TARAK NATH CHATTERJEE
Service Management Professional
Gopalmath,Durgapur, West Bengal
Summary
Results-driven Service Management Professional with 10+ years of experience in construction and earthmoving equipment service operations, technical troubleshooting, team leadership, and customer support. Currently working as Zonal Service Manager (ZSM) managing operations across 4 branches with responsibility for service revenue growth, parts sales, MTTR improvement, CSI monitoring, audit compliance, and technical training. Experienced in hydraulic, mechanical, and electrical diagnostics of Excavators, Backhoe Loaders, Loaders, and Rock Breakers.
Overview
12
12
years of professional experience
1
1
Certificate
4
4
Languages
Work History
Zonal Service Manager (ZSM)
Samal Equip (JCB Authorized Dealer)
11.2025 - Current
- Resolved customer complaints in professional and timely manner.
- Monitoring and improving MTTR (Mean Time to Repair) for enhanced machine uptime.
- Conducting CSI reviews and implementing service improvement actions.
- Performing service audits, report verification, and operational compliance checks.
- Providing technical support and troubleshooting assistance to field service teams.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Analyzed service reports to identify areas of improvement.
- Met with customers to discuss service needs and offer available solutions.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
Service In-charge
Samal Equip(Authorized JCB Dealer)
11.2021 - 11.2025
- Managed customer service operations, and ensured timely service support.
- Generated service revenue, parts business, and lubricant sales.
- Installed, repaired, and maintained excavators, backhoe loaders, loaders, and rock breakers.
- Diagnosed and resolved hydraulic, mechanical, and electrical issues.
- Led and supervised service engineers and technicians.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
Branch In-Charge
Saini Earthmover Pvt. Ltd.
04.2019 - 11.2021
Sr. Heavy Line Engineer
Saini Earthmover Pvt. Ltd.
06.2017 - 04.2019
Field Service Engineer
SRL Earthmoving Solution Pvt. Ltd.
12.2015 - 06.2017
Field Service Engineer
Gourav Earthmoving Equipment Pvt. Ltd.
09.2014 - 11.2015
Education
Higher Secondary - Science
04.2001 -
Final Grade: 64%
Matriculation - General Studies
04.2001 -
Final Grade: 78.12%
Bachelor of Technology - Mechanical Engineering
04.2001 -
GPA/CGPA: 7.52
Skills
Service Operations Management
Team Leadership & Training
Customer Relationship Management
Hydraulic System Troubleshooting
Mechanical & Electrical Diagnostics
MTTR Monitoring & Improvement
CSI Management
Service Revenue Growth
Parts Sales Development
Technical Audit & Compliance
Field Service Support
MS Office & Technical Reporting
JCB Service Master
JCB SAP (DBMS)
Certification
JCB CEV V Skill Test (2nd Runner Up in PAN India)
Timeline
Zonal Service Manager (ZSM) - Samal Equip (JCB Authorized Dealer)
11.2025 - Current
JCB CEV V Skill Test (2nd Runner Up in PAN India)
11-2024
Service In-charge - Samal Equip(Authorized JCB Dealer)
11.2021 - 11.2025
Branch In-Charge - Saini Earthmover Pvt. Ltd.
04.2019 - 11.2021
Sr. Heavy Line Engineer - Saini Earthmover Pvt. Ltd.
06.2017 - 04.2019
Field Service Engineer - SRL Earthmoving Solution Pvt. Ltd.
12.2015 - 06.2017
Field Service Engineer - Gourav Earthmoving Equipment Pvt. Ltd.
09.2014 - 11.2015
Gopalmath High School - Higher Secondary, Science
04.2001 -
Gopalmath High School - Matriculation, General Studies
04.2001 -
West Bengal University of Technology - Bachelor of Technology, Mechanical Engineering
04.2001 -
LANGUAGES
Bengali – Read, Write & Speak
English – Read, Write & Speak
Hindi – Read & Speak
Odia – Speak