Tarun Jha
Regional Service Manager-East Zone
Kolkata
Summary
Dynamic Regional Service Manager with over 17 years of experience in operations management and customer relationship management. Recognized for championing process improvements that reduce turnaround times and enhance service quality, leading to increased revenue and customer satisfaction.
Overview
2027
2027
years of professional experience
3
3
Languages
Work History
Regional Service Manager
JCB India Ltd
Kolkata
07.2016 - Current
- Collaborated with sales teams to identify upsell opportunities, contributing to increased revenue generation within the region.
- Monitoring and ensuring that channel partners are equipped with the necessary resources, systems, and infrastructures to meet the expectations of customers.
- Championed process improvements that resulted in decreased turnaround times for service requests while maintaining quality standards.
- Fostered a positive work environment by promoting teamwork and open communication among team members, leading to increased morale and reduced attrition.
- Tracking response time, restoration time, first-time fix, and customer satisfaction index as parameters to measure existing levels of service performance and ensure they are continuously improved upon.
- Enhancing customer satisfaction metrics through on-time delivery of spare parts, monitoring customer complaints, and warranty issues.
- Charting out a service strategy on a yearly basis to upgrade in line with the company's vision and the changing needs and expectations of customers.
- Assessing dealerships' performance at a national level based on service and parts performance indicators.
- Formulating work direction and plan for the team after thorough assessment of their capabilities, for overall optimal performance.
- Anticipating bottlenecks, providing escalation management, anticipating and making trade-offs, and balancing the business needs versus technical constraints.
- Organizing competence development for dealers' service staff, discussing current work issues, and devising solutions for enhanced operations; designing and monitoring KPIs to match individuals with organizational goals.
Regional Field Service Manager
Doosan Infracore
2013 - 2016
- Improved customer satisfaction rates with timely resolutions to technical problems and consistent communication.
- Led a team of three service managers in field activities.
- Established strong relationships with clients by conducting regular site visits and addressing any concerns promptly.
- Facilitated direct sales of excavators and cultivated market growth across West Bengal and Jharkhand.
- Developing and implementing effective marketing strategies to boost sales, services, and products of the company.
- Reduced response times for customer issues by prioritizing tasks and deploying field service teams effectively.
- Coordinated cross-functional efforts to troubleshoot complex technical issues, ensuring prompt resolution of customer complaints.
- Managed a team of field service professionals, promoting teamwork and collaboration for optimal results.
- Collaborated with product development teams to provide valuable input on real-world usage scenarios, facilitating improvements in future products or updates.
- Maintained high safety standards within the team by enforcing company policies and ensuring proper equipment usage at all times.
- Increased equipment uptime by establishing preventive maintenance schedules and monitoring their adherence.
- Developed training programs for field service technicians, leading to increased skill sets and higher job performance.
- Spearheaded process improvement initiatives to reduce service costs.
- Reduced customer complaints and improved satisfaction rates through proactive problem resolution and clear communication.
- Developed regional service team''s skills by conducting regular training sessions, fostering a culture of continuous improvement.
Area Service Manager
Kobelco Construction Equipments India
2009 - 2013
- Coordinating with existing and future clients of excavators for better customer touch and good business prospects.
- Facilitated direct sales and market development initiatives for Kobelco excavators in Chhattisgarh.
- Formulating and executing certain marketing strategies to promote sales, services, and products of the company.
- Ensuring balanced objectives of the company and its business for maximum customer satisfaction.
- Participating in promotional activities like Road Show, SAMPARK, Customer and Financier Meet, and Advertisements.
- Delivering swift and effective after-sales service to customers through channel partners.
- Driving sales of spare parts and yearly maintenance contracts, as well as Sampark.
- Offering technical assistance to dealer personnel and refreshing TSG for dealer service engineers.
- Organizing warranty and non-warranty parts for machines, and then evaluating and replenishing them efficiently.
- Offering training on service and spares management, and aiding backend teams in inventory coordination, parts stocking, etc.
- Overseeing warranty and service support for customers, in alignment with company policy.
- Confirming warranty execution follows policy, and all defective parts are forwarded to the head office as scheduled.
Graduate Trainee
Avian Overseas Pvt. LTD
05.2009 - 12.2009
- Contributed to workshops involving Volvo tip trailers to understand their operational functions.
- Built strong relationships with team members and supervisors, fostering a positive work environment.
- Developed practical skills by assisting experienced professionals in diverse tasks, gaining hands-on experience.
- Observed experienced professionals in action, gaining valuable insights into best practices within the field.
- Learned proper and safe use and maintenance of power tools, hand tools and safety equipment.
- Worked under guidance of experienced professionals to learn trade best practices and techniques.
- Enhanced practical skills by assisting experienced professionals in various tasks.
- Executed assigned tasks accurately and efficiently, playing a key role in the successful completion of projects.
Education
Bachelor of Engineering - Mechanical Engineering
St Vincent Palloti College of Engineering And Technology
Nagpur, India 04.2001 -
Higher Secondary - Physic, Chemistry And Mathematics
Rishra Vidyapith
Rishra, India 04.2001 -
Madhyamik Examination -
Rishra Vani Bharati
Rishra, India 04.2001 -
Skills
- Operations management
- Direct Sales
- Revenue opportunities
- Service optimization
- Heavy equipment support
- Workforce planning
- Problem-solving aptitude
- Analytical thinking
- Customer management
- Coaching and mentoring
- Teamwork and collaboration
- Excellent communication
Timeline
Regional Service Manager
JCB India Ltd
07.2016 - Current
Graduate Trainee
Avian Overseas Pvt. LTD
05.2009 - 12.2009
Bachelor of Engineering - Mechanical Engineering
St Vincent Palloti College of Engineering And Technology
04.2001 -
Higher Secondary - Physic, Chemistry And Mathematics
Rishra Vidyapith
04.2001 -
Madhyamik Examination -
Rishra Vani Bharati
04.2001 -
Regional Field Service Manager
Doosan Infracore
2013 - 2016
Area Service Manager
Kobelco Construction Equipments India
2009 - 2013