Customer Service Quality Assurance

RESUME

SOPAN LAXMAN KULAWADE

Correspondence Address: Flat # 404, Shivam Aashiyana, Chaudhari Park, S.N.

***/*, ***.

Pune Bangaluru Highway,

Wakad, Pune - 411027

Mobile #: +919*********

Email ID: **********@**********.***

CAREER OBJECTIVE: -

TO PLAY A KEY ROLE IN ACHIEVING ORGANISATIONAL GOALS OF GROWTH THROUGH

BETTER PRODUCTIVITY WITH THRUST ON QUALITY OF WORK TO ENSURE UTMOST

CUSTOMER SATISFACTION. TO EXCEL IN THE FIELD OF QUALITY & SYSTEMS

IMPROVEMENTS ACCOMPANIED BY CONTINUAL IMPROVEMENT.

SUMMARY:-

> B.E. MECHANICAL ENGINEER WITH 9 YEARS 4 MONTHS EXPERIENCE IN

ELECTRICAL / MECHANICAL INDUSTRIES.

> MORE THAN 5 YEARS EXPERIENCE IN QUALITY ASSURANCE FUNCTIONS INCLUDING

IN PROCESS, INCOMING, SUPPLIER QUALITY, AFTER SALES SERVICE, CUSTOMER

COMPLAINTS HANDLINGS.

> TO FIND THE ROOT CAUSE OF FAILURE BY USING VARIOUS TOOLS LIKE WHY, WHY

ANALYSIS, 7 QC TOOLS ETC. & ENSURE APPROPRIATE CORRECTIVE & PREVENTIVE

ACTION ON SYSTEM OR PROCESS OR TOOLS ETC.

> MORE THAN 2 YEARS EXPERIENCE IN LEAN PROJECTS AS AN ACTIVE MEMBER OF

LEAN IMPLEMENTATIONS. CARRIED OUT NUMEROUS PROJECTS TO REDUCE 7 TYPES

OF WASTES, VISUAL MANAGEMENT PROJECTS, SMED, IMPROVED ROLLED

THROUGHPUT YIELD, ETC.

> HANNDS ON EXPERIENCE OF USING VARIOUS QUALITY IMPROVEMENT TOOLS LIKE

PPAP, PFMEA, DFMEA, CONTROL PLANS, STATISTICAL PROCESS CONTROLS, MSA,

LEAN MANUFACTURING AND TPM.

> MORE THAN 3 YEARS EXPERIENCE IN APPLICATION ENGINEERING I.E. STUDYING

APPLICATION FOR MOTORS IN VARIOUS INDUSTRIES MAKING TECHNO-COMMERCIAL

PROPOSALS (QUOTATIONS) FOR PUMPS, MOTORS (LV & HV) & SELECTION OF

PROPER ACCESSORIES FOR THE MOTORS LIKE BEARINGS, COUPLINGS, GEAR

DRIVES, CHAIN DRIVES, BRAKE MOTORS IN VARIOUS TYPE OF PUMP INDUSTRIES

FOR APPLICATIONS LIKE WASTER WATER WASTE, POWER, OIL & GAS, FIRE

PUMPS, MINING, IRRIGATION, INDUSTRIAL PUMPING, PAPER & PULP ETC. WITH

DIRECT INTERACTION WITH OVERSEAS CUSTOMERS.

> EXPOSURE TO GLOBAL MARKET THROUGH INTERNATIONAL MARKETING IN MIDDLE

EAST REGION (GULF) FOR MOTORS AND PUMPS REQUIREMENTS FOR OIL & GAS

SEGMENTS.

> EXPOSURE TO VARIOUS PUMPS & MOTOR SPECIFICATIONS FOR VARIOUS

INDUSTRIES/APPLICATIONS.

> EXPOSURE TO IPSIS- ERP, ORACLE, JDE SYSTEMS.

> Excellent team player to efficiently interact between team/product.

WORK EXPERIENCE: -

1. TECO MIDDLE EAST ELECTRICAL & MACHINERY CO LTD (TME), DAMMAM, KSA.

TECO MIDDLE EAST (TME) IS THE FIRST ELECTRICAL LV, MV AND HV INDUCTION

MOTORS MANUFACTURER IN THE MIDDLE EAST. IT IS LOCATED IN DAMMAM, AT THE

EASTERN PROVINCE OF SAUDI ARABIA. TME PRODUCTION RANGE WILL BE 800 - 12000

HP, WITH A FULL CAPACITY OF 400-600 UNITS PER YEAR. THE MOTORS DESIGN,

MANUFACTURING PROCESS, QUALITY CONTROL PROCEDURE, AND THE TECHNOLOGY ARE

ALL LICENSED BY ITS INTERNATIONAL COUNTERPARTS, TECO ELECTRICAL & MACHINERY

CO LTD., TAIWAN AND TECO WESTINGHOUSE, USA. TME FACILITIES INCLUDE

MANUFACTURING PLANT OF MEDIUM & HIGH VOLTAGE INDUCTION MOTORS, HIGH VOLTAGE

TESTING FACILITY, COIL SHOP AND SERVICE DEPARTMENT INCLUDING REPAIR SHOP

FOR ALL TYPE OF MOTORS.

