Customer Support Success Manager

KETAN BRAHMBHATT

*** ****** *****, ********** *** Jersey, 08854 848-***-**** ********@*****.***

EDUCATION

L.D College of Engineering Ahmedabad, Gujarat India

Bachelor of Mechanical Engineering, Concentration in Operations Planning Sept 1998-May 2004

B.K School of Management Ahmedabad, Gujarat India

Masters in Business Administration, Concentration in Marketing September 2007-May 2010

ADDITIONAL CERTIFICATIONS:

Diploma in Mechanical Engineering – Technical Education Board (Gujarat) December 1991-December 1994

Diploma in Computer Applications – Advanced Computer Technology December 1996-December 1998

WORK EXPERIENCE

Ambica Pharmacy Machinery Co Pvt Ltd Gujarat, India

General Manager – Liquid and Powder Filling, Sealing, and Labeling May 2019 – September 2022

Collaborating with cross-functional management team across fabrication, machine, and assembly plants, overseeing a total of 200 employees, reducing annual churn by 27% YoY

Managed quality testing efforts using AI and camera technology to uncover defective products before reaching consumer, leading to cost savings opportunities of over 6 crore (~300,000) for 6 vendors across three years

Lead customer success manager coordinating vendor relationships, contributing to retention of all existing vendor contracts, bridging the gap between sales and customer support, and enhancing product value

Leading support efforts for consumer-requested interface changes leveraging all capabilities of SCARDA and programmable logic controller (PLC)

TMVT Industries Pvt Ltd Gujarat, India

General Manager – Root Blowers Jan 2014 – May 2018

Managed fiscal responsibility of income statements across three different product streams varying in technical and design complexity, increasing YoY growth by 6%

Leading capital budgeting efforts of 1 crore (~$50,000 USD) for monthly procurement of new machinery, disposal of non-compliant hardware, and critical invoice changes

Spearheaded recruiting efforts to effectively source candidates for production, planning, quality engineers, and retail staff leading to a 3x increase in total headcount over four fiscal years

Clit Machinery Co Pvt Ltd Gujarat, India

Production Manager – Tableting, Mills, and Roll Compacting Machines Jan 2004 – Jan 2014

Performing due diligence on acquisition of innovative root blower technologies to improve product synergies and efficiency

Performing ad-hoc analysis for executive stakeholders to evaluate labor costs, vendor spend, and readiness of prepackaged raw materials to facilitate engineering output

Lead efforts in performing quality assurance testing throughout all cycles of the product lifecycle, including pre and postproduction, decreasing installation time from one month to 20 days

Cadmach Machinery Co Pvt Ltd Gujarat, India

Production, Planning, & Assembly Supervising Engineer – Tableting, Roll Compacting Machines June 1995 – Jan 2004

Lead production, planning, and assembly oversight for production of industrial pharmaceutical drug machinery for a startup manufacturing firm

Managed a team of 8 machine fitters to manually assemble and provide on-site support for life science clients for tablet and compact rolling machines

Coordinate efforts for procurement of raw materials, testing of product, and distribution logistics planning across cross-functional departments

Operated inventory management system to automate management of pharmaceutical machinery leading to cost savings of one dedicated FTE

Industrial Machinery Manufacturing Co Pvt Ltd. Gujarat, India

Apprentice Engineer –Industrial Fan, Air Washer Plant June 1994 – Jan 1995

Received training under the supervision of the Operations Manager for the shipping, assembly, and production of industrial Axial Fan blowers

Contributed to manufacturing of product designs for 300 Axial Fans shipped for production across national Government entities

Worked alongside operations leaders and implemented an efficient method to track customer satisfaction ratings in post-project surveys

CERTIFICATIONS & SKILLS

Six Sigma Yellow and Green Belt

AutoCAD, 2D Drafting Software,

Mechanical Desktop 3D Software

Solidage 3D CAD Software

Software Skills

All Microsoft Office applications, advanced Excel skills, SQL, and, C++ (basic), HTML (basic), Javascript (basic)

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