Sandip Ghosh
Zonal Service Manager Construction Equipment
Howrah,WB
Summary
Results-driven professional with 20 years of extensive experience in the construction equipment segment. Specializing in after sales customer service, team building, technical training, dealer handling, business operations management, channel development, and network expansion. Proven expertise in dealer inventory management, process and system excellence, and customer relationship management. Skilled in key account management, strategy and decision making, company and dealer profitability, and product or machine sales. Currently excelling as the Zonal Service Manager for Mahindra & Mahindra Limited's Construction Equipment Division in the East Zone of India based in Kolkata.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Zonal Manager Customer Care (ZCCM)
Mahindra Construction Equipment
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 (Customers 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.
- Machines Sales Volume - To increase the volume personally involved with ZH and BDMs. Involved CCMs in sales for technically convince customer and increase in repeat sale by giving delightful service to existing customers. 35% repeat sale achieved in F25 in East which is highest in country.
- Calling 100% of existing customers through dealer CRM and monitor report
- BSV Range launch and readiness at all dealerships.
- Competition data and product feedback on BSV range
- Roles & Responsibilities
Regional Service Manager (RSM)
Mahindra & Mahindra Limited
08.2017 - 07.2020
- Parts and Lubes Billing 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
- Roles & Responsibilities
Customer Care Manager CCM
Mahindra Construction Equipment
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.
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.
- Roles & Responsibilities
Service Engineer
Tractors India Ltd.
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
Kolkata04.2009
10+2 - undefined
Kedarnath Institution
Howrah06.2007
10th - undefined
New Andul Higher Secondary School
Howrah06.1999
Skills
- Leadership and decision-making skills
- Setting SMART Goals
- Strategic Planning
- Risk Assessment
- Budgeting and Cost Control
- Delegation and Empowerment
- Accountability
- Review & Execution Excellence
- Team Building, Collaboration & Engagement
- Data Based Advocacy in Solution Mode
- Technical Skills
- Technical Knowledge on Construction Equipment
- Hand on Experience in Motor Grader, BHL, Loader, Excavator, Electronic Engines BSIV and V, Dozer, Compactor
- Circuit reading and troubleshooting
- Guide team on Tech troubleshooting
- Microsoft Excel for Data Analysis and review
- Excel and Power point for presentation
- Interpersonal Skills
- Communication
- Emotional Intelligence
- Positive Attitude
- Good listener
- Quick Learner
- and Resilience
- Integrity and Trust
- Transparency & Clarity
- Logical and Analytical
- Collaborative, Agile and Bold
- Operations management
- Leadership and decision-making skills
- Leadership and decision-making skills
- Leadership and decision-making skills
- Abilities
- Multitasking Abilities
- Problem-solving aptitude
- Verbal and written communication
- Sales operations
- Interpersonal relations
- MS office
- Customer relationship management
- Analytical thinking
- Performance management
Certification
- Caterpillar Asia Pacific Certified Product Support Sales Representative
- Technical Capability Development Program (TCDP) Level II
Languages
English: C1 Advanced
Hindi: C2 Proficient
Bengali: C2 Proficient
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
- Best Zone Service Award FY17 and FY18
Training
- Technical Training on CAT Excavator, Wheel Loader, Backhoe Loader, Electronics Engine, Motor Grader, Dump trucks and Compactors at Nagpur, Kolkata, Chennai, Bengaluru etc.
- Dale Carnegie soft skill training on Presentation skills and Customer Service
- Microsoft Excel mid-level training by Mahindra
- Soft skill training on managerial skill, leadership skill, Emotional Intelligence
- Technical training on Huso Valves, Lucas starter and Alternator, Rexroth and Parker Pump
- Technical training by MCE on Grader and BHL
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.
Timeline
Zonal Manager Customer Care (ZCCM)
Mahindra Construction Equipment
08.2020 - Current
Regional Service Manager (RSM)
Mahindra & Mahindra Limited
08.2017 - 07.2020
Customer Care Manager CCM
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 - undefined
Kedarnath Institution
10th - undefined
New Andul Higher Secondary School
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