Customer Service,Training,Hydraulics,Product Support,Heavy machinery
Resume:
Gulam kasim Momin
H yd raulics-Heavy Equipment- Concrete -Construction-Ea rthmoving-
M ining Machine ry
A fter Sales Service & T raining P rofessional
Dubai – United Arab Emirates
Mobile: +971**-******* E-mail: ******@*****.***,
*******@*******.***
O BJECT I VES
Customer service management where my experience can be utilized to
•
improve customer satisfaction. Esp. After Sales Support & Product Training
Create integrated strategies to develop and expand existing customer sales,
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brand/product evolution, and market endorsement.
Management position where I can effectively utilize my expertise in product
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support, maintenance management, human relations, project management,
and staff recruitment and retention.
Value adding position that utilizes my skills and enables me to make a
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positive contribution to the organization.
To secure a position with a well established organization with a stable
•
environment that will lead to a lasting relationship in the field of Product
Support, After Sales, Training and PMV management
To obtain a position that will enable me to use my strong organizational skills,
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educational background, and ability to work well with people.
STRENGT HS
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Expertise in Product Support (After Sales Service) - Customer (internal &
•
external) Problem Assessment & Resolution, Product Training development &
conduct. Especially in ‘Warranty Management’
Expertise in Maintenance Management for large & variety of Plant-Machinery-
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Vehicle.
Strict adherence to set SOPs, KPIs & SLAs
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Diversified industry work background. Experience with world leaders – esp.
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After Sales Service, Related Products and Training
Expert in hydraulics & all kinds of related machineries engineering. Can easily
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design, develop, modify circuits & mechanisms in practical applications
Strong Administration, Coordination and Training skills. Knowledgeable with
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ISO Standards and quality policies
Adaptable to changes- relishes challenges. Relate well with Multicultural
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Customers.
Self-motivated & Efficient Team Leader
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One of the key performers in construction-earthmoving-concrete machinery
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management with world leading Companies
CAREER SNAPSHOT
Group Engineering Manager
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EIL SVITZER Group (Part of Farouk Kamber Holdings) – Dubai, UAE
(Since Oct 2012)
Manager – Maintenance & Procurement
•
Lootah Group of Companies – Dubai, UAE
(June 2004 - Aug 2012)
Manager – After Sales Services
•
Al Fairuz Trading & Contracting. Co. – Muscat, Oman
(April 2002 - June 2004)
Dept. Head Training – Construction & Earthmoving Machineries
•
Larsen & Toubro Ltd. - India
(Nov 1999 – April 2002)
Service Incharge - Construction & Earthmoving Machineries
•
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Larsen & Toubro Ltd. – India
(Jan 1995 - Nov 1999)
Service Engineer - Construction & Earthmoving Machineries
•
Larsen & Toubro Ltd. – India
(Sep 1991 – Jan 1995)
QUAL I F ICAT IO NS
Diploma in Mechanical Engg. – 3rd Rank
•
Maharaja Sayajirao University, Baroda, Guj-India
Aug 1991
B.Sc. - Engineering
•
Canterbury University, UK (non acc)
April 1999
Master in Business Administration
•
AREAS OF EXPERT ISE
National American University, USA
Aug 2008
Product Sales & Support - Customer Service Management
Manage product sales & after sales support in totality. Believes in - ‘in service lies
success’
Proficient to develop new territories and establish a quality customer service
network
Proficient to promote new products and work to establish them in a competitive
market
Proficient in ‘Failure Analysis’ and ‘Warranty Management’
Proficient on all kinds of product training at all levels for all kinds of Heavy
Machinery. Can devise, develop and conduct right from basic to longer duration
detailed programmes
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Plant & Machinery – Maintenance & Procurement Management
Manage all aspects of ‘Quality Maintenance’ for all kinds of plants,machinery &
vehicles
Manage workshops, stores, purchase and technical developments as independent
profit centres
To design, develop, modify any plant or machinery to improve the reliability of
operations and profitability of the company
Procurement of all kinds of plants, machinery, spare parts from all over the globe
at the best options in any situation
Hydraulics – Engg., Maintenance, Repairs, Reconditioning
Manage all aspects of ‘Hydraulics’ for all kinds of plants & machinery. Expertise in
troubleshooting
Has indepth knowledge of hydraulics and experience of most of the types of
components used in major machineries
Can design, develop, modify any hydraulic circuit for plant, machinery, industry..
