RAJ KISHORE Ghosh
Kolkata
Summary
Dynamic service leader with a proven track record at PerkinElmer, driving service revenue growth and operational excellence. Expert in client relationship management and team leadership, enhancing customer satisfaction through strategic resource planning and effective problem-solving. Committed to delivering best-in-class support while fostering business development and account penetration.
Overview
26
26
years of professional experience
Work History
Group Leader / Regional Service manager
SPECTRALYTIC SCIENTIFIC INDIA PVT LTD
Kolkata
06.2007 - Current
- Managing East Service Team(Consisting of eight members), Customer Service & Support for Perkin Elmer analytical Instruments with recognized strengths in problem-solving & troubleshooting plan, and implementing regular maintenance schedule in multiple locations in East & North East India. Handling install base (Active IB) of 1800.
- Managed regional service operations, ensuring compliance with company standards to maintain service quality.
- Impact Service Revenue of PerkinElmer by maintaining a high standard, professional image and by demonstrating the added value of customer support, always acting as an ambassador for the Company.
- Planning and executing work in an effective and efficient manner, providing the highest levels of customer service support and the best possible financial performance.
- Build a thorough understanding of customers, their business, the processes, and instruments used in meeting their business goals and ensure that CSEs possess adequate skills and instrument expertise to provide best-in-class service and support.
- In addition to technical development, work with CSEs to develop business skills towards increasing account penetration and overall profitability of service and support calls.
- Coordinated customer service initiatives, directly enhancing client satisfaction levels through targeted engagement.
- Collaborated with cross-functional teams to address technical issues promptly.
- Implemented quality control measures to maintain service excellence standards.(RT/DT/FTF/Utilisation)
- Maintained relationships with key clients for effective communication and support.
- Provided technical support for customers in the field and resolved escalated customer service issues.
- Develop and maintain ongoing communication and strong working relationship with peers to understand and manage resource availability / limitations.
- Interpret warranty and service agreements and ensure that resources are deployed consistently with defined obligations.
- Build relationships with customers with the goal of understanding their business needs and laboratory processes in order to position PerkinElmer's laboratory services products to meet those needs.
- Seek opportunities to expand relationships and grow service revenue by building a stronger presence in key regional accounts, expanding service contract base and providing best-in-class service and support.
- Worked with sales managers and customer care teams to expand penetration of key service products and followed up with customers.
- Facilitated collaboration with management group to develop new business strategies and foster customer advocacy.
- Ensure all anomalies are quickly and effectively reported and resolved.
- Ensure all tools and test equipment are adequate to perform service required, and all test equipment issued is calibrated.
- Analyzed data from customer surveys to improve services provided across the region.
- Coordinated activities between different departments such as sales, marketing, finance.
- Established relationships with key stakeholders such as suppliers, distributors, dealerships.
Sr Customer Support Engineer
Perkin Elmer (IND) Private Limited
Kolkata
06.2004 - 05.2007
- Delivered customer support for PerkinElmer analytical instruments across multiple locations in East and Northeast India, ensuring high levels of customer satisfaction.
- Trained junior staff on customer support protocols and troubleshooting techniques, resulting in higher service quality and faster issue resolution.
- Created and implemented maintenance schedules to ensure optimal performance and reliability of analytical instruments.
- Documented technical solutions in knowledge base for future reference and training purposes.
Customer Support Engineer
Labindia Instruments Private Limited
Kolkata
01.2001 - 05.2004
- Provided technical support for laboratory instruments, resolving customer inquiries and enhancing user satisfaction.
- Collaborated with cross-functional teams to promptly resolve customer issues, improving overall service delivery.
- Conducted product demonstrations for clients, highlighting instrument functionality and driving informed purchasing decisions.
Education
Diploma - Electronics & Telecommunication Engineering
Birla Institute of Technology
West Bengal12-1999
12th -
Barasat Government High School
West Bengal03-1995
10th -
Barasat Government High School
West Bengal03-1993
Skills
- Regional service operations
- Field service operations
- Service delivery
- Operational excellence
- Forecasting and revenue analysis
- Revenue growth
- Service revenue growth
- Account penetration
- Client relationship management
- Contract management
- Resource planning
- Business development
- Team leadership
- Decision-making strategies
- Customer success
Languages
- Bengali
- English
- Hindi
Personal Information
- Passport Number: Z6176505
- Passport Date Of Issue: 01/29/21
- Passport Place Of Issue: Kolkata
- Passport Expiry Date: 01/28/31
- Father's Name: Mr. Mukul Kishore Ghosh
- Date of Birth: 20-12-1976
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Disclaimer
All the above information is correct to the best of my knowledge, and I shall be held responsible for any discrepancies.
Timeline
Group Leader / Regional Service manager
SPECTRALYTIC SCIENTIFIC INDIA PVT LTD
06.2007 - Current
Sr Customer Support Engineer
Perkin Elmer (IND) Private Limited
06.2004 - 05.2007
Customer Support Engineer
Labindia Instruments Private Limited
01.2001 - 05.2004
Diploma - Electronics & Telecommunication Engineering
Birla Institute of Technology
12th -
Barasat Government High School
10th -
Barasat Government High School