Experience

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  Mahindra group

  Sept 1992 - Sept 1993

  Workshop supervisor

  Successfully led the team of 15 technicians.Hands on experience in handling the products i.e. 650 DI, 750 DP, ARMADA, FJ & 340

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  Maharashtra state road transport corp (msrtc)

  Sept 1993 - Sept 1994

  Trainee engineer
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  Tata motors

  Oct 1994 - Mar 1996

  Workshop incharge

  Was responsible for Serviceshop Operations, fleet owners service managment and Earth Mover service and field visitts sheduling.Succesfully managed the fleet owners client i.e. SKF, HAL, Thermax, Sandvik & ALfa Laval.Hands on experience in handling the products and service schedule for Buses (1210, 1510 ), trucks, tipper, earth movers.Successfully led the team of 6 Service Advisors, 32 Technicians and 6 parts personnel

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  Bajaj auto ltd

  Apr 1996 - Apr 2000

  Works manager
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  Kinetic engg limited

  Apr 2000 - Mar 2003

  Senior service executive
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  Tvs motor company

  Mar 2003 - May 2013

  Area service manager

  Key Result Areas:Led the Sales & Aftersales service operations successfully for Madhya Pradesh, while Sales operations was an additional responsibility, in a stint of one and half year Market Share grew from 15% to 33% in motorcycle.Successfully delivered the results in Sales operation in the territory of Gujarat (North Gujarat) in the capacity of Territory Manager (Sales & Service). Delivered the Market Share of 39% in Motorcycle which was in second position at PAN India. My efforts had been recognized in sales for gaining highest market share in Motorcycle. Lead, mentor, and manage a team of customer service representatives to deliver exceptional service and meet performance targets.Develop and execute a customer service strategy that aligns with company goals and contributes to overall customer satisfaction.Monitor and manage daily operations to ensure timely and accurate handling of customer inquiries, orders, and issues.Collaborate with cross-functional teams, including Sales, Marketing, and Operations, to address customer needs and deliver a seamless customer experience.Analyze customer feedback, trends, and performance metrics to identify areas for improvement and implement corrective actions.Establish and maintain strong relationships with key customers, understanding their needs and working to exceed their expectations.Develop and maintain effective customer service processes, guidelines, and training programs to ensure consistent service delivery.Monitor and enforce Service Level Agreements (SLAs) to meet response times and resolution targets.Implement customer-centric initiatives and drive a culture of continuous improvement within the customer service team.Prepare and present regular reports on customer service performance, including KPIs, trends, and areas of improvement.Handle escalated customer issues and provide timely resolutions while maintaining a high level of professionalism. Show less

• 

  Suzuki motorcycle india pvt ltd

  Jun 2013 - Apr 2022

  Zonal manager (west zone) and zonal manager (east zone)

  Managing & resolving concern in coordination with technical team/spare team/dealership. Steering efforts in product concern resolution & product quality; monitoring field issues and releasing MIS.Facilitating concern resolution by implementation of methodologies like QC Story, for proper root cause identificationPerforming Failure Mode Effect Analysis, for all the vehicle systems, for all the manufacturing processes to ensure defect free product Capturing voice of customers through surveys and tools, improving CSI and implementing customer feedback and recommending desired modifications in the systems /vehicles.Minimizing performance bottlenecks for high productivity by ensuring product quality, customer satisfaction, timely delivery, costs and environment.Grooming, mentoring & monitoring the performance of team members for ensuring efficiency in process operations and meeting of individual & group targets.Ensuring that the dealers are meeting the targets by ensuring timely off take of spare parts and accessories. Mentoring dealer teams to improve their skills in Inventory management and to achieve optimum turnover rate.Organizing Service camps, Recalls for products at market stands as enabler for creating assurance of product and to improve customer connect and service retention.Conducting competency tests to identify training needs of field executives and dealership personnel.Sharing of best practices among the dealers to constantly improve Service shop operations.Managing the profit centric operations along with managing strategic relationships, market analysis & expansion, and competency development.Ensuring that the dealers maintain their profitability by covering various aspects of business following standard operating process like service vehicle reporting, body and shop operations, spare parts operations, warranty operations, DMS operations, CRM operations, CSI operations etc. Show less

• 

  Suzuki motorcycle india private ltd.

  May 2022 - Jan 2024

  National head for dealer development

  Key Result Areas:Planning for network appointments to increase the brand footprint and playing a pivotal role in developing business strategies for the identified markets.Partnering with core business operations to increase the company’s footprint, expand market share, and generate sustainable revenue gains.Conducting periodic audits and evaluating existing channel partners' productivity to ensure CI and its standards are implemented across all channel partners.Ensuring maximum Network Appointments as per organization policies and work towards providing quality after-sales experience to customers.Performing due diligence for new and selected existing channel partners, conducting periodical surveys, studying the market to determine growth potential in participating industries.Leading the channel partner program with a team of Dealers, Distributors and Value-Added Resellers; ensuring accomplishment of overall revenue profit targets in the assigned Region.Supporting the overall process of management and corporate decision-making to ensure the organization maximizes its short-medium and long-term profitability & shareholder returns.Conducting Business performance review for Critical Channel partners periodically Impacting organization profitability through effective strategic & tactical management decisions & new business development. Show less