Administration – Operations
Channelize administrative service-processes to support the core business activities
of the organization.
Steer initiatives in creating a suitable working environment for the company
employees and that right procedures-standards are set to improve efficiency,
reduce operating cost and increase productivity.
Oversee facilities upkeep and daily work activities to ensure smooth running of
company.
Solve problem arise within the departments; set strategic plans and work methods
for betterment of the company.
Oversee the availability of all resources within the department to ensure smooth
flow of operations.
Improve turn-around times by providing suggestions for signification of procedures
and controls.
Measure and report on issues, opportunities, development plans and
achievements.
To asses, evaluate and upgrade all manpower needs. Then to pursue and recruit
the right personnel for the company
PROVEN JOB ROLE
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Group Engineering Manager
EIL Svitzer group of Companies – Dubai, UAE (Part of
farouk Kamber Holdings)
• Joined the current company to handle the key area of ‘Engineering Management' for the
whole group. It involves all technical matters related to Plant & Machinery, Fabrication,
Procurement and technical evaluation.
• Actively involved in development of new businesses for the group esp. for ‘Svitzer Barron
Engg. & Fabrication Co. Esp dealerships for SERMAC-Italy, ACE Breakers-Korea, Tecpos-
Korea, Yates Inc.-USA, Eurofluid-Italy, Biemen-Spain, Valme-Italy, Fluidyne Hydraulics-USA,
3COM-GTN – Slovakia, Handok - Korea….and few others
• Setting up a new maintenance. Repairs & reconditioning facility for the company for all of
hydraulics, heavy equipment, construction & concrete machinery and industrial machinery
• Technical advisor to the Chairman
Lootah group of Companies –
Manager – Maintenance & Purchase
Dubai, UAE
One of the leading business group in construction sector with leadership in
Readymix Concrete, Construction, Crushers, Building products,
Transportation, Trading…..
Joined the one of the biggest construction & concrete company to handle the key area of
'Workshop & Maintenance Management' for their 'Readymix Concrete', ‘Construction’,
‘Crushers’ and ‘Transport’ businesses, locally & worldwide
Responsible for complete maintenance & repairs of all equipment like transit mixers,
concrete pumps, trucks, wheel loaders, backhoe loaders, excavators, dumpers and
different type of construction machinery to ensure uninterrupted production & supply of all
company products.
Responsible for all kinds of spare parts & material sourcing from all around the globe for all
related departments as well as for Chairman & Vice-Chairman exclusively.
To educate & develop the current manpower for quality maintenance & repairs. Also to
provide all kinds of vocational as well as product training on all kinds of machineries
Also on realization of my capacity & competency, I was entrusted to design & develop
maintenance system for all plants, machinery & manufacturing units within the Lootah
Group.
Head of operations for JOHN DEERE Heavy Equipment (Yellow-line) distribution and after
sales support
Also involved in reviving certain manufacturing units like 'Polystyrene Foam', ‘Concrete
Blocks’ and successfully re-commissioned it to make it productive and profitable.
Technical advisor to the Chairman & Vice-Chairman for all technical matters, purchases
and inquiries related to mobile-plant machinery & equipment. Also responsible as technical
expert for all overseas operations & companies globally like that in KSA, Sudan, Djibouti,
Ethiopia, Oman, Kuwait
Accomplished a project to partially manufacture & completely assemble big-boom concrete
pumps from SERMAC, Italy and KCP, Korea
Also responsible for complete renovation & maintenance of fleet of pleasure yachts for
owners (small lifeboats to big catamaran’s)
Responsible for reviewing at regular intervals the operational efficiency-quality of services
provided to the internal customers.
Preparing all kinds of performance & evaluation reports in an organized manner for higher
management review.
Driving towards meeting customer expectations through prompt resolution of their queries
or problems.
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Al Fairuz Trading & Contracting Co. Ltd. – Muscat,
Manager - After Sales Service
Oman
Distributor for global agencies like HINO, HITACHI, FURUKAWA, NPK, YALE,
TEREX, SOOSAN, SCHWING, MITSUBISHI, SCARAB, VIBROMAX, SUBARU..…
and many more
Headed the Support Services department with a team of 45 Technical Personnel including
Senior Engineers, Engineers, Supervisors and Technicians handling corporate, govt. &
private customers within Oman for automobile & heavy equipment from global leaders like
HINO, HITACHI, FURUKAWA, NPK, YALE, TEREX, SOOSAN, SCHWING, MITSUBISHI, SCARAB,
VIBROMAX…and many more
Carried out customer visits to understand all requirements and delivered outstanding
service support.
