Senior Management Professional
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An achievement-oriented professional offering over 18 years of extensive experience in driving large engagements such as After-sales, Service-sales, Dealer Management & Business Development with key focus on top-line profitability across Tractors Division, Passenger Cars & Super Bikes Segment. Proficient at monitoring Dealer Service Performance – Service Redemption, QMS Process Audit, preventing customer complaints, monitoring NPS parameters, customer feedback, manpower training, warranty skew analysis. Extremely successful in managing all service related issues, attending customers, providing sales & after-sales services; leading dedicated teams for the timely achievement of targets.
Managed business, after-sales operations & customer services to accomplish corporate plans & goals; enhanced organizational reach and market share.
Manager – Service Support - BAJAJ Auto Limited - Maharashtra, Punjab, Haryana, H.P.
(2018)
Spearheading end-to-end after-sales operations of the assigned territories; delivering support to the dealers for outages & troubleshooting in terms of service/parts and repair requirements. Implementing services plans and policies for the organization & ensuring accomplishment of the business goals; tracking KPI NPS Parameters of Service, Warranty &
• Spare Parts – National, Regional ASM &
• Dealer-wise. Accelerating the resolution of SAP &
• DMS issues; new changes in DMS processes: Service, Warranty &
• Spares.
Catalog & monitoring perpetual part number changes/alternates. Liaising & coordinating with dealers for understanding their requirements, recommending the most viable solutions / products and cultivating relations with them. Managing all aspects of the business including customer satisfaction, financial performance, on-time delivery, capacity, purchasing, supplier management, continuous improvement initiatives, quality, and employee relations. Assessing training needs, developing training modules pertaining to technical, warranty and process to dealers for operational excellence. Monitoring all post-sales services provided to clients to ensure customer
Assistant Manager – After-sales Service - BAJAJ Auto Limited - Maharashtra, Punjab, Haryana, H.P.
(2014 - 2018)
Spearheading end-to-end after-sales operations of the assigned territories; delivering support to the dealers for outages & troubleshooting in terms of service/parts and repair requirements.
Customer Support Manager – After-sales Service (West) - Tata Motors Limited - West
(2012 - 2014)
Product Support: Technical Content Writer - John Deere India
(2006-10 - 2012-03)
Customer Support Executive - AVIVA Motor Insurance - Noida Customer Operations Limited
(2006-05 - 2006-10)
Customer Care Executive – Lexo Motor Insurance - GTL Ltd.
(2005-10 - 2006-03)
Bachelor of Mechanical Engineering - Mechanical Engineering - MGM's Jawaharlal Nehru Engineering College (2005)
Diploma in Mechanical Engineering - Mechanical Engineering - Cusrow Wadia Institute of Technology Pune (2002)
