Kaushik Paul

A> Dealer :

• Monitor Dealer work inline with Customer Support Policy. Extend support & guide team to process in place.
• Monitor Customer complaint management system, and maintain uniform practice across all dealerships, to provide unique Customer Support Experience.
• Plan with Team to improve Customer Retention, Service Retention, Expert Level service experience.
• Monitor CRM activity for 4-5-6 Calling from the Dealership and ensure faster resolution.
• Claim management for the Dealership till final settlement.
• Monitor Electronic Engine issues and resolve alerts on priority.
• Monitor Dealership Performance Service Absorption, Resource management, Parts per Machine improvement program etc.
• Monitor Parts wholesale & Retail, Inventory turn & Optimization of stock level.
• Monitor EDPR for machines and established several new products
• Ensure Dealer provide regular feedback on Product & Parts issue through DTAC & DPAC.
• Review performance with Dealership HOD and plan for improvement actions.
• Plan Service Campaigns, Free Service Camps, and Operator Meet to improve Parts per machine.
• Monitor Dealer Team individual performance through Job Card, Parts Sales, Repair time etc.

B> Functional :

• Enhance Customer Satisfaction Index, by personal meeting Customers.
• Proactive meeting with customer having new product, new technology, high value product.
• Provide Technology Training to Dealer Service & Sales employee on new products.

B> Cross-Functional :

• Extend support to Sales Team to improve machine sales & market share
• Work with Sourcing team, at identified are to get PDC inventory level optimum
• Prepare Monthly Life-Cycle solution report on AOR & share report with Leadership
• Support Dealer Development Team, to maintain uniform Showroom experience.
• Support Marketing Team, by organizing marketing activities to improve lead generation.

1. Monitor MTTR and ensure restoration, in line with Customer Support Policy.

2. Monitor Customer complaint management system, and maintain uniform practice across all dealerships in Zone, to provide unique Customer Support Experience.

3. Plan with Team to execute PDI / Warranty / Retention / Technical support and all other customer support process across all dealerships.

4. Monitor Third party Call Centre operation for East Zone, monitor call closure feedback from Customers, take appropriate measure, for customer satisfaction.

5. Claim management for the Zone. Audit, process and monitor till Settlement to Dealer.

6. Dealership management, enhance Service Absorption Ratio of dealerships, by monitoring Sale / Machine, and spares sales.

7. Monitor and maintain Dealer Inventory. Monitor min-max & Warranty Stock level. Monitor RSL at Dealership, to provide maximum Spares availability to support Machines.

8. Monitor EDPR for machines and established several new products. Feedback to QA team.

9. Work in collaboration with Sales Team to improve machine sales & market share.

10. Work with Sourcing team, at identified are to get PDC inventory level optimum.

11. Prepare Monthly MIS report on area of operation, share report with Top Management. Review performance with individual HOD and generate improvement plan.

12. Enhance Customer Satisfaction Index, by calling & meeting Customers. Monitor dealer CRM and feedback for Customer and from Call – center for feedback on Dealership.

13. Conducting SEs training on different skill level & subject to strengthening of Service team & Service network. Obtain Customer excellence, through engineer mapping & inducting.

14. Plan & Execute Service Campaigns, Customer Meet, and Operator Meet, promotion schemes etc.

• Enhancing customer satisfaction through timely service delivery
• Service operational plans and implement cost-saving measures
• Establish a Service Review process; planning, organizing and facilitating recurring meetings
• Planning for Service Engineer’s training, strengthening of Service team & Service network thru Engineer Mapping, for Customer excellence
• Conceptualizing & implementing services policies for the organization
• (Man power to Machine Ratio, Keeping control on installation & commissioning time at customer site)
• Ensuring that operations at the service points match the company’s standards
• Handling complaints and taking necessary corrective action both Internal and external
• Monitoring Spares availability, at Dealership to meet the company policy, and support Warranty
• Collecting & compilation of data on repeat jobs/ other specific complaints and discussing the same with HO
• Finalizing annual maintenance contracts / Service contract with the customers and making regular visits at their end for handling their grievances
• Generating Data for Zone like: Service MIS, Analysis etc
• Organizing programs for handling customer grievances and enhancing their confidence
• Ensuring that maintaining of MTTR as per company STD
• Reviewing and processing Zonal Warranty claims / old parts return for analysis
• Ensure speedup dealer settlements
• Maintaining Financial discipline for the Dealership.

• Direct product support for 20 to 40T class Excavator, Wheel Loader, Motor Grader
• Providing Technical Support to dealer engineers, monitoring & Improving MTCC
• Conducting Training at Customer Site & arranging in-plant training for Customer Personnel
• Resolving Warranty issue with customer & initiate faster settlement
• Responsible for Spares Business from Major Customers & consistent improvement
• Monitoring the performance & establishment of new product
• Supporting for Isuzu engines problems for central part of India
• Co-coordinating with team for sales promotion
• Organizing Customer meet, Service Campaign, Road show etc
• Operated AMC with major customers for 20 to 30 T class machines.

• Deliver for 24 Hrs
• Aftermarket Support, Parts management, Proactive measues for reduced operating cost
• Six Sigma Project on Annual Operating Plan achievement, Failsafe Service Support, Dealership restructuring, Out of Fold Customer regaining, Business enhancement through Capability Building of front ends, Enhancing Electrical Capability of dealer engineers (DG, Controllers, Synchronizers, and Panels)
• Service Guaranty Drive and monitor the project “Service Guaranty” for customers, and providing assured and on time Service Support
• Handled Techno-Commercial issues for various customers.