Lead Customer Service Manager – Gas Portfolio
GE Power Services – South Asia
مجموع سنوات الخبرة :13 years, 7 أشهر
Role Summary -
• Deliver quarterly numbers in terms of external and internal order booking, Margins and cash flow
• Negotiate extra change orders creating win-win for the customer and GE South Asia Gas Portfolio
• P&L for delivery of TDI/CM&U Projects for GE technology GTs and Spare parts business (GE’s regional aftermarket JV - BGGTS)
• Own and drive project schedule, kick-off & closure, service billing, project margin, issuance of service/supply dispatch orders, provide Project leadership; manage and facilitate Cross-Functional Teams to ensure on time delivery, contract deliverable fulfilment
• Identify, manage project risks throughout the project lifecycle; participating in process initiatives and project reviews to drive risk mitigation, learn best practices/ lessons, and execute project to achieve excellence
• Build strong long-term business relationships with GE South Asia regional customers
• Regional Leader for Sales & Operation Planning Process, a long term demand planning rigor across multiple product lines of GE - Power
Products & Services -
GT Spare Parts, Refurbishment, aftermarket/post warranty sales; TDI and CM&U Projects for GE tech GTs.
Major Clients -
Power Utilities - Bangladesh Power Development Board (TDI Bhola a/c Chengda, China; TDI Shahjibazar a/c Guangdong Power, China; TDI Ghorashal4 a/c Guangdong Power, China; TDI Siddhirganj a/c Isolux, Spain//Samsung PT, South Korea), SUMMIT Power (TDI Bibiyana2 a/c NEPC, China; TDI Meghnaghat a/c CNEEC, China), Kushiara Power/Max Power (TDI Fenchuganj), Gama/Luna (TDI India a/c Luna Infra), Beta Infratech (TDI India a/c Soma Enterprise), Sravanthi Energy (TDI India a/c Sravanthi Infra), Pioneer Gas Power (TDI India a/c Tata Projects), Panduranga Energy (TDI India), Karnataka Power Corp. Ltd. (TDI Yelahanka, India a/c BHEL) ||Petroleum Refinery - Reliance Industries Ltd. (TDI and CM&U Jamnagar, India)
Highlights -
• 2Q17 > Awarded for delivering results in uncertain world for closing extra change order of x $m
• CY16 > 6 GTs commissioned in India + 3 GTs in Bangladesh > xx m$ Revenue + Reliance’s appreciation for TDI commissioning of new GTs
• Execution of Syngas Retrofit CM&U Projects at Reliance Jamnagar > x $m Revenue CY16
• x+ m$ cash collected in CY16, quarterly cash flow maintained for CY16
• Successful closure of Project Punchlist of Bhola and Shahjibazar TDI Project in 3QCY17
• Successful negotiation of Extra Works claims of Bibiyana2 and Bhola TDI Projects > Impact of x $m
• Multiple other executions in OTPC Tripura, GSECL Pipavav etc.
Role Summary -
Formulate and implement market strategy; Identify Business opportunity and growth plans; Meet Business Objectives in terms of Orders, Sales, Profitability, Collection, Commercial exploitation and Promotion of New-Technology; Support Customers with Maintenance Planning, Planned and Unplanned Outages, Ordering, Quality, Fulfilment and On-time delivery; Contribute in Techno-Commercial Specification, CMU Projects, Proposal, Pricing Strategy; Carry out Negotiations, Techno - Commercial Discussions, Contract Closure, Customer Satisfaction Surveys; Track and Report Competitor activities, plan mitigation; Represent the Company as single point of contact in the territory of West Bengal, Assam, Tripura, Odisha and Bihar (India), Bangladesh
Products & Services -
Gas Turbine Parts, Refurbishment Services, Inspection Services, Controls and Mechanical Upgrades (CMU), Training Services, Multiyear Maintenance Programs for GE technology heavy duty Gas Turbines
Major Clients -
• Power Utilities - North Eastern Electric Power Corporation Limited (Agartala, Tripura and Kathalguri, Assam Power Plants); Tripura State Electricity Corporation Limited (Rokhia, Tripura and Baramura, Tripura Power Plants) & Assam Power Generation Corporation Limited, Bangladesh Power Development Board
• Gas Separation Units - Gas Authority of India Limited (Lakwa, Assam LPG Separation Plant)
• Petroleum Refineries - Indian Oil Corporation (Barauni, Haldia, Digboi and Bongaigaon Refineries), Numaligarh Refinery Limited (a subsidiary of Bharat Petroleum Corporation Limited)
• Fertilizer Producers - Brahmaputra Valley Fertilizer Corporation Limited
• Petrochemical Producers - Haldia Petrochemicals Limited
Highlights -
• Closed profitable orders & consistently sold value added High Margin Intensive products and services in the assigned territory. In 2014 achieved 128% (105% in 2013) of the budgeted order book.
• Won many first timers > Mk VIe (GE make Gas Turbine Control System) orders, Fuel Conversion Study, Gas Turbine Performance Evaluation Study, Multi Year Maintenance Program and Uprate Orders; acquired new customers. In Q4/14 and Q2/13, I was recognized with Commitment & Engagement Award for closing Mk Vie orders in record cycle time. In Q2/14, I have been awarded with Customer Delight Award for satisfactorily closing Fr3 deal in IOCL - Digboi and securing new customer > IOCL - Bongaigaon.
• Designed, established and managed effective offer and order management system for the region - this helps real-time tracking of opportunities. Devised and implemented simple and acceptable Index based negotiation techniques.
