Ritto Thomas Email & Phone Number

Cambridge, Gb

Pune, Maharashtra, India

Pune, Maharashtra, India

• Leading Project Planning and Management Activities for Service Content Development across diverse Ag & T and C&F Machines within various program portfolios by collaborating with CSE ,CSP,ASR groups from different global factories.• Managed project scope delivery and ensured the successful execution of service content development within EPDP and CI Project schedules, while adhering to cost and quality commitments, all through the utilization of agile methodology.• Working closely with a diverse team spanning different talents, responsibilities, and global locations.• Organizing and facilitating cross-functional team meetings to create comprehensive project schedules and define quality metrics.• Establish standards and frameworks for project execution, guiding the project team in their implementation.• Develop and Deploy Quality Management processes, quality metrics, guidelines, and templates for effective Service Content Development.• Lead in quality improvement initiatives, offering recommendations based on thorough analysis of quality reviewed data.• Identified, developed, and successfully implemented automation and data analytics opportunities in Service Content Development.• Execute internal reviews of service content, track relevant metrics, conduct root cause analysis, and implement corrective actions based on issue data analysis.• Key role in establishing Service Content Development Standards & Guidelines and maintained quality processes, standards, guidelines, templates, trainings, and metrics.

Bengaluru Area, India

• Strategically managed and enhanced the performance of industrial and marine engine populations across Karnataka and Kerala regions.• Orchestrated Dealership Development initiatives while delivering Product Support to 9 Industrial Engines Dealers and 1 Marine Engines Dealer.• Spearheaded Product Application Engineering coordination and provided critical Service Support to leading OEMs in Bangalore, including Ajax and L&T, for pivotal BS IV and BS III Engine projects encompassing prototype development and rigorous field tests.• Played a pivotal role in BS IV CEV Engine Integration Support, adeptly troubleshooting initial-hour issues in collaboration with the Engineering Team and offering valuable feedback to the Application Engineering Team regarding the engine's serviceability at the vehicle level.• Role of a Project Leader and Trainer, meticulously preparing Dealership Manpower for the readiness of BS IV CEV Engines.• Successfully managed key accounts as a Service Key Account Manager for two esteemed OEMs.• Conducted Marine Diesel Engine Application Studies and extended Service Support to a renowned Vessel Manufacturer OEM, the Cochin Shipyard.• Benchmarked competitors' applications for insightful analysis and strategic business decision-making.• Instrumental in generating substantial business revenue from Spare Parts sales.• Skillfully managed Dealership manpower, providing specialized Product and DMS training to empower employees for Front End and Back End functions.• Expertly orchestrated Vendor & OEM management and coordination to ensure seamless service support on a zonal level.• Led Complaint Management with vigilance, closely monitoring SLA adherence and offering technical support across Dealerships to promptly close complaints within stipulated TAT periods.• Effectively tackled critical product failures and provided immediate solutions to ensure customer satisfaction.• Demonstrated a keen eye for Proto/Pilot Engine Projects

Bangalore

• Drove end-to-end responsibility for all Product-related activities of Dealerships in Karnataka, spanning the range from 2.1 KVA to 1010KVA Gensets & Diesel Engines for Industrial Segments.• Exhibited exceptional performance as an HHP Product Service Engineer, previously overseeing Dealerships in Karnataka and Kerala, specializing in 200 KVA to 1010 KVA products.• Orchestrated comprehensive Dealership Manpower Training and Development programs, both on-site and off-site, elevating team proficiency.• Played a pivotal role in OEM/GOEM/Vendor management and coordination, optimizing service support on a zonal level.• Mastered Complaint Management, vigilantly monitored MTTR, and offered technical expertise across Dealerships to ensure timely resolution of complaints within stipulated TAT periods.• Effectively addressed Critical Product Failures, attending promptly to customers and sites to uphold brand reputation.• Provided insightful qualitative technical product inputs and feedback to the Plant, bolstered by comprehensive case studies aimed at product enhancement.• Successfully managed the service needs of KOEL CAMC/AMC Customers, ranging from Corporates and Banks to Telecoms, handling both complaints and preventive maintenance.• Spearheaded impactful product-related special drives, contributing significantly to Customer Delight initiatives and achieving Business Team AOP targets.• Led comprehensive Engine/Genset Failure investigations and Root Cause Analyses to ensure continuous product improvement.• Led the charge in the strategic implementation of KOEL Digitalization, seamlessly integrating it into daily service activities of Dealerships.• Conducted rigorous site audits for Warranty/KOEL CAMC/AMC/KOEL Bandhan customers, ensuring adherence to stringent quality standards.• Championed CDI, expertly managing all types of Service requests and meticulously planning actions in alignment with Dealerships based on CDI categories.

Kochi, Kerala

• Expertly addressed Complaints and Planned Maintenance (PM) needs on JCB's heavy earth moving equipment, showcasing exceptional technical proficiency and problem-solving skills.• Distinguished for hands-on work with Backhoe Loaders and Heavy Line equipment, directly impacting operational efficiency and performance optimization.• Crafted meticulous critical failure reports, offering insightful data and analysis to the principal company, fostering a culture of continuous improvement.• Skillfully promoted a range of accessories tailored for JCB machines, effectively enhancing customer engagement and boosting sales.• Demonstrated persuasive prowess in successfully convincing and converting customers into long-term contracts, particularly for AMC services.

Chennai , India

• Spearheaded strategic manpower planning and management across diverse sectors of the quality assurance department, ensuring seamless operations and optimal resource utilization.• Displayed meticulous attention to detail through continuous monitoring and follow-up of assigned tasks, contributing to the overall efficiency and effectiveness of quality assurance processes.• Distinguished for pioneering the development and review of innovative inspection methodologies, a key factor in guaranteeing an unwavering 100% product quality standard.• Undertook rigorous inspection of final products, meticulously aligning with stringent quality benchmarks, and taking proactive measures to ensure compliance.• Prepared comprehensive checklists and quality reports on a daily basis, offering valuable insights into inspection outcomes and paving the way for timely decision-making.• Actively contributed by providing constructive feedback on product quality to the Production department, thereby enhancing collaborative efforts to maintain consistently high standards.• Played an instrumental role in generating detailed reports on rejected items, effectively highlighting new issues while offering succinct descriptions to the Quality Control department.