MBA / Engineer with 14 years of Caterpillar dealership experience - Service & Technical aspects

Providing efficient and effective customer support all over Oman for complete customer satisfaction

Oasis Trading & Equipment Co. LLc. – Muscat, Sultanate of Oman
The Caterpillar dealer in Oman
Work Period: Since Nov 1999 till date
Present Position: Field Service Supervisor (Since Aug 2003)
Job Profile:
Ø Planning and organizing the complete field service activities throughout Oman.
Ø Assigning jobs to field engineers / technicians on daily basis and to support them on technical aspects/details.
Ø Liaising with the customer for optimum utilization of his machine and advice on Customer Support Agreements (CSA).
Ø Advising customer on having effective inventory of spares.
Ø Delegation of authority to service engineers at field for quick and immediate action towards increasing the uptime of a product and meet the performance guaranteed.
Ø Finalizing commercial deal on the service jobs with the customer including sourcing of non-stock parts at reasonable cost and time.
Ø Reporting technical problems to the principal and follow up for a suitable solution. Effective utilization of Caterpillar based systems such as DBS (Dealer Business System), SIS (Service Information System), TMI (Technical Marketing Information), SIMSi (Service Information Management System), DSN (Dealer Solution Network), CPI (Continuous Product Improvement) etc.
Ø Visiting the customers frequently and discuss on product problems.
Ø Imparting practical & classroom training to service engineers on troubleshooting various problems and to highlight problematic areas on each product.
Ø Identifying and meeting the requirement of tools and training for field service engineers.
Ø Preparing annual budget for field service department comprising of 24 staff at present.
Ø Conducting periodic meetings with the field service team as a part of 6 Sigma activity and analyzing the shortfalls and ways to improvise the system for effective and efficient operation.
Ø Visiting various fields for troubleshooting peculiar problems mainly on electronic and gas engines (G3600 series and G3500 series).
Ø Educating field technicians on the use of Service Information System (SIS), TMI data and effective utilization of special diagnostic tools such as STW, ET, Data View, Emission Analyzer (for gas engines), particle counter (for contamination control) etc.

GMMCO Limited, Chennai, India
The Caterpillar dealer covering major portion of India
Work Period: From July 1993 to June 1999

EDUCATIONAL QUALIFICATION
Sl/n Degree College University Year
1 M.B.A. Sathyabama College of Engineering & Management Studies University of Madras 1999
2 B.Engg (Mechanical) S.R.M. Engineering College, Chennai, India University of Madras 1993

& Caterpillar Certified Marine Analyst – Re-certified till date.
- Caterpillar Regional Training Centre, Sharjah, UAE.

& G3600 Lean Burn Engines
- Peoria Training Centre, Illinois, USA.

& G3600 Master Mechanics
- Peoria Training Centre, Illinois, USA.

& G3500 / G3600 ADEM 3 Controls
- Peoria Training Centre, Illinois, USA.

& Supervisory Skills by Spearhead Training
- Regional Training Centre, Sharjah, UAE.

­ Leadership and commitment towards work and colleagues. Recently established a complete setup of field service department with dedicated special/diagnostic tools and a fleet of field service vehicles for improving the service rendered to the customers, ensuring value for customer’s money and thereby elevating the company image.
­ Thorough knowledge on all models of Caterpillar engines ranging from 3000 series to the latest C series (ACERT Technology) in all applications such as machines, generator sets, marine, industrial and truck.
­ Practical knowledge & expertise on high range Caterpillar gas engines such as G3600 and G3500 series equipped with the latest ADEM 3+ controls.
­ Caterpillar Certified Marine Analyst.
­ Very much familiar and capable of troubleshooting Caterpillar electronic engines (EUI, HEUI & Common rail fuel systems) using CAT diagnostic tools like STW, ET, etc.
­ Confidence on troubleshooting all engines, having traveled a lot within India, UAE, Oman and Sri Lanka.
­ Capable of leading a technical team with professional standards and high quality.
­ Technical reporting through power point presentations and using latest computer tools like Microsoft office 2003.
­ Proficient in verbal and written communication in English.