• Successfully manage regional account of Customer Issue Resolution (CIR) mechanism with a view to improve Net Promoter Score. In 2014 executed closure of CIRs with a success rate of 80% (70% in 2013).
• Achieved superior cash flow positions in the regional accounts - recognized with Receivable Excellence Awards in Q2/10 and Q3/14. In 2013, achieved 83% improvement in cash flow measured on year-on-year basis.
• Trained in GE’s acclaimed leadership courses - FOL (Foundation of Leadership) in August 2010; LDC (Leadership Development Course) in October 2013
Role Summary-
Meet Business Objectives in terms of Orders, Sales, Collection, Commercial exploitation and Promotion of New Products and Services; Develop and Support Channel Partners in meeting Business Targets; Develop new Application Areas for existing product lines; Track and Report Competitor activities, workout mitigation plans; Represent L&T, Valves Business Group in the assigned Territory >> Gujarat, West Bengal, Chattisgarh, Bihar and Jharkhand (India)
Products & Services -
Gate, Globe, Check, Butterfly, Ball, Plug Valves, Electrical and/or Pneumatic Actuators, allied Spare Parts and Services
Major Clients -
• Power Sector Engineering Procurement & Construction (EPC) - Larsen & Toubro Limited (Engineering & Construction Division), Alstom
• Consultants / EPC Companies - MN Dastur, Engineers India Limited, Development Consultants Industrial Plant Services Private Limited
• Ferrous Metal Producers - Steel Authority of India Limited (Durgapur Steel Plant, IISCO Steel Plant, Bokaro Steel Plant, Bhilai Steel Plant, Alloy Steel Plant), Jindal Steel & Power Limited, Tata Steel etc.
• Coal Miners and Washers - Eastern Coalfields Limited, Central Coalfields Limited, Bharat Coking Coal Limited, South Eastern Coalfields Limited etc.
• Power Utilities - West Bengal Power Development Corporation Limited, Durgapur Projects Limited, Chattisgarh State Electricity Generation Corporation Limited, NTPC- SAIL Power Corporation Limited
• Civic Utilities & Utility EPC Companies - Kolkata Municipal Corporation, Voltas, Blue Star, PowerMax etc.
• Aluminium Producer & Power Generator - Bharat Aluminium Company (a VEDANTA subsidiary)
• Refineries - Indian Oil Corporation - Barauni Refinery
• Three channel partners in Kolkata, West Bengal and Dhanbad, Jharkhand (India)
Highlights -
• Rejuvenated and motivated non performing stockists to perform to the budget estimates, exceeded channel business targets by 100+% in FY2008, Developed two channel partners for non performing business territories
• Introduced Larsen & Toubro and AUDCO make valves, allied products and services to New Applications like Aluminium slurry at Bharat Aluminium Company, Korba and underground coal mining applications at Bharat Coking Coal Limited, Dhanbad
Role Summary-
Meet Business Objectives in terms of Orders, Sales, Collection, Promotion of New Products and Services; Develop and Support Channel Partners in meeting Business Targets in the Southern Region; Discharge day-to-day activities of Branch Office; Depute Service Engineers towards resolution of Customer issues and new Installations; Secure Drawing Clearances, approvals, and documentations; Track and Report Competitor activities, workout mitigation plans; Represent TEGA and HOSCH as single point of contact in the assigned Territory >> Tamil Nadu, Kerala and Andhra Pradesh (India)
Products & Services -
Wear resistant rubber and polymer liners for chutes, hoppers, bunkers, launders, rotating horizontal grinding mills; gravity separation equipment - Hydrocyclone, vibrating screen decks; conveyor accessories - on line scrapers, side skirts, impact pads, conveyor tracker rollers, ceramic & rubber pulley lagging etc. and allied services & spare parts
Major Clients -
• EPC Companies - FFE Minerals, Larsen & Toubro (Engineering Construction & Contracts), TECHPRO Systems, MANTAKRAF etc.
• Power Utilities - Tamil Nadu Electricity Board, CMS Energy, Neyvelli Lignite Corporation etc.
• Cement Plants - GRASIM (an Aditya Birla Group company), ULTRATECH (an Aditya Birla Group company), India Cements, Madras Cements etc.
• Nonferrous Metal Producers - Sterlite Copper (a VEDANTA subsidiary)
• Two channel partners in Tamil Nadu
Highlights -
• Expanded business to a 30% bigger market base during the period 2005-2007; Achieved 150%+ of the regional order booking objective in FY2006
• Increased presence with public sector organizations; revenue from public sector customers grew by 40% during 2005-2007
• Restructured channel business operations in the state of Tamil Nadu; channel business revenue grew by 40% during 2005-2007
• Independently headed Southern Region Branch operation in Chennai, Tamil Nadu; discharged all administrative responsibilities and business development roles
SUBJECTS: Managing Individuals and Organizations Financial Management Operations & Materials Management Marketing Management Understanding of Oil & Gas Business Understanding Petrochemical Business Fundamentals of Petroleum Refining Fundamentals of Petroleum Exploration Understanding Natural Gas Business Petro Retailing Business Quantitative Techniques for Management Applications Petro – Economics Research Methodology Petroleum Law & Policy Project Management & Its Application Strategic Management of Technology & Innovation Negotiating Skills Business Policy & Strategy RESEARCH on Economic and Political Viability of the Iran-Pakistan-India Natural Gas Pipeline
MECHANICAL ENGINEERING