Your Name
Howrah
Summary
Goal-oriented professional offering 20 years of rich experience in Construction Equipment Segment in all aspects of After Sales Customer Service, Team Building & Grooming, Technical Training, Dealer Handling & Business Operations Management, Channel Development & Network Expansion, Dealer Inventory Management, Process & System Excellence, Customer Relationship Management. Key Account Management, Strategy & Decision Making, Company & Dealer Profitability, Product or Machine Sales with Collaborative, Agile and Bold approach. Currently working with Mahindra & Mahindra Limited, Construction Equipment Division as Zonal Service Manager for East Zone of India & posted at Kolkata.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Zonal Customer Care Manager
Mahindra Construction Equipment
Kolkata
08.2020 - Current
- Heading After Sales Service Operation or Customer Care Operation of East Zone of India comprises 12 states West Bengal, Sikkim, Odisha, Bihar, Jharkhand and 7 states of Northeast (Assam, Arunachal, Meghalaya, Mizoram, Nagaland, Manipur and Tripura).
- Managing and Developing a Team of 6 Customer Care Managers - CCMs & 01 Regional Trainer and 17 Channel Partners.
- Responsible for (a) Parts Billing Target Achievement, (b) Breakdowns minimize, controlling MTTR less than 36 hours, (c) Network Expansion, (d) Maintain Quantity and Quality Manpower (MMR) in dealership and develop technical capability by continuous training, (e) Achieve Machine Sales Volume for Zone, (f) Achieve CaPS (Customer as promoter score) target for zone & reduce no. of Detractor customers.
- Setting up SMART Goals Weekly and Monthly for channel partners, state and CCM wise. Creating PPPFF (People, Parts, Process, Fund and Facilities) formula to improve Channel Business.
- Create strategy to achieve zonal target and Roll out Schemes to motivate team to achieve their monthly target.
- Weekly monitoring of KRAs with excel trackers and weekly review with team on progress and decide strategical changes if needed to achieve goals.
- Hourly monitoring on breakdown cases to reduce downtime.
- Dealer Inventory Management - Analysis dealer inventory on ABC and XYZ analysis and help dealer to roll out schemes for liquidating dead stock.
- Schemes and BTL activity formulization to increase Retail sale of Spares from dealer to customers which ultimately increase the Spares Billing.
- Strategic planning for new Network and implementation for Expansion with Business proposal and 3 years P&L, scouting of new dealer to Interview, LOI to LOA involved in each step for smooth execution.
Regional Service Manager
Mahindra Construction Equipment
Kolkata
08.2017 - 07.2020
- Parts and Lubes Retail Target achievement for East Zone.
- Warranty and cost monitoring and reduction.
- MTTR for Breakdown reduce up to 48 hours.
- STR - Service Technician Reference sale enquiry generation to increase the machine sales volume through service.
- Dealer Profitability by measuring SAR - Service Absorption Ratio.
- Network Expansion - Build up alternate channel by giving Saathi and Saathi+ a new concept.
- Competition data analysis and review.
- Mobile Training VAN utilization plan with limited expenses.
- Capability development of dealer manpower through extensive training Sale.
Customer Care Manager
Mahindra Construction Equipment
Kolkata
07.2011 - 07.2017
- Parts and Lubes Retail Target achievement for State.
- Dealer handling, responsible for after sales service.
- Attending critical machine problem and troubleshooting.
- Guiding dealer team on troubleshooting.
- Arranging and providing technical training to dealer team.
- Generating new leads from service to increase machine sale.
Asst. Manager Product Support
Tractors India Ltd.
Kolkata
04.2008 - 06.2011
- Company Overview: TIL Limited a dealer of Caterpillar Inc. for North and East
- Successfully managed installation & commissioning, Troubleshooting, break down repair of several Equipments like HM & CAT Loaders, CAT Excavators, Dozer, Motor Grader, Backhoe Loader, Soil Compactors, Double Drum Utility Compactors and CAT Industrial Electronics Diesel Engines to ensure continual operational effectiveness of plant & utilities.
- Mentored team members in troubleshoot problems pertaining to heavy earth moving equipment, engines & implemented services plans / policies ensuring accomplishment of business goals.
- Identified potential business avenues, developed new accounts and achieved preset revenue, collection & profitability targets.
- Administered & resolved warranty related issues and claims in West Bengal & Sikkim territory.
