resolved conflicts between team members in an effective manner.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Communicated regularly with customers to gain insights into their needs.
- Supervised daily operations including scheduling shifts, assigning duties.
- Monitored employee attendance records, timekeeping, and payroll information.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Reviewed completed work to verify consistency, quality, and conformance.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Junior Manager - E&E Support
Cummins India Limited - Distribution Business Unit
Greater Noida
06.2014 - 12.2014
- Functioned as a specialist in resolving technical issues related to Electrical & Electronics products in the NCR region.
- Created field learnings and investigation reports while delivering training to internal and external stakeholders.
- Contributed to the improvement of dealership service professionals' skills.
- Assisted in the development of a new customer service training program.
- Resolved customer complaints in an efficient and professional manner.
Junior Manager - Service
Cummins India Limited - Distribution Business Unit
Singrauli, Madhya Pradesh
12.2009 - 05.2014
- Provided expert technical support for HHP Quantum series imported engines, significant in optimizing mining equipment operations at Northern Coal Fields Limited.
- Managed MARC and Cost cap contract engines.
- Efficiently completed both planned and unplanned activities at assigned projects.
- Managed the execution of field campaigns and TRPs upon release.
- Achieved guaranteed availability for contracted engines.
- Prepared field learnings, created SOPs, and conducted training sessions for both internal and external stakeholders.
- Managed and provided technical and service support for 10 NCL projects as a Key Account Manager for NCL customer.
- Organized resources and delegated tasks efficiently among team members.
- Provided guidance on best practices for operational efficiency improvements.
- Analyzed data trends to identify opportunities for cost savings initiatives.
- Identified areas for process improvement through data analysis and problem solving techniques.
- Coordinated special projects as assigned by senior management.
- Implemented process improvements to streamline operations and reduce costs.
- Managed vendor relationships ensuring timely delivery of goods or services.
- Resolved customer complaints in an efficient and professional manner.
- Assisted in the development of a new customer service training program.
Field Service Engineer
Cummins India Limited - Distribution Business Unit
Agra, Uttar Pradesh
06.2009 - 12.2009
- Gained practical field experience on various Cummins products through deputation to dealership.
- Provided round-the-clock support for the Learn Burn Gas engines projects based in Agra.
- Accumulated technical and professional expertise through work experience in this field.
Diploma Engineer Trainee
Cummins India Limited - Distribution Business Unit
Pune, Maharashtra
09.2008 - 05.2009
- Received training on Cummins LHP, MHP, and HHP engines.
- Acquired knowledge and skills in handling Cummins Electronics engines.
- Successfully completed a training program focusing on Stamford Alternators.
- Comprehensive, hands-on training on all the engine models.
Education
B.TECH - Bachelor of Technology - Electrical
Janardan Rai Nagar Rajasthan Vidyapeeth University
Udaipur, Rajasthan, India02-2015
High School Diploma -
Rajagopal Polytechnic College
Gudiyattam, Vellore, Tamil Nadu, India04-2008
Skills
- ECM (Electronics Control Module) image analysis
- Engine and alternator controller data log analysis
- Fault codes analysis
- Failure trend analysis
- PLC, IO modules and different HART sensors troubleshooting
- preparation of technical documents
- Imparting training to large team
- Manage medium to large team for day to day activities
- Customer Centric
- Motivate employees
- Staff Training
- Stakeholder Management
- Goal Setting
- Organizational Development
- Succession Planning
- Resource Allocation
Affiliations
- Accepted and demonstrated capabilities at every level in the organization by working as a service engineer, Service Manager, Project Head, Technical Service Support Specialist, etc.
- Adopting to new roles, locations, roles & responsibilities, products, technologies to deliver better results everytime with and without team members.
- Motivates Team efforts, believe in team achievements.
- Appreciates Diversity and candid feedbacks within team for enhancements.
Accomplishments
- Recognized for managing various engines availability with 95% availability ranging from 10 to 2000KVA.
- Received appreciation from customer (NCL, HZL mining customers), OEM & company for zero breakdown achievement for the excellent service support.
- Efficiently handled the MARC team and engines at HZL Agucha mines where the giant Quantum engines are under Cph with Cummins and delivered the engine availability more than guaranteed and saved cost to the company by innovating ECM test benches, actuator test benches and many more inhouse in order to save the cost to company and ease the running cost of the contract and accomplished the same. Handled a large technical team in this stint and developed the second line as well.
- Recognized with Cummins CMD award twice (2015 & 2016) for the excellent customer support and service delivered on crisis and awarded with Cummins STAR awards many times for the good work.
- At Port Blair due huge power demand situation forced all the Diesel engine power plants to work at its full capacity with negligible down time. With this demand supported the product and customer to deliver exceptional results at this site where 10*2000 Kva (QSK60G4) engines are operating 24*7.
- Executed multiple preventive maintenance activities, Cell stack installation (Alkaline Electrolyzers), corrective maintenance activities on both Alkaline and PEM Electrolyzers across India, Middle East, APAC, UK.
- Participating in India’s largest first ever Green Hydrogen Project’s Electrolyzer’s installation and commissioning, testing activities as a lead commissioning engineer. This project is capable of delivering 4.3 Tons Per Day Green Hydrogen with installed 2*1000 Nm³ PEM based Electrolysers.
- Completed first six-sigma project in green.
- Trained on various Cummins Engine models, alternators, components.
- Recognized for the best team efforts demonstrated during infant care support during CEV BSIV engines launch.
- Only PEM Electrolyzer trained engineer in Asia region.
Certification
- Cummins HHP engines trained engineer
- Failure Investigation Report creation certification
- Certificate for training completion on LT and HT alternators.
- Certificates for various quantum series engines tranining completion.
- Certified PEM Electrolyzer service engineer.
- NSW, Australia White card trained.
Languages
Tamil
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Telugu
Upper Intermediate (B2)
B2
Timeline
Executive Manager - Hydrogenics Support
Cummins India Limited - Distribution Business Unit
01.2024 - Current
Senior Manager - Customer Service
Cummins India Limited - Distribution Business Unit
06.2022 - 12.2023
Senior Manager - Rapid Response Team
Cummins India Limited - Distribution Business Unit
07.2021 - 06.2023
Manager - Rapid Response Team
Cummins India Limited - Distribution Business Unit
02.2021 - 07.2021
Channel Service Manager
Cummins India Limited - Distribution Business Unit
07.2019 - 01.2021
Service Manager (Dealership Support)
Cummins India Limited - Distribution Business Unit
01.2018 - 06.2019
Manager - Service & Key Accounts
Cummins India Limited - Distribution Business Unit
05.2017 - 12.2017
Assistant Manager - Service
Cummins India Limited - Distribution Business Unit
01.2015 - 04.2017
Junior Manager - E&E Support
Cummins India Limited - Distribution Business Unit
06.2014 - 12.2014
Junior Manager - Service
Cummins India Limited - Distribution Business Unit
12.2009 - 05.2014
Field Service Engineer
Cummins India Limited - Distribution Business Unit
06.2009 - 12.2009
Diploma Engineer Trainee
Cummins India Limited - Distribution Business Unit
09.2008 - 05.2009
B.TECH - Bachelor of Technology - Electrical
Janardan Rai Nagar Rajasthan Vidyapeeth University
High School Diploma -
Rajagopal Polytechnic College
- Cummins HHP engines trained engineer
- Failure Investigation Report creation certification
- Certificate for training completion on LT and HT alternators.
- Certificates for various quantum series engines tranining completion.
- Certified PEM Electrolyzer service engineer.
- NSW, Australia White card trained.
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