Ensured provision of immediate back-end support to all customers on fault rectification.
Provided services to meet timeline specified in KPIs against each product / services.
Continuously enhanced fault localization and maintenance process by using smart
professional practices.
Reviewed existing SOPs to identify areas of improvements and suggested changes.
Co-ordinated with other departments to achieve common goal of ‘total customer
satisfaction’
Report to the management on all matters related to operations as well as the profitability of
the company
Promoted service marketing for all earthmoving & construction machinery to ensure
uninterrupted service to the customers as well to improve the profitability of the
department
To impart service training for all products to customers and company personnel
To deal with all principles for product promotion, performance exercises, warranties,
problems and all technical matters including complete reporting. Especially in ‘Warranty
Management’.
To formulate service system to modernize the current service setup and help the company
to develop new service software
To look after insurance jobs (accidental damages to vehicles & equipment) and repairs for
other franchisee equipment at minimum cost (more stress on reconditioning rather than
replacement) to ensure very high profitability.
To do complete manpower management for complete service dept. (head qtrs. & branches)
and carry out performance appraisals. To asses, evaluate and upgrade all manpower needs.
Then to pursue and recruit the right personnel for the company
To carry out complete budgeting for the entire dept. and work on targets to achieve desired
objectives in terms of quality & profitability of the company against the set objectives
Dept. Head Training – Construction & Earthmoving Machinery Larsen & Toubro Ltd.,
Indore – India
Manufacturer of POCLAIN, KOMATSU, CASE, VIBROMAX, NEW HOLLAND, DDC,
SAUER SUNDSTRAND more brands of Heavy Machinery
Head of Training department for ‘Earthmoving Equipment Division’ based at L&T-CASE
Equipment Ltd.’s Pithampur (Indore) operations
To impart all kinds & all levels of product & technical training to customers, staff and all
levels of company personnel. From basic to detailed long term programmes – for both L&T-
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CASE EQUIPMENT LTD. and L&T-KOMATSU LTD.
To devise, design, develop & conduct special programmes on Hydraulics, Component
Reconditioning, Reporting, Failure Analysis….& more
To develop all technical & product literature for the training & support purpose
To fulfil all dealer manpower needs by pursuing, recruiting and training all operation &
maintenance personnel
Grew in career consistently in recognition of the outstanding performance
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demonstrated in each and every work profile. Started from Service Engineer
to Service Incharge to Training Incharge to Manager-Maintenance, Technical &
Purchase to Group Engineering Manager (General Manager)
Gained extensive experience in both technical and administrative support
•
services.
Successfully delivered outstanding customer service throughout work history
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and achieved excellent customer satisfaction ratio commended by the
management. Always been a top performer in all areas handled. Especially
Service, Warranties, Training and fleet Maintenance.
Among the cream of engineers from the highly reputed M. S. UNIVERSITY-
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BARODA, GUJ, INDIA
First to represent Gujarat State in Larsen & Toubro Ltd. – Earthmoving
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Machinery Group in 1991.
Has distinction of independently developing service networks like Chandrapur
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& Navi Mumbai for L&T
Various modifications and design changes have come in effect due to my
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investigations, reporting and recommendations. Also actively participated in
various ‘Failure Analysis Group Programmes’.
Only person in the Earthmoving Eqpt. Division to develop & conduct training
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programmes for all functions i.e. Sales - Service - Parts, for all class of
personnel (right from apprentice level to managers) i.e. Company personnel,
Dealer's personnel, Customers, Factory personnel…and many more
Actively involved in development & testing of Prototype Loader backhoes &
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Vibratory Compactors in co-ordination with ‘Product Engineering’ Dept. of
L&T CASE EQUIPMENT LTD.
First person in Oman to design & develop a common mounting bracket of NPK
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Hammers for both Komatsu & Caterpillar Excavators. Also hydraulic regulator
to replace electronic for HITACHI Excavators
One of the best performers for Al Fairuz - Oman, as transformed the service
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dept. in to high profits in just 3 months of taking over as ‘DEPT HEAD -
SERVICE ’.
