Suman Kumar
Head - Technical Solutions & Services
Bengaluru
Summary
Dynamic leader with extensive experience at Stanley Black & Decker, driving revenue growth and enhancing customer lifetime value. Expert in strategic planning and channel management, I excel in building resilient teams and fostering long-term partnerships. Proven track record in achieving P&L targets and implementing digital solutions to optimize service operations.
Overview
23
23
years of professional experience
6
6
Languages
Work History
Head Technical Solutions & Services
Stanley Black & Decker, Inc.
04.2025 - Current
- Leading Technical Sales Business Unit of India Region, including (Sri Lanka, Bangladesh, Nepal, Bhutan & Maldives).
- Responsibility includes Revenue Growth, Customer Lifetime Value, Sales Conversion Rate, Churn Rate, Win Rate, Average Deal Size of large business accounts.
- Responsible for Key accounts ARC's, PSU's business through GEM portal.
- Strong leader with good interpersonal skills, relationship & team building skills, Able to relate with people at all levels.
- Professional in the Power Tool industry with wide exposure to Technical knowledge and Channel management.
- Expert in handling niche business / premium segment products.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Senior Manager - Service Operations
Stanley Black & Decker, Inc.
07.2019 - 03.2025
- Lead Service function of the organization in India, Bangladesh, Maldives, Nepal, Bhutan & Sri Lanka. Reporting to Managing Director.
- Responsible for P&L targets of the vertical.
- Digital enablement of service vertical such as CRM implementation, Digital communication, Data analytics.
- Enabling sales via service programs such as express service to select category, service promise, fixed AMC plans for end users.
- Managing warranty cost within budget, identifying potential issues well in advance and resolving the quality issues.
- Building a resilient team which is more responsive towards customers, creating a culture within team which is highly customer obsessed.
- Spare parts management, forecasting to ensure availability. Special drives on spares availability by aggressive trade schemes in channel, cross promotion with other SBU.
- Service marketing focus on driving genuine spares usage, promotions, service warranty which emphasis on genuine spares usage.
- Introduced VAS focused on customer needs such as pickup / drop facility for tradesman, mobile service facility for industrial users, doorstep service for DIY users.
- Thinking through the customer journey! Trying to create positive touchpoints in every possible manner.
- Provided strong leadership to enhance team productivity and morale.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
Senior Manger - Sales & Marketing
Hikoki Power Tools India Pvt Ltd.
06.2013 - 06.2019
- Lead Metabo Power Tools (subsidiary of Koki Holdings Ltd – Japan) vertical of the organization in India, Bangladesh, Nepal, Bhutan & Sri Lanka. Reported to Executive Director.
- Responsible for Top line & Bottom-line targets of the vertical, budgeting product volume, marketing budget, sales budget and employee budget.
- Responsible for framing Marketing policy, Pricing and Schemes.
- Lead the team to achieve the target, conducting periodical reviews, motivating them with innovative ideas and new strategies.
- Driving the team to conduct various marketing activities like seminars, campaigns and exhibitions.
- Product management (identifying potential new products, managing existing product cycle, phasing out stressed products).
- Inventory management (managing PSI with quick turnaround time).
- Channel management (managing domestic dealers & overseas distributors).
- After sales & service management, special theme-based campaigns to end users.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
Branch Manager
KPT Sales & Services India Ltd.
02.2011 - 05.2013
- Responsible for Tamilnadu & Kerala Branch office Administration
- Responsible for achieving sales target (product group wise & value wise)
- Setting target to dealers & ensure the set targets are achieved
- Responsible for receivables, network expansion & sales promotional activities
- MIS Report for the State & Monitoring competitor's activities
- Monitoring sales & service force on day to day basis
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
Senior Engineer - Service
Bosch Ltd.
04.2002 - 01.2011
- Responsible for all aspects of sales of Spare Parts for part of Western Region and achieve sales targets (103 million INR for 2010) by leading a team of 6 persons, 3 each based at Ahmedabad & Jaipur.
- Interact closely with the Key customers, focusing special attention on potential areas for a product maximizing business and profitability.
- To ensure & provide technical assistance to customers in specification of BOSCH Power Tools.
- To develop good and effective contacts with Projects / contractors for furthering company's business interest.
- To establish and maintain good rapport with Dealers & ASC to gain higher sales.
- To establish and maintain good rapport with Key customers/accounts.
- To Ascertain warranty cost & report to the management on failure analysis.
- To conduct regular audits with ASC's & implement necessary upgrades.
Education
BBA -
Anna University
Chennai, India 04.2001 -
DME - Diploma in Mechanical Engineering
SRM University
Chennai 06.1996 - 04.1999
Skills
Business development for key accounts
Channel Management
Budget Management & Cost Controls
Operations management
Strategic Planning
Pricing & Margin Control
Customer Life Cycle Management
Product positioning and promotion
Business development for key accounts
Timeline
Head Technical Solutions & Services
Stanley Black & Decker, Inc.
04.2025 - Current
Senior Manager - Service Operations
Stanley Black & Decker, Inc.
07.2019 - 03.2025
Senior Manger - Sales & Marketing
Hikoki Power Tools India Pvt Ltd.
06.2013 - 06.2019
Branch Manager
KPT Sales & Services India Ltd.
02.2011 - 05.2013
Senior Engineer - Service
Bosch Ltd.
04.2002 - 01.2011
BBA -
Anna University
04.2001 -
DME - Diploma in Mechanical Engineering
SRM University
06.1996 - 04.1999
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