Roles and Responsibilities in MAHINDRA & MAHINDRA Limited (CE Division) New Dealer Appointment. Successfully appointed new Dealer in Siliguri and Durgapur. New Dealer Audit in terms of readiness to start the operation. Dealer Audit in respect of Customer Care on adherence of system and process. Quality Manpower recruitment for dealerships. Training of service, parts and back office persons on product and system, process. Guide the Service Mechanics in technical problem solving and de-bottlenecking at the dealerships. Provide a single window between the area office and the other departments of the company on all service matters. Provide feedback on competition new service schemes launched to the head of service and the Zonal sales managers. Interface with the HO Customer Care cell and the manufacturing cell at the Plant for speedy resolution of service issues at the area office like pending warranty claims, chronic problems, Retro Fitments, Repeat problems in product etc.  Product training of the dealer, workshop manager & service mechanics Skilled and experienced in conducting demonstrations, Road Shows and Product Launches. Advise and coordinate with the Dealer Spare parts department for the set up of adequate stock and localization of spare parts as per company norm. Ensure Customer satisfaction & enhance CSI of setups Proper deployment of service processes across the network Ensure spare parts off take and facilitate achievement of sales targets for parts. Undertake activities like customers meet, operators meet, Demo programme, back to back test with competitor machines to boost customer satisfaction and increase in sales. Handle any customer complaints/ issues received and ensure their early resolution by coordinating with the relevant parties. Controlling MTTR and improving in CSI by daily analysis on open calls and negative feedback analysis from customer end.

Roles and Responsibilities in TILInstallation & Commissioning Installation & commissioning of equipments such as HM Loaders, CAT Excavators, Dozer, Motor Grader, Backhoe Loader, Soil compactors, Double drum utility compactors and also CAT Industrial Electronics Diesel engines to ensure continual operational effectiveness of plant & utilities. Modifications in the existing set up to remove the bottlenecks & increase the productivity of the machines.Operations & Maintenance Managing preventive and predictive maintenance schedules of equipment to minimize stoppages in critical production areas; ensuring condition monitoring of various equipments & engines. Identifying areas of obstruction/breakdowns and taking steps to rectify the equipments & engines through application of trouble shooting tools. Executing cost saving techniques/ measures and modifications to achieve substantial reduction in Operation expenditures and work within the budget.Technical Support  Exploring potential business avenues, developing new accounts and meeting pre-set revenue, collection & profitability targets. Generating parts and service revenues to achieve the preset targets with the help of excellent team work.Warranty Management Taking decision related to critical warranty issues. Failed parts management. Timely submission of claim with all required documents to central warranty department.Planning  Weekly planning for customer visit of each service engineer and review. Planning to achieve Business Targets. Planning to sale Service through AMC and Parts through Parts Rate Contract, Regular machine inspection etc. Working to maximize the Dealer Customer Acceptance Level (DCAL) with help of Parts Tracking Opportunity System (PTOS). Customer Relationship Management (CRM) Service Engineers daily activity tracking through FSM (Field Service Management) system.