Actively involved in development of a Branch office in Sudan for AL FAIRUZ.
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Also first person to train Sudanese personnel of reputed client like HIEGLIG
PETROLEUM on HITACHI Excavators.
Only engineer in LOOTAH GROUP to work as a technical expert for all plants &
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machinery for the whole group and to independently handle all technical
assignments for Chairman & Vice-Chairman of Lootah Group of Companies
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Expert in concrete machinery and has distinction of working with world
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leaders like Sermac & Klein to develop their new models of concrete pumps
Has distinction of launching world leaders like Sermac, Klein, Shacman, Steyr,
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in UAE
Only person to manufacture boom-concrete pumps with partial kits and
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complete indigenous fabrication in the UAE
PROJECTS
SERMAC CONCRETE PUMPS (2006-2007)
Pioneered launch of SERMAC-Italy Concrete pumps in the middle east, by partial
assembly and mounting of the first 4R42 boom pump for Lootah Group
First to partially manufacture, fabricate and completely assemble 6 no.s of 4R42
pumps for Lootah Group. These have been certified & warranted by SERMAC for
the quality. As well confirmed to be the best working pumps of this model in the
first 2 years of its operations
KLIEN CONCRETE PUMPS (2007)
7 nos. of Klien Gmbh – Germany Concrete pumps for Lootah Group were
rehabilitated by complete replacement & modification of the pumping system
Since Klien was not able to provide any upgradation on faulty design, we decided
to replace the complete pumping system by Putzmeister design fro ATech-Korea
Complete integration of hydraulic & electrical system was done by me. Also new
mountings & foundations were also locally designed
These pumps had a reduction in maintenance cost upto 50% and are still working
efficiently
NTT TRANSIT MIXERS (2007)
Fabricated, assembled and mounted 27 no.s of Turkish transit concrete mixers
These were done by getting a complete knock-down kits from Turkey (all welding
done locally
MAINTENANCE SYSTEM (2006)
Setup a new maintenance system for all Lootah Group equipment with the help of
TOTAL-Lubricants for all of their workshops & service stations
This also included setup of dispensing plants at all locations and a planned
program to ensure rationalizing of change intervals by oil sample testing,
performance studies, training of personnel, seminars and periodic meetings
BACKHOE & VIBRATORY COMPACTORS – NEW MODEL DEVELOPMENT (2001-
2002)
Part of the new model development team for ‘New Holland – LB851 backhoe
Loader’ and ‘L&T-1107 & 752 Compactors’ for Larsen & Toubro Limited – India
Also carried out product performance studies on-site throughout the country
TRA I N I NGS ATTEN DE D
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Complete theoretical & practical training for six months on basic automobiles,
hydraulics and service & parts aspects of all earthmoving & construction
machinery like excavators, loaders, compactors, loader backhoes, various
hydraulic components, engines…etc. at Training Center – Larsen & Toubro Ltd.
(Mumbai).
Complete training on manufacturing & assembly of complete product line for
six months at factories of Larsen & Toubro Ltd.
Complete training on field service and workshop repairs for all equipment for
six months at Service Center – Larsen & Toubro Ltd.