DESIGNATION - QUALITY & CUSTOMER SERVICE SPECIALIST

PERIOD - SEPTEMBER 2012 TO TILL DATE

ROLES & RESPONSIBILITIES: -

> To control the process & quality of outsourced three phase induction

motors. Product range single phase & 3 phase 1/4Hp to 450HP Totally

Enclosed motors per IEC 60034 standard.

> To analysis the customer complaints of motors and to take the

corrective and preventive actions on it in the plant.

> To provide after sale service to the customers all over India

regarding three phase and single phase motors customer complaints.

> To help in planning the production of motors as per marketing/customer

requirement and to take follow up for deliveries of motors

> To help the marketing team for the development of non standard 3phase

motors as per the customer requirements

> To carry out process audits, products audits, sample audits of motors

ready for despatch

> Helping to carry out testings or witnessed testing of outsourced

motors as per requirements

> To carry out audits of service centers.

> Visit at customers for field complaint analysis.

2. Godrej & Boyce Mfg. Co. Ltd., Lawkim Motors Group, Shirwal, Satara.

Godrej was incorporated in the year 1897 with its first product - Godrej

Lock, making it an oldest company of India. Its workforce includes 11,000

Employees which is inclusive of 2000 in sales and services.

GODREJ, AN INDIAN CONGLOMERATE HAS 7 MAJOR COMPANIES WITH PRESENCE IN REAL

ESTATE, FMCG, INDUSTRIAL ENGINEERING, APPLIANCES, FURNITURE, SECURITY AND

AGRI CARE. ITS TURNOVER CROSSES INR 100.73 BILLION (USD 3.3 BILLION)

DESIGNATION - DEPUTY MANAGER- QUALITY

PERIOD - APRIL 2012 TO SEPTEMBER 2012

ROLES & RESPONSIBILITIES: -

> Customer Complaint Handling. Find out root cause of failure of motors at

customer end & ensure complaint closure thru 8D procedure.

> Internal rejection analysis and action planning

> Initiate actions to reduce Customer rejection

> IMS documents updates

> Review and modify process Quality plans

> Monitoring performance consistency and root cause analysis / action

planning for any major change in performance of the product.

KRA:

> Customer Complaint Closure - Ensure successful closure of 100% customer

complaints

> Customer Rejection reduction - Drive to achieve 5 Sigma level at customer

end.

> IMS - System review & updating

> Calibration - 100% Calibration compliance of mechanical & electrical

equipment/instruments

> System certifications: Ensure Compliance to - UL for insulation, BIS,

ATEX, CE etc.

3. Nidec Motor Corp. (Formerly Emerson Motor Co.) / Emerson Innovation

Centre - Pune

EMERSON MOTOR CO. IS A WORLD LEADER IN ELECTRIC MOTOR SOLUTIONS. OUR

PRODUCTS INCLUDE GENERAL AND SPECIAL PURPOSE MOTORS THAT RANGE FROM 1/200

THROUGH 5,000 HORSEPOWER TO CUSTOM DESIGNS DEVELOPED AT EMERSON'S WORLD-

CLASS TECHNOLOGY CENTERS. OUR CUSTOMERS INCLUDE MANUFACTURERS, RESIDENTIAL

AND COMMERCIAL END USERS, AS WELL AS A BROAD NETWORK OF DISTRIBUTORS THAT

SERVE NUMEROUS INDUSTRIES. WE ARE A LEADER IN THE MANUFACTURE OF ENERGY

EFFICIENT ELECTRIC MOTORS, OFFERING A COMPREHENSIVE LINE OF MOTORS DESIGNED

AND MANUFACTURED ACCORDING TO THE LATEST NEMA PREMIUM EFFICIENCY

STANDARDS. EMERSON MOTOR CO. HAS THE CAPACITY AND KNOW-HOW TO GIVE OUR

CUSTOMERS THE QUALITY, RELIABILITY, AND ENERGY EFFICIENCY THEY NEED IN

THEIR SPECIFIC APPLICATIONS. EMC IS LEADER IN THE MANUFACTURE OF ENERGY

EFFICIENT ELECTRIC MOTORS, OFFERING A COMPREHENSIVE LINE OF MOTORS DESIGNED

AND MANUFACTURED ACCORDING TO THE LATEST NEMA MG1, IEEE841, API 547, API610

STANDARDS.

