Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
Generic

Sumit Ray

Pimpri

Summary

23 years + experience in Customer Care - field and plant operations. 20 years in TATA Motors Limited and 3 Years in TIL Limited Team handling and leadership Channel Partner Management for aftersales operations Spare parts business planning Product support for field service team – failure analysis and corrective action planning at production side as well as restoration of field vehicles, Retro fitment activity Preparedness for new product introduction and launching Customer handling, customer interaction and engagement CSI enhancement Manpower development, skill enhancement and training program arrangement Audit function – financial and administrative control over channel partners

Overview

23
23
years of professional experience

Work History

DGM - Technical Support, Customer Care, International Business, Commercial Vehicles Business Unit

TATA Motors Ltd.
01.2024 - Current
  • Product support for ILCV, Pickup, Bus and Ultra range for entire IB business – for vehicles produced in Pune, Lucknow, Dharwad, ACGL and Marcopolo plant
  • Handling product complaints, failure analysis and corrective action planning for plant and field vehicles, publishing ICG / ICM on product development
  • Initiation and release of RETRO fitment activities for field vehicles
  • Target to reduce IPTV and EPV
  • Provisioning warranty budget – model wise and country wise inline with international business terms
  • Preparedness for new product introduction – DMU review, DFS approval, SAM activity, performance trial of new models, SIB preparation, PDSR deliverables clearance, preparation of service circular and NPI list, ensuring completion of parts catalogue, operator service book, workshop manual, tools and diagnostic software
  • Skill enhancement & training arrangement for field team
  • Publishing service circulars and internal communications about new product and modifications

Area Manager Customer Care

TATA Motors Ltd.
11.2022 - 01.2024
  • Managing channel partners in Bangladesh for after sales operations
  • Revenue generation from Spare parts, Prolife and Allied Business
  • Service and spare parts penetration analysis
  • Promotion of value added services - Tata Alert, Tata Zippy, Tata Shield, CIMS and Express service
  • Customer interaction for resolving product issues and ensuring strong bonding with customers; also to update them about new initiatives.
  • Organizing customer engagement programs and promotional activities like campaign, customer meet etc.
  • Network augmentation to cover up low penetration areas
  • DSI and CSI score analysis and preparing action plan for areas where scope of improvement is visible
  • Interaction with sales and marketing team for technical assistance
  • Skill development for workforce of channel partner

Product Support Manager

TATA Motors Ltd.
05.2017 - 11.2022
  • Product support for Medium and Heavy commercial vehicles produced in Jamshedpur plant
  • Handling product complaints, failure analysis and corrective action planning for plant and field vehicles, publishing ICG / ICM on product development
  • Initiation of RETRO fitment activities for field vehicles
  • Preparedness for new product introduction – DMU review, DFS approval, SAM activity, performance trial of new models, SIB preparation, PDSR deliverables clearance, preparation of service circular and NPI list, ensuring completion of parts catalogue, operator service book, workshop manual, tools and diagnostic software and skill enhancement & training before product launch
  • Warranty failed part management and disposal – interaction with supplier for root cause analysis
  • Value engineering and benchmarking activities w.r.t. competition vehicles

Area Service Manager

TATA Motors Ltd.
05.2014 - 05.2017
  • Leadership and Team Building with average 7 people directly reporting to myself
  • Identifying team potential, job allocation and monitoring, target setting, performance review and evaluation, development planning, final appraisal
  • Channel partner management for after sales operations – ensuring process, system and policy adherence
  • Warranty and FSB claims administration and management; reviewing job card and spare parts performance
  • Workshop infrastructure development and safety adherence aiming zero incident; technical and commercial support to channel partner
  • Channel partner manpower development - training arrangement for skill / capability enhancement
  • Expansion of after sales service network
  • Customer interaction and engagement programs – resolution of critical issues and relationship building
  • Monitoring Time and Cost conformance and ensuring maximum same day delivery of vehicles reporting to workshops everyday
  • Monitoring CSI and PSF feedback and action planning
  • Product issues and product performance monitoring
  • Technical support to sales and marketing team for key account customers and bulk sales deals
  • Audit functions - Warranty audit, FSB audit, Infrastructure and manpower audit etc.

Customer Support Manager

TATA Motors Ltd.
09.2005 - 05.2010
  • Joined TATA Motors in Sep'05, handled Patna and Jamshedpur area as Customer Support Manager till May’10, thereafter promoted to Area Service manager
  • As Area Service Manager handled Jharkhand state from May’10 to May’14 and Madhya Pradesh state from May'14 - May'17

Customer Support Engineer

TIL Limited
07.2002 - 08.2005
  • Joined as Management Trainee from University campus and designated to Customer Support Engineer after confirmation
  • Installing and commissioning of CATERPILLAR diesel generator sets from 3300 series to 3500 series as well as attending their preventive and breakdown maintenance services
  • Overhauling of CATERPILLAR DG sets engines
  • Rental operation of CATERPILLAR DG sets – order generation, commissioning, monthly billing and payment collection including logistics function

Education

B.E. - Mechanical Engineering

Jadavpur University
01.2002

Skills

  • Leadership and team building
  • Analytical skill
  • Communication skill
  • Conflict management and decision making
  • Technical understanding and product knowledge
  • MS Office (Excel, Power Point, Word)
  • MS Outlook
  • SAP 460
  • SAP 500 client
  • Business Analytics – CRM/DMS
  • DBS
  • Data analysis

Languages

English
Hindi
Bengali

Personal Information

Date of Birth: 06/20/78

Timeline

DGM - Technical Support, Customer Care, International Business, Commercial Vehicles Business Unit

TATA Motors Ltd.
01.2024 - Current

Area Manager Customer Care

TATA Motors Ltd.
11.2022 - 01.2024

Product Support Manager

TATA Motors Ltd.
05.2017 - 11.2022

Area Service Manager

TATA Motors Ltd.
05.2014 - 05.2017

Customer Support Manager

TATA Motors Ltd.
09.2005 - 05.2010

Customer Support Engineer

TIL Limited
07.2002 - 08.2005

B.E. - Mechanical Engineering

Jadavpur University
Sumit Ray