RAJA GHOSH
Automobile Aftersales
Santoshpur ,Kolkata
Summary
AMIAE with nearly 30 years of experience; previously worked with M/s. Tata Africa Holdings (Ghana) Ltd., Ghana and Tata Nigeria as Aftersales Head. Experience in maintenance / service and repairs of Tata PCBU /CVBU range of vehicles TML standards and procedures. Proficient in preparing and executing PCR (Product Compliant Report) and CIR (Complaint Investigation Report) for TML & Daewoo Commercial Vehicles (Korea). Excellent in coordinating, planning & implementing changes to technology, machinery, equipment, process methodology, quality assurance, control systems and reporting procedures. An effective communicator with relationship management skills with the capability to relate to people at any level of business and management across the globe; possess excellent negotiation and problem-solving skills.
Overview
32
32
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Consultant
Rangeview Automobiles (Tata Motors – Passenger Car)
- Responsible for Incremental Business growth, SDD, CPTV, Process Implementations/Customer Experience.
Capability Enhancement Manager (Africa)
Tata International Limited, Mumbai Corporate Office
07.2019 - 07.2024
- Developing Technical Capability Assessment framework.
- Managing technical training requirements for all 11 countries in Africa.
- Managing customer complaint with help of country team.
- Managing NPS and Customer Call Centre.
- Driving CI (Continous Improvement) Projects for Aftersales business.
- Supporting Auto business in organization initiatives like TBEM (Tata Business Excellence Model).
- Design and development of Processes and SOP’s for Aftersales.
- Implementing Kaizen Programme in countries.
- Liasoning with OEM’s (TML/FML/ Daewoo) for Product Failures / Improvements.
- Implementation of SAP B1 at countries.
- Developed and implemented Workshop Automation at Zambia & Tanzania.
- Various Brand Image Builing initiatives for countries to meet their ABP.
- Results Achieved:
- Net Promoter Score (NPS) moved from 41% (FY 20) to 62% (FY 23) & 70% (FY 24)
- CSAT / Experience Index has moved from 47% (FY 18) to 70% (FY 22).
- 60% Technical workforce passed Level 1 in last 2 years.
- 57% of customer complaint resolved within Proposed Resolution Date (PRD).
- Aftersales business improvement in Zimbabwe from August 22 to February 23 as a Performance Improvement Project.
After Sales Manager
Tata Nigeria
07.2017 - 06.2019
- Coordinating with the workshop equipment/installation and executing maintenance schedule
- Monitoring the scheduling of resources; ensuring successful support of engagements and consistent performance to meet all project objectives
- Planning preventive maintenance schedules of various equipment to increase machine uptime and equipment reliability
After Sales Manager
Tata Ghana
09.2012 - 07.2017
- Identifying areas of obstruction/ breakdowns and taking steps to rectify the equipment through application of troubleshooting tools.
- Preparing operational budgets and ensuring adherence to the same; developing new process concepts for production optimization, yield improvement and so on.
- Ensuring adherence to the quality standards as well as managing implementation of various stages of workflow using quality tools.
- Highlights:
- Handling PAN Nigeria operations
- Executed annual budgeting & forecasting of spare parts revenue, workshop labor turnover; maintained aftersales business to run in profit and absorption ratio.
- Enhanced business revenue through on-site services, weekend workshop facility, annual maintenance contract and service level agreement
- Initiated efforts and expanded network for Pan Nigeria -2S & 3S workshops and spare part retailer and monitored the performance
- Reviewed aftersales debtors and overdue receivables. Monthly cash collection forecast.
- Conducted & organised service camps, customer meet and other events focusing on aftersales business and customer retention
- Provided aftersales support to sales team for product launchings and trainings
- Monitoring assembling of TML and Daewoo Trucks at local assembly plant and regularly updating OEM’s.
Service Head (Tata–Passenger Car Business Unit)
PHC Motors Ltd., Ghana (West Africa)
05.2006 - 09.2012
- Administered maintenance/service and repairs of Tata PCBU range of vehicles to TML standards and procedures
- Conducted PCBU workshop as a profitable centre
- Maintained PCR (Product Compliant Report) and CIR (Complaint Investigation Report) to TML for the field product complaints in order to take corrective actions.
- Revenue Generation.
- Improving Customer Satisfaction Index.
Assistant Workshop Manager / (In-house Trainer)
Lexus Motors Ltd., Kolkata
08.2003 - 04.2006
- Trained floor shop personnel and maintained records for in-house training
- Implemented 100% quality checks on repaired vehicles and generated rejections reports
- Initiated efforts and addressed critical complaints
Senior Service Engineer
Usha International Ltd., Kolkata
06.2000 - 08.2003
Sales & Service Engineer
Lucas Indian Service Ltd., Kolkata
07.1992 - 05.2000
Education
AMIAE -
The Institute of Automotive Engineering
Chennai01.1989
Diploma - Automotive Engineering
The Institute of Motor Industries
Chennai01.1988
Diploma - Automobile Engineering
W.B Board of Engineering Technical Education
01.1984
Skills
Problem-solving
Certification
TBEM Assessment, Mumbai
Timeline
TBEM Assessment, Mumbai
01-2023
Simba Award for Level 2, Training content designing for Africa
02-2022
Capability Enhancement Manager (Africa)
Tata International Limited, Mumbai Corporate Office
07.2019 - 07.2024
After Sales Manager
Tata Nigeria
07.2017 - 06.2019
Business Excellence Leadership, Johannesburg
02-2014
After Sales Manager
Tata Ghana
09.2012 - 07.2017
Service Head (Tata–Passenger Car Business Unit)
PHC Motors Ltd., Ghana (West Africa)
05.2006 - 09.2012
Assistant Workshop Manager / (In-house Trainer)
Lexus Motors Ltd., Kolkata
08.2003 - 04.2006
Senior Service Engineer
Usha International Ltd., Kolkata
06.2000 - 08.2003
Sales & Service Engineer
Lucas Indian Service Ltd., Kolkata
07.1992 - 05.2000
Consultant
Rangeview Automobiles (Tata Motors – Passenger Car)
Diploma - Automotive Engineering
The Institute of Motor Industries
Diploma - Automobile Engineering
W.B Board of Engineering Technical Education
AMIAE -
The Institute of Automotive Engineering