Specialised service training on ‘L&T POCLAIN HYDRAULIC EXCAVATORS’
Specialised service training on ‘L&T HYDRAULIC EXCAVATORS’ (with
LINDE hydraulics)
Specialised service training on ‘L&T CASE WHEEL LOADERS & LOADER
BACKHOES’
Specialised service training on ‘L&T LOADER BACKHOES’
Specialised service training on ‘L&T VIBROMAX VIBRATORY
COMPACTORS’
Specialised service training on ‘L&T VIBRATORY COMPACTORS’
Service training on ‘ASHOK LEYLAND ENGINES’
Service training on ‘KIRLOSKAR OIL ENGINES’
Service training on ‘DETROIT DIESEL ENGINES’
Training on ‘TOTAL QUALITY MANAGEMENT’
Training on ‘SELLING TECHNIQUES & NEGOTITATION SKILLS’
Training on ‘COMMUNICATION SKILLS’ & ‘TIME MANAGEMENT’
Service training on ‘PRIMARY - KOMATSU EXCAVATORS (PC200-6)’
Service training on ‘KOMATSU POWER TRAIN COMPONENTS - REPAIR &
REBUILD’
Service training on ‘KOMATSU PISTON PUMP - REPAIR & REBUILD’
Service Workshop on ‘REXROTH HYDROMATIK – AXIAL PISTON PUMPS &
MOTORS’
Service training on ‘ PERKINS DIESEL ENGINES’
Service training on ‘TEREX BACKHOE LOADERS’
Specialised Training on ISO – Internal Auditing at Lootah Group – Dubai
Specialised Training on MERCEDES – ACTROS Systems at Lootah Group –
Dubai
(Overseas Trainings, Visits & Seminars)
Service training on ‘HITACHI EXCAVATORS’ at Tsuchiura Works - Japan
Service training on ‘HINO LIGHT & MEDIUM DUTY TRUCKS’ at Nabari
Works - Japan
Service training on ‘FURUKAWA WHEEL LOADERS’ at Tsuchiura Works -
Japan
Service training on ‘NPK HYDRAULIC HAMMERS’ at Higashi-Osaka Works
- Japan
Service training on ‘MITSUBISHI MOTOR GRADERS’ at Sagamihara Works
- Japan
Service Training on 'KLEIN' Concrete pumps - Schappach, Germany
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Troubleshooting on MERCEDES-ACTROSS trucks with STAR diagnostics –
by MERCEDES, Germany
Product training on SERMAC Concrete pumps – Milan, Italy
Product Training on 'ZOOMLION' Concrete pumps - Changsa, China
Product Training on 'SHACMAN' Trucks - Xian, China
Visit for product development to ‘OM Muhendslik’ – Istanbul, Turkey
Visit for product development to ‘C & B Due’, ‘Armec’, ‘Eurofluid’,
‘Bondioli & Pavesi’ and many other companies in Italy
Visit for product development to ‘Biemen’, ‘Thsalpe’and some other
companies in Spain
Visit for product development to ‘ Yates’, ‘Fluidyne’and some other
companies in USA
Visit to BAUMA 2013 for business development
PERSONAL DETA I LS
Nationality
:
Indian
Date of Birth
:
6th July 1969
:
Married (twin sons 16 + daughter 3.5)
Visa Status
:
UAE Employment Visa
Notice Period
Languages
IT Skills
:
:
:
30 days
English, Hindi, Gujarati and Urdu – Can easily communicate in Arabic
MS Office, Internet, and E-mail applications
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R EFERENCES
Mr. Gyanendra Mani – Former GM Service, Larsen & Toubro Limited
Mr. K. Ramakrishnan – Vice President, Larsen & Toubro Limited
Mr. Vamsi Annamraju – Head Business Development, Larsen & Toubro Limited
(Qatar)
Mr. Dario Viello – Vice President, Sermac –Italy
Mr. Sam Oh – Director, KCP – Korea
Mr. Abdullah Lootah – Vice Chairman, Lootah Group, Dubai-UAE
Mr. Parthasarathi Basu – Director, EIL Svitzer Group – Dubai-UAE
Mr. Gian Carlo Motessoro – Managing Director, Rainbowplus-Italy
Mr. Bernhard Klien – President, KLien Gmbh-Germany
Mr. W. Armbruster – Managing Director, Tri Machinery, Dubai-UAE
Mr. Mohd Ziaeur Rahman – Sales Manager, German Gulf Ent., Sharjah-UAE
Mr. Renato ravera – President, C & B Due - Italy
### - More references can be produced on need.
I N ADD I T IO N
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Any type of matching, challenging job with better future prospects & good
monetary gains shall be acceptable.
Sincere, disciplined and hardworking. A teamwork believer & leads from the
front.
Preferred best by all of my superiors. References available on demand.
Living hobbies like singing, sports, music, traveling, reading, movies,web
development etc.
Ready to resettle with family in any part of the world.
Is an extrovert who socializes well in new environment also.
Loves challenges in all aspects of life.
Holds Indian, UAE & Omani driving licenses.
Is a member of SAE-International (Society of Automotive Engineers) No.
LinkedIn URL - http://www.linkedin.com/profile/view?
id=57328809&trk=nav_responsive_tab_profile
# All above information is to the best of my knowledge and any discrepancies are
unintentional. Further, if needed can be presented on demand.
Dubai - UAE 15th Dec, 2013
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