DESIGNATION: - ENGINEER (2-2) - CDM (CUSTOMER SERVICE)

PERIOD: - SINCE FEB. 2008 TO NOVEMBER 2011

ROLES & RESPONSIBILITIES: -

> Motors product range from 1/4Hp to 5,000HP per various standards like

NEMA MG1, IEEE841, API 610, ANSI C50.41, UL674 standards.

> Responsible for reviewing the customer specifications.

> Review of specific industry pricing /specifications (Oil &Gas pumps,

Power pumps, Fire Pump, Waster water Section specifications)

requirements

> Review complete pump specifications in details for motor & other

motors requirements like bearings for motors per load requirement,

couplings for motors and drive. Selection of Gearmotors for special

application. Motors with belt or chain drive for conveyor application.

etc

>

Feasibility study based on the customer requirements and product offer.

> Interaction With Division / Customer For Clarifications to improve

response time

> Working closely with engineering for getting the recommendations.

> Helping marketing for better pricing decision by giving more inputs to

them like

Expected order placement date, expected shipment date, details of old

motors if duplicate order; propose multipliers based on GP level

guidelines, competition pricing details etc.

> Giving options to customer both stock/build with clear demarcation on

price/availability

> Creating competitive techno commercial proposals (quotations) for

motors and its accessories based on customer enquiries.

> Submitting timely and accurate techno-commercial quotations to

international customers.

> Maintaining internal process performance metrics like accuracy,

response time etc.

>

Consistently maintain high level of operational metrics for customer sup

port.

> Interacting regularly with customer and taking feedback from them

regarding ongoing projects.

> Negotiate with customer for pricing & work towards for getting orders.

> Technical support of Sales, Marketing, Customer Service employees and

customers.

> Have to ensure that the pre offer sent to the customer can cater all

terms technically and commercially

> Establish and maintain relationships with the top customers in close

collaboration with the Account Manager.

> Provide answers to specific technical questions and bring out advise

with regards to the application of products

> Provide answers to specific questions with regards to the product

portfolio

> Provide technical training for new employees, distributors and

customers

> Capable to communicate with customers at all levels

> Set up and maintain sales improving documentation, such as the

Engineering manual

> Evaluate and deal with technical complaints

> Translate specific customer wishes to a set of requirements for new

products

> Applying costing and process design strategies in order to position

the company in the early stages of project development to increase the

probability of success

> Competitor Product analysis.

> Creating material master & bill of Material.

Key Achievements: -

> GIVING TECHNO COMMERCIAL QUOTATION (PROPOSALS) TO MORE THAN 100

CUSTOMERS (PUMP OEMS & DISTRIBUTORS) WORLDWIDE.

> Increasing almost 10% every year. Presently providing average 60

quotations per month.

> Maintained 95% response time for quotation activity.

> Achieved 99.3% quotation accuracy.

> Quote to order conversion hit rate improved from 15% to 20%

> Average order input per month $200,000 to $320,000 USD

4. MARATHON ELECTRIC (I) PVT. LTD. -REGAL BELOIT COMPANY (FORMERLY GEMI

MOTORS)

Regal Beloit Company is a leading international manufacturer of electrical

and mechanical motion control components headquartered in Beloit,

Wisconsin, U.S.A From electric motors and generators to gear reducers, and

electronic switchgear. In India Regal Beloit has large manufacturing base

of single phase & three phase induction motors in Faridabad called as

Marathon Electric (I) Pvt. Ltd.

Designation: - Engineer Supplier Quality Assurance & Customer Service

PERIOD: - SINCE APRIL 2007 TO FEBRUARY 2008

ROLES & RESPONSIBILITIES: -

> To control the process & quality of outsourced three phase induction

motors. Product range single phase & 3 phase 1/4Hp to 450HP Totally

Enclosed motors per IEC 60034 standard.

> To analysis the customer complaints of motors and to take the

corrective and preventive actions on it in the plant.

> To provide after sale service to the customers all over India

regarding three phase and single phase motors customer complaints.

> To help in planning the production of motors as per marketing/customer

requirement and to take follow up for deliveries of motors

> To help the marketing team for the development of non standard 3phase

motors as per the customer requirements

> To carry out process audits, products audits, sample audits of motors

ready for despatch

> Helping to carry out testings or witnessed testing of outsourced

motors as per requirements

> To carry out audits of service centers.