- Interfaced with dealers to maximize the Dealer Customer Acceptance Level (DCAL) through Parts Tracking Opportunity System (PTOS).
- Responsible for achieving Spares and Lubes Target achievement.
- Responsible for CSI, CaPS and MTTR target achievement for WB and Sikkim.
- TIL Limited a dealer of Caterpillar Inc. for North and East
Service Engineer
Tractors India Ltd.
Ranchi
12.2004 - 03.2008
- Joined TIL in Dec'04 as Trainee engineer, Posted at Ranchi then Patna.
- Responsible for machine uptime of BHL, Loaders, Graders and HEX.
- Promoted to Asst. Service Manager in April'08.
Education
Diploma - Mechanical Engineering
Central Calcutta Polytechnic
07.2004
10+2 -
Kedarnath Institution
06.2000
10th -
New Andul Higher Secondary School
06.1998
Skills
- Leadership
- Decision Making
- Setting SMART Goals
- Strategic Planning
- Risk Assessment
- Budgeting
- Cost Control
- Delegation
- Empowerment
- Accountability
- Review Excellence
- Execution Excellence
- Team Building
- Collaboration
- Engagement
- Data Based Advocacy
- Solution Mode
- Technical Knowledge
- Construction Equipment
- Motor Grader
- BHL
- Loader
- Excavator
- Electronic Engines BSIV
- Electronic Engines V
- Dozer
- Compactor
- Circuit Reading
- Troubleshooting
- Microsoft Excel
- Data Analysis
- Excel
- PowerPoint
- Communication
- Emotional Intelligence
- Positive Attitude
- Good Listener
- Quick Learner
- Adaptability
- Resilience
- Integrity
- Trust
- Transparency
- Clarity
- Logical
- Analytical
- Agility
- Boldness
Certification
- Caterpillar Asia Pacific Certified Product Support Sales Representative
- Technical Capability Development Program (TCDP) Level II
Accomplishments
- FY24 Best Zone Award both in Sales and Service
- Q2 and Q4 F25 received 2 times STAR performance award in Service for East Zone from Business Head
- F25 Spares Billing YOY Growth 15% which is highest in country
- F25 CaPS score 88% which is highest in Country
- F25 Repeat sale 35% which is highest in country
- Achieved MCARES score 4.48 in F25, MCE score 4.38 and AFS score 4.31
- Achieved 6 Excellence Award from National Head from F20 to F25
- Created leaders from my team
- Successful launch of BSIV machines with preparedness of dealers on FY21
International Assignment
2015-2016, Received assignment to start operation in Nepal, Started operation of Dugar Motor at Birgunj and Kathmandu., Sold 35 machines in F15 and 78 machines in F16 in Nepal., Opened branches throughout Nepal from East to West., Got assignment for Bhutan, Bangladesh, Tunisia and Kenia to activate dealers and trained the dealers on sales, service and parts., All dealers of Nepal, Bhutan, Bangladesh, Tunisia and Kenia successfully started contributing a good no. on machines sales and parts billing., Aug'17 onward taking charge of Zonal service for East zone., Successful completion of International Assignment, activating 05 nos. 3S dealers in 5 countries, also taking care of WB and NE., Promoted on F13 and F17., Received 11 nos. Award F11 to F16., Increase in Customer Retention from 58% to 67% F14 and further improved up to 78% F16., Won Mahindra Rise Award Level - 2 in F13 for Accepting No Limits in Service., Mahindra Excellator Award in 2014-15.
Languages
C1 Advanced, C2 Proficient, C2 Proficient
Personal Information
- Father's Name: Late Sudhanshu Shaker Ghosh
- Number of Children: 2
- Date of Birth: 02/03/82
- Marital Status: Married
Timeline
Zonal Customer Care Manager
Mahindra Construction Equipment
08.2020 - Current
Regional Service Manager
Mahindra Construction Equipment
08.2017 - 07.2020
Customer Care Manager
Mahindra Construction Equipment
07.2011 - 07.2017
Asst. Manager Product Support
Tractors India Ltd.
04.2008 - 06.2011
Service Engineer
Tractors India Ltd.
12.2004 - 03.2008
Diploma - Mechanical Engineering
Central Calcutta Polytechnic
10+2 -
Kedarnath Institution
10th -
New Andul Higher Secondary School