> Visit at customers for field complaint analysis.

Key Achievements: -

> HANDLING INDEPENDENTLY SUPPLIER OUTSOURCED MOTORS QUALITY & CUSTOMER

COMPLAINTS

> Customer complaints reduced from 15% to 6%.

> Visual errors & defects reduced to almost zero.

> Developed of two service centers in Surat & Ahmedabad (Gujarat).

> Improved motor packaging method to reduce transit damages.

5. DANAHER MOTION (I) PVT. LTD., MUMBAI.

An ISO 9001:2000, 100% owned subsidiary of Danaher Corp., USA, and a

Fortune 500 Company. It is a manufacturer DC Motors & Gear boxes with

annual export volume of about 1 million assemblies to more than 100

customers worldwide with annual turnover of over Rs.120 Cr.

Designation: - Engineer - Quality Assurance

Period - Since November 2005 to March 2007.

Roles & Responsibilities: -

> Co-ordination with Local & supplier for better & Consistent product

Quality.

> Vendor performance analysis & CAPA.

> Attending internal customer complaints & putting CAPA in place.

> Preparation & implementation of Incoming material inspection Quality

Plan.

> Active member of Low Cost Region sourcing team.

> Responsible for in-process and final product quality.

> Process and product audit.

> Preparation & periodic review of Process FMEA.

> Monitoring External DPM with the help of Paynter Chart, Paretos and

Histograpths.

> Assist Director Q.A. for implementation of Policy Deployment with

reference to process & product Quality.

> Process modification to improve product quality, rolled through put

yield & reduce scrap %.

> Customer complaint handling & CAPA.

> GAP analysis of existing documents & customer specification and review

> Calibration & validation of line instruments and tools, jigs &

fixtures.

> Approval testing of new product in assembly line as per customer

norms.

> Conducting MSA and implement SPC.

Key Achievements: -

> INCOMING MATERIAL YIELD IMPROVED OVER 97% AND SUPPLIER YIELD IMPROVED

OVER 92%.

> Line rolled throughput yield improved from 70% to 90%.

> External DPM reduced from over 40K to 5K.

> Operator awareness for Customer requirements through quality circle

meets.

> Reduction in line scrap with respect to material cost from 10% to 2%,

with the help of process modification, POKA-YOKE, Kaizen, TPM, and

Lean.

6. Duroshox Pvt. Ltd., Sanaswadi, Pune.

It's a TS16949: 2002, certified company with a turnover of Rs. 100 crore.

The company producing Automobile shock Absorbers for two wheelers, seat

dampers, front & Rear shock absorbers supplying to domestic as well as

worldwide.

Designation: - Engineer - Quality Assurance

Period: - Since September 2003 to November 2005.

Responsibilities: -

> Team member for 2 Bin system & FIFO implementation on the shop floor.

> Active participation in ISO/TS 16949:2002 and TPM Documentation &

Implementation.

> Preparation of PPAP documents to establish process & product control.

> Attending Customer complaints and putting CAPA on shop floor.

> Team member for SPC, MSA study & Quality Circle meet.

> Analysis of in process & customer PPM.

> Conducting Process & Product Audit to check process & product

characteristics variation.

Key Achievements: -

> LAYOUT IMPROVEMENT TO REDUCE NVA & IMPROVE THE SMOOTH FLOW OF PRODUCT.

> Reduced in process rejection by over 10 % & maintained Customer PPM

below 100.

> Reduced Non Conformities by using error-proofing; POKA-YOKE and TPM

pillars like Autonomous Maintenance.

> Created operator awareness for the product Quality through Quality

Circle meet.

TRAININGS ATTENDED: -

i) Internal Auditor for ISO/TS 16949:2002.

ii) Interactive PPAP & APQP session.

iii) VRK, Lean manufacturing, RCCM through 5why analysis, TPM and ORACLE.

iv) Global Business English Communication

EDUCATIONAL QUALIFICATION: -

EXAMINATION BOARD / YEAR OF PASSING % OBTAINED

UNIVERSITY

B.E MECHANICAL NAGPUR UNIVERSITY MAY 2003 80.00%

DIPLOMA IN V.J.T.I. MAY 2000 76.00%

MECHANICAL

S.S.C. PUNE BOARD MARCH 1995 90.00%

PERSONAL INFORMATION: -

Date of Birth : 4th December 1979

Nationality : Indian

Languages Known : English, Hindi & Marathi

Marital Status : Married

Hobbies : Reading, listening to music, travelling to tourist

locations

Sopan L. Kulawade

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